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IT Manager | End User Support Lead

MDA Edge

Role overview

Qualifications

  • Bachelor's degree in IT, Business Administration, or a related field
  • 10 plus years in IT, with at least 5 years as a Project Manager focused on application support and service management
  • Strong knowledge of ITIL processes, ticketing systems, and escalation management
  • Excellent communication and stakeholder management skills

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
  • Identify process improvement opportunities to enhance IT support efficiency

About the company

MDA Edge logo

MDA Edge

Business Consulting & Services

Our objective is to establish an exceptional ecosystem by connecting individuals, technology, and prospects through the application of human intelligence.MDA Edge is a process-oriented company and our expertise lies in providing comprehensive Workforce Solutions, specifically focusing on Contingent Staffing, Bulk/Project Staffing, RPO/KPO/BPO, and Direct Hire services. We cater to a wide range of industries, including Infrastructure Consulting, Engineering Consulting, IT Consulting, Healthcare, Life Sciences, Pharmaceutical Consulting, Consumer Goods, Education, Transportation & Logistics, Media & Entertainment, Telecom, BFSI, Manufacturing, Utilities & Energies, and Corporate Recruitment. Moreover, we have developed a dedicated focus on Government Consulting.Our company prides itself on a meticulous approach, ensuring that we meet your specific needs. We have established a robust network of highly skilled professionals who are readily available to fulfill your requirements. With a strong commitment to excellence, we consistently deliver exceptional results for clients in India, Denmark, France, Germany, Ireland, Japan, Spain, Thailand, the USA, Canada and Mexico, with ongoing expansion efforts to serve more new regions in the near future.We consistently uphold the highest standards of quality by providing resources, time, and materials to design, implement, and support efficient operations for organizations. Our track record of measurable accomplishments demonstrates our commitment to cultivating a balanced work and societal ecosystem.Our continuous growth, successful customer engagements, and strong customer retention exemplify our achievements. Furthermore, our passion lies in streamlining complex business processes through the application of suitable technology, which has been integral to our success.We extend an invitation to join our dynamic workplace, offering rapid growth opportunities, excellent employee benefits, and a positive work-life balance.

Company details

Company typeScaleup
IndustryBusiness Consulting & Services
Company size201 - 500

Links

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Job description

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.

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MR

Marcus Rivera

Chief Revenue Officer

m.rivera@company.com
linkedin.com/in/marcusrivera
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