Full-time
Scranton, PA
Job description
Job Title:
IT ManagerJob Description
We're Concentrix. The intelligent transformation partner. Solution-focused. Tech-powered. Intelligence-fueled.The IT Manager is responsible for a discreet range of responsibilities across the Region. (North America). The successful candidate will be responsible for the support of some of our more critical users in the region as along with several physical locations within the United States.
He/she will be responsible for the day-to-day work of an end user support IT team and ensuring that work is properly allocated and completed in a timely manner. He/she will provide technical and people leadership to the team and support customer service efforts across our end-user environment. Forging strong relationships with our business partners is critical.
The manager will also manage several projects in parallel. These will be focused on end user procurement and provisioning across the region.
Responsibilities
Oversee and direct the day-to-day activities of an IT Operations team, including virtual team members supporting a number of physical locations and some of the regions senior leadership ensuring that systems are running reliably and securely. This is primarily focused on end user issues, however partnering with other infrastructure teams is critical as needed.
Maintain and prioritize work in team(s) queue, including commitment to meet stated business Service Level Agreements and/or Service Level Objectives.
May manage several projects likely pertaining to end user procurement and provisioning.
Review all Service Level and Operational Metrics and KPI scorecards for service delivery; identify and recommend areas of improvement and seize opportunities to implement
Analyze inquiries to identify recurring user problems, recommend solutions, and identify areas where service(s) can be improved.
Plan, prioritize, and schedule activities to ensure continuity of service.
Respond to IT tickets, including complex, escalated inquiries, and resolve according to SLAs
Monitor existing processes, analyze their effectiveness and create strategies to improve productivity and efficiency
Support all IT end users, regarding IT tools and processes, within the assigned purview
Collaborate with IT Leadership on functional strategy; lead and implement as agreed.
Partner with the business units, including business leadership, to ensure business needs are met and ensure work is completed on time, within budget and internal/external stakeholder expectations are met.
Assist in the preparation, management and delivery of the Operating and Capital expenditures budget.
Deliver innovation, new technologies and solutions
Lead by example and manage IT staff by recruiting, training and coaching employees, driving accountability through communicating job expectations and appraising their performance
Ensure the satisfaction of internal and external clients
Proactively identify IT opportunities to improve performance and quality
Practice and encourage knowledge sharing with a focus on establishing best practices
Qualifications
6+ years’ relevant experience, ideally leading day-to-day IT operations (primarily endpoint support), IT management and/or IT Service Delivery in a BPO environment (preferred), including budget oversight (preferred)
Bachelor Degree or equivalent required
People management experience (preferred)
Deep technical background in Windows with a strong understanding of Active Directory is required.
Experience with the following tools is preferred; Cortex, Crowdstrike, BigFix, and SCCM
Proven track record in successfully establishing, building and growing both business and client relationships
Strong attention to detail with history of delivering results
Solid leadership and communication/presentation skills with proven record of leading through influencing others across a geographically dispersed, highly matrixed organization.
Certification in any of the following is preferred but not required: ITIL, Cobit, MCSE,A+, Network+, A+, N+ and/or MCTS/MCITP
Strong English speaking capabilities is required.
At Concentrix, we provide customer experience solutions that may involve handling sensitive data. As part of our hiring process, all candidates must undergo a background check in accordance with applicable law, which will include identity verification and employment eligibility.
The base salary for this position is $90,000 - $131,786, plus incentives that align with individual and company performance. Actual salaries will vary based on work location, qualifications, skills, education, experience, and competencies. Benefits available to eligible employees in this role include medical, dental, and vision insurance, comprehensive employee assistance program, 401(k) retirement plan, paid time off and holidays and paid learning days.
The deadline to apply for this position is: 08/01/ 2025
Location:
Language Requirements:
Time Type:
Full time
Physical & Mental Requirements: While performing the duties of this job, the employee is regularly required to operate a computer, keyboard, telephone, headset, and other office equipment. Work is generally sedentary in nature.
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Concentrix is an equal opportunity and affirmative action (EEO-AA) employer. We promote equal opportunity to all qualified individuals and do not discriminate in any phase of the employment process based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, pregnancy or related condition, disability, status as a protected veteran, or any other basis protected by law.
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