IT Manager

Res-Care, Inc. Houston , TX 77020

Posted 2 months ago

Our Company

Equus Workforce Solutions

Overview

Information Technology focuses on technology that powers and enables storage, processing, and information flow within our organization. If your enjoy creating ways for technology to assist in decision making then we would love to hear from you. Please apply today!

Responsibilities

  • Provides management support to Company's Information Technology Help Desk team to include coaching, mentoring, performance reviews, and creation and review of Key Performance Indicators

  • Responsible for assisting First, Second, and Third Level support regarding technical problem resolution

  • Reviews outstanding problems to ensure proper documentation and escalating procedures are followed. Provides status updates to upper management and makes recommendations to resolve the issue

  • Monitors outstanding issues to ensure both response and turnaround times are met

  • Ensures that the Help Desk will be able to support new applications or change of applications with minimal impact to service

  • Manages the daily call volume and work flow of the Help Desk to identify strengths and weaknesses of the team. Measures Key Performance Indicators to develop process improvement for the individual and for the team and reports Help Desk stats

  • Identifies and recommends opportunities to improve and enhance Personal Computer and Support Services to our customers

  • Assists the Director of End User Support in all projects within the Help Desk associated with the user experience which includes but is not limited to: documenting project progress, meeting with project managers for the status of deliverables, and executing project teams in support of new applications and technology

  • Helps with the installation and upgrade of new or remodeled sites

  • Assists all internal Technology Solutions Services groups with deployment or upgrades of technology and provides support as needed

  • Assists in development and execution of Information Technology support strategies for Company's Workforce and Job Corp divisions in the Request For Proposals process for new and rebid business

  • Other duties as assigned

Qualifications

  • Associates degree in Information Technology or related field is required. Appropriate education and/or experience may be substituted on and equivalent basis

  • Minimum of three years experience in Information Technology and prior experience in a phone support position

  • Two to three years in a management role is desired

  • Professional Certifications such as MCSE, A+, CNA, CNE, HDI, or ITIL preferred

  • Proficiency with Active Directory, remote desktop tools, and ticketing systems

  • Expert research and documentation skills in a large scale environment

  • Established knowledge of strong technology management in a call center environment

  • Strong issue management skills with the ability to define troubleshooting and remediation/resolution plans

About our Line of Business

Equus Workforce Solutions, formerly ResCare Workforce Services, is the nation's leading provider of workforce development services in North America. With a dedicated and passionate team, Equus puts the industry's best practices to work nationwide by focusing on the development, design, and delivery of demand-driven workforce solutions. Assisting over a million job seekers and thousands of employers annually, Equus Workforce Solutions is the most comprehensive workforce development company in the United States. For more information visit https://equusworks.com.

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IT Manager

Res-Care, Inc.