IT Service Desk Manager; SNOW – Onsite Tampa

Direct message the job poster from Innova Solutions

Innova Solutions is seeking an IT Service Desk Manager to lead and oversee the IT Services team, ensuring smooth daily operations.

• This role involves mentoring, motivating, and training team members to meet departmental goals while maintaining strong communication with senior management to align initiatives with strategic objectives.
• The IT Support Manager will be responsible for managing Help Desk operations, providing technical assistance to IT employees on hardware, software, peripherals, and networked systems.
• Advanced troubleshooting, deployment of applications, and maintaining up-to-date technical documentation are key aspects of this role.
• Taking initiative of IT Project, and Managing IT projects are expected and required
• Experience with Service NOW is required
• Job is onsite in Tampa to start, but will have remote flexibility once acclimated

Key Responsibilities

• Team Leadership: Supervise, coach, and develop IT Services team members, driving performance and growth.
• Communication & Strategy: Keep leadership informed of challenges, updates, and opportunities within Help Desk and Desktop Support.
• Project Management: Define scope, set goals, and oversee IT projects, ensuring timely execution and business alignment.
• Technical Support: Provide advanced troubleshooting for Windows OS, Office applications, call center software, and core processing systems.
• Systems Management: Oversee deployment, monitoring, upgrades, and support for computing infrastructure, operating systems, and software patches.
• Help Desk Efficiency: Ensure timely resolution of support tickets and maintain technical documentation.
• Software Compliance: Manage licensing requirements for desktop applications and other critical programs.
• Disaster Recovery: Develop and implement a robust disaster recovery plan for Help Desk systems.
• Process Improvement: Continuously evaluate and recommend new technology solutions to enhance system performance.
• Policy Development: Create and maintain guidelines, procedures, and compliance frameworks for the Electronic Services team.
• Change Management: Ensure adherence to IT Change Management processes.

General Accountabilities

• Uphold IT guiding principles through leadership and key initiatives.
• Maintain strict confidentiality of member and employee information.
• Ensure compliance with institutional regulations.

Required Skills & Experience

• Bachelor’s degree in technology or management-related disciplines (or equivalent experience).
• 2+ years of supervisory experience or 5+ years of progressive IT support experience.
• 5+ years in Help Desk or desktop support, providing direct end-user technical assistance.
• Expertise in Windows OS, Windows Server, and Microsoft Office applications.
• Strong customer service and troubleshooting skills.
• Experience with ITIL frameworks (certification preferred).
• Experience with Service Now ticketing experience
• Experience in automating software installations and mass deployments is highly desirable.
• Excellent communication and interpersonal skills for effective collaboration.
• Ability to work independently and meet tight deadlines.

Compensation Package:

• Annual Bonus: Target of 7%–11.25%, with recent payouts closer to the higher end.
• Salary Increases: Annual merit-based raises determined by individual performance and company success.
• 401(k) Matching:
• 8% contribution, fully vested immediately.
• 100% match up to 6% of employee contributions.

PAY RANGE AND BENEFITS:

Pay Range- $110-128K/year USD/year range Benefits:
Innova Solutions offers benefits( based on eligibility) that include the following:
Medical & pharmacy coverage, Dental/vision insurance, 401(k), Health saving account (HSA) and Flexible spending account (FSA), Life Insurance, Pet Insurance, Short term and Long term Disability, Accident & Critical illness coverage, Pre-paid legal &  protection, Sick time, and other types of paid leaves (as required by law), Employee Assistance Program (EAP).

Website:  is an Equal Opportunity Employer and prohibits any kind of unlawful discrimination and harassment. Innova Solutions is…