Sr. Manager, IT Support Services

MDVIP: Transforming Primary Care, One Patient at a Time

MDVIP is a national leader in personalized healthcare, empowering over 400,000 members to achieve their health and wellness goals through a network of more than 1,200+ primary care physicians. Our program emphasizes preventive medicine, offering comprehensive screenings, advanced diagnostics, and individualized wellness plans. Recognized as a Great Place to Work® since 2018, MDVIP is committed to excellence in patient care and employee satisfaction.

Role Summary:

The Senior Manager of IT Support is responsible for executing a corporate-wide support strategy and advancing the service and support of end-user service requests and computing issues. This includes managing both internal and external resources, such as Desktop Support, System Administrators, and Operations Teams staff, as well as external vendors. The position requires strong managerial skills and a deep commitment to business enablement and customer experience to drive process design and improvement. Additionally, the role oversees the design, deployment, maintenance, and overall lifecycle of Windows devices, Mac devices, and mobile devices, identifying and implementing process improvements to increase productivity and drive consistency in support provision.

Essential Duties and Responsibilities:

1. Support Team Management: Oversees the day-to-day operations of the technical support team, ensuring seamless and efficient IT support services across the organization. This role involves managing a team of IT professionals, developing support strategies, and driving continuous improvement in service delivery while ensuring service levels are achieved and customer expectations are met or exceeded. Stays abreast of trends in ITIL, management, technologies, sourcing, policies, procedures, and other external changes that could have an impact on support services.
2. IT Procurement and Asset Management: Oversee the procurement of IT assets and manage the lifecycle of IT equipment, ensuring optimal utilization and compliance with organizational policies. Collaborate with vendors to negotiate contracts and maintain inventory accuracy.
3. Metrics: Develop, manage, measure, and report on key service-level metrics, including average response time, first-contact resolution rate, mean time to repair, cost per call, call avoidance, demand mix, and end-user productivity. Perform trend analyses and develop action plans for improving service timeliness and reducing costs.

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education / Experience / Knowledge:  

Bachelor's degree from four-year college or university and at least 8 years of technical support experience and 5 years managing technical support professionals or an equivalent combination of education and experience sufficient to successfully perform the essential duties of the job where two year’s related experience equals one year of schooling.

Required Experience and Knowledge:

• Ability to successfully communicate and coordinate with departments across the organization
• Ability to attract, hire and retain high-performing support professionals
• Knowledge of Service Desk and Desktop support services and managing to KPIs and SLAs
• Advanced knowledge of Support Desk tools for desk performance and operations.  Tools include but not limited to, ITSM system, call management, remote access, and network and server monitoring.  
• Familiarity of ITIL Service Operations.  Experience with formal service support processes and procedures, including incident, change, problem management and knowledge management.

Preferred Skills and Experience:

• Experience with contract and vendor management
• Experience with Apple products a plus
• Functional Salesforce application knowledge.
• Experience with server and or desktop virtualization
• Experience with Ivanti ticketing a plus

Computer Proficiency:

Proficient in Microsoft Office applications. Able to learn new software easily. 

Corporate based roles:  As a corporate based role in Boca Raton, FL, employees are expected to work from the corporate office unless deemed eligible for the company’s Work from Home program.  This program has position, tenure, and performance requirements that must be met and receive management approval.  The program provides for up to 2 days per week, unless adjusted to meet extenuating circumstances.  At no time may work be performed, or computer systems accessed, from outside of the U.S.