IT Manager, Technical Services

Employment Type

Full-time

Exempt or Non-Exempt

Exempt

Job Summary

• Hybrid Work Environment - Must reside in Hawaii**
  
  
  

Pay Range: $86,500 - $179,500

Note: Individuals typically begin between the minimum to middle of the pay range

The IT Manager, Technical Services will be responsible for management of only one of the following areas: Unified Communications, Desktop Management, Network, Security, Systems Engineering, Service Desk, Enterprise Application Administration, or Identity Access Management. Depending on the area a manager is responsible for, the following reflects work complexities for the respective areas:

Unified Communications is responsible for management of HMSA's Unified Communications environment. This position leads the Unified Communications team, and is responsible for the integration and operation of enterprise communication services, to include telephone / audio, e-mail, instant messaging, presence, mobility features, web and video conferencing and call center infrastructure.

Desktop management is responsible for the management and oversight of HMSA's desktop infrastructure. This position leads the Desktop Management team, and is responsible for providing exceptional customer service to HMSA staff through the provisioning and support of HMSA's end-user computing environment.

Network is responsible for the management and oversight of HMSA's data centers and network infrastructure. This position leads the Network team and is responsible for the availability, security, accessibility, and efficiency of HMSA's data centers and IT network infrastructure.

Enterprise Application Administration is responsible for the management of HMSA's business applications. This position leads the Enterprise Application Administration team, and is responsible for the availability, accessibility, efficiency, and operational management of enterprise business applications.

Security is responsible for the management of HMSA's operational IT Security capability. The position leads the IT Security team, and is responsible for the execution of cybersecurity, architecture and engineering, and security operations functions.

Systems Engineering is responsible for the management of HMSA's server and storage infrastructure. This position leads the Systems Engineering team, and is responsible for the availability, security, accessibility and efficiency of HMSA's server and storage infrastructure.

Service Desk is responsible for serving as the first point of contact for internal HMSA business areas seeking techical assistance for daily operational functions. This position leads the Service Desk team that includes help desk, provisioning, computer operations and production controls support. It is responsible for providing exceptional customer service to HMSA business teams to achieve first call resolution for user-impacting issues on a 24/7 schedule.

Identity Access Management is responsible for the management and oversight of user and system identities, and access to data and systems throughout the HMSA enterprise. This position leads the implementation and management of IAM best practice and identity governance for in-house, vendor, and hosted solutions.

Minimum Qualifications

• Bachelor's degree in related field such as Information Technology or Information Systems or equivalent work experience.
• Eight years of relevant technical and business experience across multiple technologies and business functions. May substitute a higher level degree in related technical/business area for less work experience.
• Strong demonstrated knowledge of area-specific concepts and best practices.
• One year of supervisory or leadership experience.
• Demonstrated understanding and ability to manage system implementation life cycle activities and processes.
  
  
  

Duties And Responsibilities

• Responsibilities include, but are not limited to the following:
• Leads and manages the Unified Communications, Network, Security, Systems Engineering, Desktop Management, Service Desk, Enterprise Application Administration, or Identity Access Management team
• Acts as a point of escallation for any user or business stakeholder issues.
• Establishes and maintains relationships with business units throughout the organization so as to understand their working environments and communications needs. Recommends and oversees the implementation of unified communications, desktop infrastructure, security, systems engineering (server, storage, cloud), network solutions, service management, enterprise system applications, or identity management solutions that support business requirements.
• Conducts effective resource management for the team. Oversees the assignment of resources to a variety of project and operational tasks.
• Hires, manages the performance of, and mentors team members. Develops and oversees the implementation of training plans that improve the performance of technical staff at all levels.
• Oversees project management functions associated with area-specific projects, to include analysis, planning, design, implementation and transition to operations.
• Ensure that established Service Level Agreements for the technical domain are met, and support governance functions through the application and consistent execution of controls and the provision of metrics.
• Conduct incident and problem management in support of specified technical domains, overseeing the resolution of incidents and conducting root cause analysis within established Service Level Agreements. Identify and resolve systemic issues that improve the user experiences. Report on SLA and performance metrics that demonstrate satisfactory execution of service activities.
• Establish and maintain relationships with vendors. Oversee the purchasing of hardware, software and licensing, and the execution of professional services. Regularly evaluate vendor services against cost to ensure value.
• Develop and implement the team plan in support of broader Techncial Services objectives.
• Manage the team budget. Takes appropriate action to remain in budget.