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IT Manager | End User Support Lead

Macpower Digital Assets Edge Private Limited

New York, NY

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JOB DETAILS
SALARY
$90–$100 Per Hour
SKILLS
Atlassian JIRA, Brokerage, Business Administration, Communication Skills, Compensation and Benefits, Cross-Functional, Customer Service Management, Customer Support/Service, Documentation, Health Informatics, Help Desk, IT Service Management (ITSM), ITIL (IT Infrastructure Library), Information Systems/Technology IS/IT Administration, Information Technology & Information Systems, Leadership, Maintain Compliance, Management of Information Systems/Technology (MIS), Mentoring, Microsoft Project, Organizational Skills, Process Development, Process Improvement, Project Management Professional (PMP), Project Management Software, Project Tracking, Project/Program Management, Risk Management, Service Delivery, Software Administration, Systems Administration/Management, Technical Support, Time Management, User Interface/Experience (UI/UX)
LOCATION
New York, NY
POSTED
9 days ago
About the Role: We're looking for a highly organized IT Project Manager to lead our User Support team. In this role, you'll oversee projects that improve IT support services, ensuring smooth operations and exceptional user experience.
Preferred Background:
  • Candidates with experience in insurance, brokerage, or benefits management systems will stand out.
Key Responsibilities:
  • Manage IT user support projects from start to finish, ensuring timely completion.
  • Define project scope, goals, and deliverables with stakeholders.
  • Lead and mentor the IT User Support team, fostering collaboration.
  • Assign and track tasks, ensuring alignment with business goals.
  • Serve as the primary contact for stakeholders, addressing project risks and concerns.
  • Facilitate team meetings, provide updates, and gather feedback.
  • Identify process improvement opportunities to enhance IT support efficiency.
  • Maintain documentation for compliance and future reference.
Basic Qualifications:
  • Bachelor's degree in IT, Business Administration, or a related field.
  • 10+ years in IT, with at least 5 years as a Project Manager focused on application support and service management.
  • Experience with Applied Systems or Vertafore products (Epic, Sagitta, BenefitPoint, ImageRight).
  • Strong knowledge of ITIL processes, ticketing systems, and escalation management.
  • Proficiency in project management tools (Microsoft Project, Jira, Trello).
  • Excellent communication and stakeholder management skills.
  • PMP certification (preferred).
Who Should Apply:
  • Hands-on IT Support & Service Management experience with expertise in ITIL frameworks, ticketing systems, and escalation processes.
  • Proven Project Management background with over 5 years of experience leading IT user support initiatives and improving service delivery.
  • Strong process optimization mindset with the ability to identify inefficiencies in IT support workflows and enhance operational performance.
  • Effective stakeholder management skills, ensuring seamless cross-functional collaboration, risk mitigation, and clear communication across technical and business teams.
Who Should Not Apply:
  • Not suitable for candidates with primarily infrastructure, engineering, or development PM experience who lack direct user support exposure.

About the Company

M

Macpower Digital Assets Edge Private Limited

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