We are seeking an experienced and highly motivated Senior IT Manager to lead our IT support team. The ideal candidate will have a strong background in IT best practices in 1000+ employees organizations, customer support, a proven track record of metrics-driven leadership, and expertise in audio-visual technologies. This role will be instrumental in ensuring seamless IT operations while delivering exceptional customer experiences and driving continuous improvement within the IT support function.

What You'll Do

Develop the support team members:

• Recruit, train, mentor, and manage a skilled IT support team fostering their professional growth and development.
• Provide clear, concrete expectations to team members of what success looks like by role
• Conduct regular performance reviews and provide constructive feedback to team members to ensure their ongoing success.
• Create and deliver training programs to enhance the team's technical and customer service skills.

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Deliver exceptional customer support:

• Lead a team of IT support engineers, and a managed service provider, in providing timely and effective technical assistance to end-users.
• Develop and maintain a customer-centric culture that prioritizes excellent communication, empathy, and problem-solving skills.
• Resolve escalated customer issues, and ensure their prompt resolution with a high level of customer satisfaction.
• Foster a positive and supportive environment that encourages team members to go above and beyond in delivering exceptional customer support.

Drive continuous improvement through metrics-driven leadership:

• Establish and track key performance indicators (KPIs) to measure the effectiveness and efficiency of the IT support team.
• Analyze support metrics to identify trends, areas for improvement, and opportunities for increased operational efficiency.
• Develop action plans based on data-driven insights to continuously enhance team performance and meet or exceed service level agreements (SLAs).

Provide audio-visual expertise:

• Leverage your audio-visual knowledge to provide technical guidance and support for AV-related equipment, systems, and technologies.
• Collaborate with cross-functional teams to design, implement, and maintain audio-visual solutions for conference rooms, presentations, and other organizational needs.
• Stay up-to-date with the latest audio-visual trends and technologies, ensuring our organization remains at the forefront of AV capabilities.

Continuously review and improve processes:

• Identify opportunities to streamline IT support processes, reducing response times and increasing issue resolution efficiency.
• Collaborate with other departments to ensure seamless integration of IT services and support into overall business operations.
• Implement best practices and industry standards to optimize the IT support function and enhance the overall user experience.

Who You Are

You're a collaborative and thoughtful technology leader with 10 or more years of experience leading support teams. You have experience working in the IT stacks of a few different mid-size organizations and you have a clear understanding of what it looks like when IT works well. You're excited by the prospect of rolling up your sleeves to tackle meaningful problems each and every day. You're a kind, passionate and collaborative problem-solver who seeks and gives candid feedback, and values the chance to make an important impact.

• Bachelor's degree in Information Technology, Computer Science, or related field (or equivalent work experience).
• Proven experience managing IT support teams and driving stakeholder-focused initiatives.
• Demonstrated leadership experience identifying opportunities for team training and skills advancement.
• Strong background in audio-visual technologies, including equipment setup, troubleshooting, and maintenance.
• Technical proficiency and experience with endpoint management tools like JAMF, Intune, SCCM etc.
• Relevant experience with SSO tools like OKTA, MFA tools like Duo and productivity tools like Google Workspace, Slack, Zendesk etc.
• Excellent analytical and problem-solving skills, with a data-driven mindset.
• Exceptional leadership and communication skills, both written and verbal.
• Ability to work effectively in a fast-paced, dynamic environment and adapt to changing priorities.
• Relevant industry certifications (e.g., CompTIA A+, ITIL, AVIXA) are a plus.
• Experience developing business continuity and disaster recovery plans.

If you are a results-oriented IT professional with a passion for delivering outstanding customer experiences, driving metrics-based improvements, and leveraging your audio-visual expertise, we encourage you to apply for this exciting opportunity. Join us in shaping the future of our IT support function.

Where you'll work

In this hybrid role, you'll have a defined work location that includes work from home and 3 office days set by you and your team. For more information on our approach to hybrid work, please visit the how we work website.

Flatiron Health is proud to be an Equal Employment Opportunity employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Job Compensation Range

Salary Range: $124,000.00 - $186,000.00

Preferred Primary Location: NYC Headquarters

An important note on salary

The annual pay range for this position is based on the preferred primary location of the role which is listed above. If you are applying to this role at a location that is not the preferred primary location, please keep in mind the salary range will vary and may fall outside of what is listed. Base pay offered may vary depending on job-related knowledge, skills, and experience. An annual bonus and equity may be provided as part of the compensation package, in addition to a full range of medical, financial, and/or other benefits, depending on the position offered.

Flatiron Health is proud to be an Equal Employment Opportunity employer.

We do not discriminate based upon race, religion, color, national origin, gender (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, or other applicable legally protected characteristics.

Senior Manager, IT