We are looking for an experienced IT Manager to oversee Technical operations, including support and network functions. Reporting to the VP of IT, you will be responsible for managing the day to day work and IT team projects, helpdesk team, ticket queues, and escalations, ensure that all technical support issues raised are followed to resolution, maintain corporate network equipment, monitor traffic, and respond to network alerts ensuring continuous in-office connectivity.
To be successful as an IT Manager, you should have excellent organizational, management and communication skills. Ultimately, the goal of the IT Manager is to ensure that technical operations meet the day to day needs of the business, and staff can perform their job duties efficiently while receiving professional and efficient technical support in order to keep operations running smoothly.
What you'll be doing...
Assist VP of IT in overseeing daily technical operations (helpdesk, network, conference room AV, VoIP, etc) management of vendors, hardware inventory, software licenses, and network operations.
Provide daily management, supervision, and prioritization of all Help Desk ticket-based workflow and ongoing project initiatives including resource management
Actively participate in Help Desk ticket queues and project-based initiatives
Delegate tickets/tasks to team members and resolve escalated issues in a timely manner
Develop and maintain FAQs in support of standard business applications and technologies
Work closely with VP of IT, and System Admins to manage desktop standards ensuring ongoing compliance with security and regulatory obligations, identifying ways to enhance business operations, automations, etc.
Mentor Help Desk resources developing excellent customer service delivery and performance
Establish and demonstrate an understanding of evolving customer and business needs. Ensure the same level of understanding across the helpdesk team
Create and maintain a program for increased business, customer service, and technical knowledge, including process documentation
Monitor and identify customer issues or problems which may require changes to procedures, standards, and systems
Prepare the support team for new product/service releases
Maintain current knowledge of industry trends and potential impact on the support business
Develop, manage, and participate in support escalation service in-line with company business hours
Minimum 5-7 years experience with a variety of IT/Network Architecture, desktop hardware, software applications, operating systems (PC/MAC) and network connectivity.
Experience overseeing IT/Helpdesk preferred
Highly motivated team player with strong organizational and troubleshooting skills
Proficient knowledge of Office 365 required - Email/OneDrive/Teams/SharePoint
Experience supporting Microsoft Office suite on PC/Mac (Outlook, Word, Excel, PowerPoint) required
Proficiency in Networking (Familiar with Cisco Meraki a plus)
Advanced knowledge of Azure Active Directory a plus
Familiar with Zendesk/JIRA a plus
Familiar with mobile device management tools a plus
Industry certifications are a plus
Experience working in Healthcare environment a plus
Excellent verbal communication skills with the ability to communicate effectively with technical and non-technical colleagues at all levels in the organization.
Ability to work in a fast-paced team-oriented environment
Progynyis a leading fertility benefits management company in the US.We are redefining fertility and family building benefits, proving that a comprehensive and inclusive fertility solution can simultaneously benefit employers, patients, and physicians.Our benefits solution empowers patients with education and guidance from a dedicated Patient Care Advocate (PCA), provides access to a premier network of fertility specialists using the latest science and technologies, reduces healthcare costs for the nation's leading employers, and drives optimal clinical outcomes. We envision a world where anyone who wants to have a child can do so.
Our mission is tomake any member's dream of parenthood come true through a healthy, timely,and supported fertility and family building journey.
Come join a companythat'sbeen recognized by Modern Healthcare as one of the Best Places to Work in Healthcare.
Family friendly benefits: Paid maternity and paternity, fertility benefits (including egg freezing and IVF), emergency childcare program, parent's group
Health, dental, vision and life insurance options for employees and family
Paid vacation and summer flex time
Company social events
Sit/ stand desks
Flex days (3 days a week in the office) for positions located at NY office
Progyny is anEqual Opportunity Employer.We respect and seek to empower each individual and support the diverse cultures, perspectives,skillsand experiences within our workforce.