Full-Time

Sr. IT Manager

Confirmed live in the last 24 hours

Parsons

Parsons

10,001+ employees

Provides solutions for security and infrastructure

Industrial & Manufacturing
AI & Machine Learning
Defense

Compensation Overview

$117k - $210.6kAnnually

Senior

Remote in USA

Category
IT Project Management
IT Support
IT & Security
Required Skills
Data Analysis
Requirements
  • Bachelor’s degree in Information Technology, Computer Science, or a related field.
  • Proven experience in a service desk or IT support role, with at least 5 -8 years in a leadership position.
  • Strong knowledge of IT service management (ITSM) frameworks and best practices.
  • Excellent leadership, communication, and interpersonal skills.
  • Ability to manage multiple priorities and work under pressure.
  • Proficiency in using service desk software and tools.
  • Experience with data analytics and modern end-user support tools.
Responsibilities
  • Govern and manage the outsourced service desk provider to ensure service delivery meets contractual obligations and performance standards.
  • Monitor and evaluate the service provider’s performance through established metrics and KPIs.
  • Conduct regular reviews and audits of the service provider’s performance.
  • Address and resolve any issues or escalations with the service provider.
  • Lead, mentor, and manage a team of internal / external resources.
  • Conduct regular performance reviews and provide feedback.
  • Develop training programs to enhance team skills and knowledge.
  • Foster a positive and collaborative team environment.
  • Oversee the day-to-day operations of the service desk.
  • Ensure timely and accurate resolution of IT support requests.
  • Implement and maintain service desk policies, procedures, and best practices.
  • Utilize data analytics to monitor service desk performance and identify trends.
  • Analyze ticket data to identify recurring issues and areas for improvement.
  • Develop and implement strategies to reduce repeated ticket patterns through automation and process improvements.
  • Stay updated with the latest end-user support tools and technologies.
  • Implement modern support processes to enhance efficiency and user experience.
  • Identify and leverage opportunities to automate routine tasks and streamline workflows.
  • Ensure high levels of customer satisfaction through prompt and effective support.
  • Handle escalated issues and complaints, providing resolution and follow-up.
  • Develop and maintain strong relationships with internal and external stakeholders.
  • Identify areas for improvement in service desk operations and implement solutions.
  • Stay updated with industry trends and advancements in IT service management.
  • Lead initiatives to enhance service delivery and efficiency.
  • Prepare regular reports on service desk performance and activities.
  • Maintain accurate documentation of processes, procedures, and resolutions.
  • Ensure compliance with company policies and regulatory requirements.
  • Establish and maintain channels with the BRM team and key stakeholders.
  • Ensure a thorough understanding of user experiences with IT services and support.
  • Drive opportunities to enhance user satisfaction and service quality.
  • Coordinate with other IT departments to ensure seamless support and service delivery.
  • Communicate effectively with team members, management, and stakeholders.
  • Participate in IT projects and initiatives as required.
  • Own and manage key ITIL processes including IT Change Management, Problem Management, and Critical Incidents.
  • Ensure adherence to ITIL best practices and continuous improvement of these processes.
  • Lead the resolution of critical incidents and ensure effective problem management to prevent recurrence.
Desired Qualifications
  • ITIL certification or similar is preferred.
  • Experience managing outsourced service providers is highly desirable.

Parsons provides solutions in national security, defense, and global infrastructure. The company offers a wide range of services, including infrastructure projects and advanced technology solutions, to both government and commercial clients. Their expertise includes systems and software engineering, quality assurance, compliance, and security. Parsons focuses on delivering valuable solutions that tackle complex challenges in security and infrastructure, generating revenue through contracts with government agencies and commercial entities. A key aspect of Parsons' approach is the use of artificial intelligence to improve operations and drive innovation, ensuring the integrity of critical systems and preparing data for AI applications to enhance efficiency and security.

Company Stage

IPO

Total Funding

$243.2M

Headquarters

Centreville, Virginia

Founded

1944

Simplify Jobs

Simplify's Take

What believers are saying

  • Parsons secured a $53M contract for Riyadh's Roads Program, boosting Middle East presence.
  • The Caltrans contract strengthens Parsons' role in California's infrastructure development.
  • Retirement Systems of Alabama's investment indicates confidence in Parsons' growth potential.

What critics are saying

  • Loss of key personnel like L. Roger Mason may impact strategic initiatives.
  • Geopolitical tensions over critical metals like antimony could affect national security projects.
  • Intensifying competition in infrastructure and defense sectors may impact Parsons' market position.

What makes Parsons unique

  • Parsons integrates AI to enhance national security and infrastructure solutions.
  • The company has a strong track record with government and commercial contracts.
  • Parsons' joint venture with V2X targets long-term scientific research support.

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Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Paid Vacation

401(k) Retirement Plan

401(k) Company Match

Flexible Work Hours

Employee Stock Ownership Plan