Manager, IT Support Services

at  INDEPENDENT LIVING SYSTEMS

ABOUT US

Join us in making a career in Independent Living Systems, an industry leader in managing home and community-based programs for over 20 years. Independent Living Systems, LLC and its subsidiaries offer a comprehensive range of clinical and third-party administrative services to managed care organizations and providers that serve high-cost, complex member populations in the Medicare, Medicaid, and Dual-Eligible Market. ILS provides tailored integrated solutions aimed at improving health outcomes while rebalancing costs, addressing social determinants of health and connecting members with community-based resources.

POSITION SUMMARY

The Manager, IT Support Services will oversee a dedicated team responsible for ensuring the smooth operation of all end-user computing needs, including hardware, software, networking, and peripherals. This role requires strong leadership skills, broad technical expertise, and a customer-centric mindset.

EDUCATION AND EXPERIENCE

• 3+ Microsoft Certifications.
• MCSE preferred.
• High School Diploma.
• College degree preferred.
• 3+ years of experience in an IT Leadership position.
• Minimum of 5 years supporting end users & infrastructure in a medium to large organization.
• ITIL certification preferred.
• Additional years of experience may be substituted depending on skills and accomplishments.

REQUIRED SKILLS

• Strong technical expertise in areas such as helpdesk operations and end user support.
• ITIL best practices.
• Microsoft applications and operating systems.
• Active Directory and group policy troubleshooting.
• C-Suite executive management support.
• Able to facilitate and lead Incident Management.
• Able to plan and prioritize activities and incidents.
• Effective communication and interpersonal skills.

• Directly manage a team of IT support specialists, providing guidance, coaching, and development opportunities.
• Ensure timely resolution of escalated technical issues while maintaining high levels of customer satisfaction.
• Monitor service metrics and KPIs, implementing improvements as necessary to enhance service quality and efficiency.
• Lead IT initiatives related to client support services
• Monitor and report on the IT budget against given targets.
• Manage IT equipment inventories for all companies.
• Manage vendor relationships and ensure timely/accurate communication and resolution of issues.
• Develop, maintain and enforce Departmental Policies, Processes and Procedures
• Improve processes, and tools, to improve service delivery timeliness, cost, quality, risk, efficiency and value across all business lines.
• Provide facilities support for all IT and building systems including security.
• Additional duties as assigned.
• SHIFT FLEXIBILITY REQUIRED – Must be able to work evenings and weekends when necessary.