Manager of Outage Management

RESPONSIBILITIES:
Are you ready to lead critical IT service operations in a dynamic, enterprise-scale environment? Kforce is working with a unique client in search of a Manager of Outage Management to drive excellence in Incident and Problem Management across a large and complex organization. This hybrid role (NYC) offers the opportunity to work closely with cross-functional teams, shape service delivery strategies, and make a meaningful impact on business continuity and performance.

Key Tasks:
* Champion ITIL-based Incident and Problem Management practices to ensure consistent, effective service across the organization
* Align IT services with business goals, ensuring technology supports strategic priorities
* Lead continuous improvement efforts to enhance efficiency, service quality, and customer satisfaction
* Collaborate with stakeholders across IT and business units to identify needs and resolve issues
* Monitor service performance, track KPIs and SLAs, and implement improvements
* Manage incident response processes to ensure rapid resolution and root cause analysis
* Inspire and guide IT service teams to meet delivery goals and exceed expectations
* Define and manage SLAs to ensure services meet customer needs
* Analyze incident and problem data to uncover trends and drive proactive solutions
* Stay ahead of emerging technologies and best practices in outage management

REQUIREMENTS:
* Bachelor's degree (required)
* 4+ years of experience in IT management and support, especially in end-user computing and infrastructure
* Experience in healthcare or similarly complex environments
* Strong technical knowledge of Windows/Mac workstation environments, TCP/IP protocols, and support tools
* Proven leadership skills and ability to collaborate with stakeholders and vendors
* Excellent communication, analytical, and decision-making abilities

Preferred Qualifications:
* 5-7+ years in IT service management or related leadership roles
* Deep understanding of IT systems, networks, and infrastructure
* Familiarity with ITIL framework and service management best practices
* Experience with data analysis and reporting
* Strong troubleshooting and problem-solving skills
* Business acumen and strategic alignment capabilities
* Budgeting and resource allocation experience
* Skills in risk management, negotiation, and conflict resolution
* Ability to communicate effectively across technical and non-technical audiences
* Time management and organizational skills to thrive under pressure

Additional Details:
* Hybrid work model: 2-3 days onsite in NYC
* May include on-call responsibilities

Why Join Us:
This is more than a job, it's a chance to lead transformative IT initiatives in a mission-driven organization. You will work with passionate professionals, gain exposure to cutting-edge technologies, and contribute to a culture of innovation and service excellence.

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

By clicking ?Apply Today? you agree to receive calls, AI-generated calls, text messages or emails from Kforce and its affiliates, and service providers. Note that if you choose to communicate with Kforce via text messaging the frequency may vary, and message and data rates may apply. Carriers are not liable for delayed or undelivered messages. You will always have the right to cease communicating via text by using key words such as STOP.