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Sr. Manager IM2 Service Center

Company: Belcan Corporation
Location: Albuquerque
Posted on: August 16, 2019

Job Description:

A Sr. IT Manager in Albuquerque, NM, is currently available at Belcan. This is a full-time, long-term position, with benefits. To be considered for this role, you will need a Bachelor"s Degree & 10 years of progressive, direct experience. As the Senior IT Manager, you will, along with the Team Managers, be responsible for the daily operations & team projects for the End User Support Team. In addition, the Senior Manager plans, directs & coordinates the tactical & strategic activities of multiple technical teams and projects. The Senior Manager has overall responsibility for the performance (defined metrics) of the organization/individuals & works with the Division Manager to achieve Program"s P&L goals. The Senior IT Manager is expected to work with other IT Managers to improve the customer"s service experience. Sr. IT Manager Duties *Controls organizational performance through Team Managers *Coaches & counsels Team Managers on strategies & technical projects. *As required, handles dismissal/removal of organization team members. *As required, handles corrective action of organization team members. *Works with Division leadership to facilitate knowledge transfer & resources as needed in order to achieve First Call Resolution by the Service Desk. *Accountable for respective team(s) performance, quality, compliance & financial targets. *Establishes plans to optimize the capability, value & performance of the division. *Works with the Program Manager, other Senior Managers & Team Managers on continual service improvements for End User Services & the Program as well as to innovate service delivery in the field *Assists in development/administration & control of the overall budget for End User Services *Provides feedback, both informally & formally through performance review meetings, to Team Managers based on their individual performance & the performance of their teams. *Reviews & provides feedback on performance reviews submitted by Team Managers on their teams" individual performance. *Collaborates closely with other IT & telecom suppliers as well as other client IT partners. *Participates in meetings with their client contract & Service Managers. *Responsible for generating & using metrics to optimize performance of the team. *Sets direction & policies for technology &/or specialty disciplines. *Develops & sustains long term relationships with other IT partners. *Creates contingency plans to meet changes in business circumstances. *Works with the client to develop, plan & implement new support models for emerging work. *Works with the client to develop contingency plans for significant events (service disruptions, funding allocation modifications & significant changes). *Serves as the second point of escalation for customers, co-providers, & IT staff. *Primary point of contact contract & Service Managers and actively works with Governance. *Assures appropriate staffing of teams to meet service delivery expectations. *Participate in Conferences & Presentations, as needed, focusing on related skill sets. Qualifications: *Bachelor"s degree in Computer Science, Information Technology or other relevant disciplines. Equivalent work experience/training may-be-considered in lieu of a degree. *Ten years of progressively responsible experience in a fast paced technology services environment, five of which should have been in management positions. *ITIL v3 Foundation Certification desirable. *Experience providing direct oversight of complex IT staff teams. *Experience training staff using a consistent training methodology. *Experience with performance metric expectations through industry best practices. *Experience managing high performing teams to Service Level Agreements. *Skills in coordinating and communicating with designated personnel or other Third Parties concerning scheduling (including priority) and requirements as to minimize the business impact to Authorized Users *Provide as backup support to Service Desk and remote Senior Manager when requested. *Provide as backup support to Technology Services Team Managers as needed. *You must be able to obtain & maintain a U.S. Government Q-Level Security Clearance. *Due to the nature of the work & the location of the actual work, U.S. Citizenship is required. If you are interested in this Senior IT Manager job in Albuquerque, NM, please apply via the, 'Apply Now,' link provided. As an employee with Belcan, you will be part of one of the largest Technology & Engineering firms in the United States. We maintain a small-company atmosphere as well as open communication at all levels of our organization, allowing for much more dynamic decision-making processes. We offer flexible schedules as well as an excellent mentoring system to ensure that you have all of the knowledge and tools you need to meet a diverse range of engineering challenges. You will also have opportunities to advance to positions of greater responsibility, including management roles. Your hard work and professional dedication will be rewarded with a competitive compensation package. Belcan is an equal opportunity employer. EOE/M/F/D/V Build a challenging and rewarding career with an industry leader!

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Keywords: Belcan Corporation, Albuquerque , Sr. Manager IM2 Service Center, Executive , Albuquerque, New Mexico

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