IT Manager | End User Support Lead
Macpower Digital Assets Edge
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:
Preferred Background:
- Candidates with experience in insurance, brokerage, or benefits management systems will stand out.
- 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.
- ssign 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.
- 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).
- 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.
- Not suitable for candidates with primarily infrastructure, engineering, or development PM experience who lack direct user support exposure.
Vacancy posted 5 days ago
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