Manager, Enterprise IT Support

Job Title: Enterprise IT Support Manager

Position Summary:

The Enterprise IT Support Manager is responsible for the daily planning, operation, administration, and maintenance of enterprise applications, devices, and infrastructure systems. This includes computing, storage, networks, telecommunications, mobile devices, and output platforms.

This position manages technical teams responsible for Help Desk (Tier I/Tier II), Network Operations Center (NOC), and Site Support services. Responsibilities include oversight of team performance, learning and development, and administration of Active Directory domain services and security. The role also facilitates ITIL-based processes, including incident, problem, change, asset, configuration, and service level management, as well as data protection activities.

The Enterprise IT Support Manager oversees service request and incident ticket systems, infrastructure monitoring tools, and the development and maintenance of standard operating procedures, image standards, and guidelines. The position ensures service level performance metrics, dashboards, and reports are accurate and effectively communicated to leadership.

Essential Duties And Responsibilities:

• Plan, establish, implement, and administer IT policies, standards, procedures, and performance controls.
• Develop and oversee change management processes, ensuring adherence to reporting, metrics, and compliance requirements.
• Manage technical projects and coordinate deliverables across enterprise support functions.
• Meet regularly with support teams to discuss performance, documentation, and timelines.
• Supervise Enterprise IT Support teams to ensure timely, effective, and customer-focused service delivery.
• Conduct performance evaluations, manage hiring and disciplinary actions, and recommend compensation adjustments.
• Oversee Help Desk, Desktop, Application, and Infrastructure support to identify and resolve recurring issues.
• Monitor, alert, and report on IT system and service performance metrics.
• Ensure compliance with service level agreements (SLAs) and provide accurate performance reports.
• Manage escalations for service requests and incidents to ensure timely resolution.
• Communicate incident updates and root cause analyses to business units and stakeholders.
• Develop and maintain deployment, provisioning, and support standards and procedures.
• Collaborate with business departments to improve customer relations and support efficiency.
• Provide training and guidance on new hardware, software, and support tools.
• Maintain professional and courteous communication with staff, customers, and external partners.
• Ensure compliance with all applicable federal, state, and local laws and company policies.
• Participate in quality assurance, compliance, and continuing education programs as required.
• Perform other related duties and responsibilities as assigned.
• Occasional travel may be required (less than 10%).

Other Duties And Responsibilities:

• Develop and maintain a framework for NOC monitoring, alerting, business impact assessment, and IT service request workflow.
• Create and update Help Desk, NOC, and Site Support documentation and knowledge bases.
• Analyze performance metrics and implement improvements across IT support areas.
• Review technician tickets for accuracy, adherence to policy, and coaching opportunities.
• Conduct continuous improvement activities to enhance call resolution rates and end-user satisfaction.
• Evaluate team performance using metrics, reports, and trend analyses.
• Serve as an escalation point for critical incidents, including participation in after-hours and weekend rotations.
• Manage staff scheduling, PTO, and shift coverage to ensure service continuity.
• Oversee all Service Desk-related projects and communicate progress to leadership.
• Enforce company and IT policy compliance among technical staff.
• Travel to remote locations as required.

Knowledge, Skills, And Abilities:

• Strong leadership and people management skills.
• Demonstrated experience managing IT Service Desk and End User Support functions.
• In-depth understanding of ITIL frameworks and IT Service Management best practices.
• Strong technical knowledge in enterprise systems, applications, and infrastructure.
• Proven ability to identify, analyze, and resolve hardware and software issues.
• Excellent written and verbal communication skills.
• Strong vendor and supplier relationship management experience.
• Proven ability to perform in a fast-paced, team-oriented, and service-driven environment.
• High level of accountability, urgency, and attention to detail.

Education And Experience Requirements:

• Bachelor’s degree in computer science, Management Information Systems (MIS), or a related field, or an equivalent combination of education and experience.
• Minimum of 3–5 years of experience in a Technical Help Desk or Desktop Support environment.
• Minimum of 3 years in a management role overseeing 8 or more direct reports.

The expected base salary for this position ranges from $120,000 – $130,000 USD with a bonus target of up to 10% of the base salary.  While it is not typical to offer candidates at or near the top of the range, we do consider a wide range of factors when making offer decisions, including (but not limited to) the scope and responsibilities of the position, a candidate’s relevant skills, training, experience, education and where applicable, licensure and certifications obtained.  We also consider organizational and market factors when making offer decisions. This range is a general guideline and represents a good faith estimate of what we would reasonably expect to pay for this position. We reserve the right to modify this range in the future as organizational and market conditions dictate.

At Convey, we believe that the right benefits package can improve the quality of our employees and their family members’ lives. Therefore, we offer a competitive total rewards package, which includes health and welfare benefits, 401(K) savings with employer matching, paid time off, life, AD&D and disability insurances, and various ancillary benefits, such as pet insurance, virtual physical therapy, and employee assistance programs.

Who We Are:

Convey Health Solutions manages a myriad of administrative needs and make it easier for health plans to operate and provide valuable experiences for their members. How so? We focus on building specific technologies and services that uniquely meet the needs of government-sponsored health plans.

Our Mission:

To improve health plan operations and elevate the customer experience.

Our Vision:

Empowering health plans to excel through technology, service and advisory experience.

Our Values:

Integrity First - Inspired Teamwork - Compliance Matters

Equal Employment Opportunity Statement:

Convey Health Solutions is an Equal Opportunity Employer committed to fostering an inclusive and diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy, sexual orientation, or gender identity), national origin, age, disability, genetic information, veteran status, or any other characteristic protected by applicable federal, state, or local laws.

Convey Health Solutions also provides reasonable accommodations to qualified individuals with disabilities in accordance with applicable laws. Applicants requiring accommodation during the application or interview process should contact the Human Resources department.

Qualifications

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