What are the responsibilities and job description for the IT Incident Manager position at Association of Village Council Presidents?
Full-time Description
SUMMARY: Under the direction of the IT Director and documented IT Roles and Responsibilities, the Incident Manager supervises and manages the IT Service Desk and Administers the Incidents within the Incident Management software according to the IT Service Level Agreement (SLA). This is a management-level position responsible for analyzing and directing all IT related Services of the organization with supervisory responsibilities for all staff assigned to the IT Service Desk. This position is accountable for ensuring business continuity throughout the organization through IT services including planning, technical leadership, Incident Management, and project coordination. This position also will act as the Business Manager for the IT Department, aligning the needs of AVCP and the Strategic Plans set in place for IT and associated Departments. The Incident Manager will have a level of authority across the IT Department to guarantee timely and effective Incident Management is delivered according to the IT SLA.
PERFORMANCE RESPONSIBILITIES: including the following. Other duties as assigned.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
preferred.
Salary Description $58,750 - $88,379
SUMMARY: Under the direction of the IT Director and documented IT Roles and Responsibilities, the Incident Manager supervises and manages the IT Service Desk and Administers the Incidents within the Incident Management software according to the IT Service Level Agreement (SLA). This is a management-level position responsible for analyzing and directing all IT related Services of the organization with supervisory responsibilities for all staff assigned to the IT Service Desk. This position is accountable for ensuring business continuity throughout the organization through IT services including planning, technical leadership, Incident Management, and project coordination. This position also will act as the Business Manager for the IT Department, aligning the needs of AVCP and the Strategic Plans set in place for IT and associated Departments. The Incident Manager will have a level of authority across the IT Department to guarantee timely and effective Incident Management is delivered according to the IT SLA.
PERFORMANCE RESPONSIBILITIES: including the following. Other duties as assigned.
- Actively assist in the IT Strategic Planning process - ensuring all Service Desk and Incident Management related initiatives are included in yearly and 3-5-year Strategic Plans. Timeliness and Accountability required.
- Perform all supervisory responsibilities associated with the IT Service Desk including daily coverage, staff scheduling, employee evaluations, and other necessary duties.
- Ensuring timely IT Services and Requests are applied within the IT Department through Incident Management following the IT SLA and Communication Plan.
- Apply Incident and Problem Management following ITIL practices, including Problem Resolution, Knowledge Base Delivery, and other needs associated.
- Create and Maintain IT Standard Operating Procedures and 90 Plans for incoming IT Staff members.
- Assist the IT Director, acting as a liaison between the IT Department and AVCP Departments, ensuring the all-IT needs are met across the Organization.
- Working directly with the IT Project Manager - Forecast costs, equipment and personnel needs for projects and programs as required and related to IT Projects.
- Reporting of Incidents and Service Requests to the IT Team, including Weekly, Quarterly, and Annual reports as needed.
- Ensure accurate inventory of all IT related equipment and hardware, within the ITSM Application.
- Develop and implement an on-going program of preventive maintenance for computer hardware and software, through the ITSM/CMS Application.
- Administer and Manage the Corporate PC & Printer Refresh needs for all programs.
- Provide training and technical assistance in the use and operation of computer equipment to staff members
- Mentor and assist IT associates to foster a learning and growth environment.
- Travel to AVCP villages for regular training, technical assistance and maintenance as needed.
To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- A valid Alaska Driver’s License and good driving record to qualify for AVCP Commercial Vehicle Insurance.
- The ability to travel in small planes is required for village related travel.
- This position shall require the ability to lift and carry objects up to 50 pounds.
- Must have strong customer-service oriented skills and communication ability.
- Must be self-starting, independent worker who is able to work effectively as part of a team.
- Understanding and following oral and written instructions.
- Excellent communication and negotiations skills, to ensure proper communication is relayed to all stakeholders.
- Associate degree or equivalent from an accredited university in Computer Science, Computer
- Information Systems is preferred. May substitute with the following.
- Three (3) years’ of progressively responsible experience in IBM/PC, Network Technician, and
- professional data processing.
- A , Customer Service Representative and ITIL Foundation Certification preferred. Must be willing to
- complete certifications or training as necessary.
- Knowledge of ITIL Fundamentals including process automation, best practice approach, technology
- efficiency, and effectiveness.
- Knowledge of systems design, configuration, and implementation.
- Knowledge of research, analysis, and interpretation methods and practices.
- Skill in planning, prioritizing, scheduling, assigning, reviewing, and evaluating work.
- Skill in establishing and maintaining effective working relationships.
preferred.
Salary Description $58,750 - $88,379
Salary : $58,750 - $88,379
