Information Technology Support Manager

OVERVIEW/GENERAL PURPOSE OF POSITION

The Enterprise IT Support Manager is a technical management position responsible for daily planning, operation, administration, monitoring and maintenance support of enterprise applications and devices, as well as, infrastructure computing and storage systems, networks, telecom devices, mobile devices, and printer/output platforms. Enterprise IT Support technical management functions including: Help Desk Tier I/Tier II, Network Operations Center, and Site Support services. Also responsible for team member learning and develop, active directory domain service and security administration, and facilitation of ITIL domains including: incident management, problem management, change management, asset management, configuration management, service level management, and data protection. This position is directly responsible for the maintenance and administration of service request and ticket systems, infrastructure monitoring systems and tools, and the development and maintenance of standard operating procedures and system build/image standards and guidelines. Responsible for IT service level performance metrics, dashboards, and reports pertaining to system availability, trouble tickets, and service request activities.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Plan, establish, implement, and administer IT policies, standards, procedures, measurements and controls.
• Develop change management processes and regulate adherence.
• Manage technical projects within the support environment.
• Meet regularly with support staff to discuss deliverables, timelines, and documentation.
• Supervise Enterprise IT Support teams to ensure timely and effective responses to user and business needs.
• Conduct performance evaluations; make hiring and disciplinary decisions and salary recommendations.
• Oversee Helpdesk, Desktop, Application, and Infrastructure support problems and resolutions to determine trouble trends.
• Monitor, alert, and report on IT system, service, and application performance metrics.
• Manage trouble ticket and service request escalations to ensure timely resolution and/or fulfillment.
• Communicate incident and root cause notifications to internal business units.
• Provide management reports on IT system availability.
• Develop and establish site support deployment and provisioning standards and procedures.
• Work closely with department contacts on issues to improve customer relations and technical support.
• Provide training on new hardware and/or software applications.
• Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner.
• Respond promptly when returning telephone calls and replying to correspondence and faxes.
• Responsible for compliance with all federal, state and local laws, rules and regulations affecting Company.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.
• Occasional travel may be required (less than 10%)
• Responsible for performing other duties and responsibilities, as required.

OTHER DUTIES AND RESPONSIBILITIES

• Develop and implement a framework to address NOC monitoring/alerting, business impact assessment, Help Desk problem management, and IT service request workflow.
• Assist with development and maintenance of formal HelpDesk, NOC, and Site Support Desktop knowledgebase, policies and procedures for consistency and increased productivity.
• Analyze and provide metrics to assist in improving all IT support areas.
• Analyze Help Desk, NOC, and Site Support trends and provide continuous improvement and flexibility of the support function to assure service exceeds end user expectations.
• Improve the efficiency of the Help Desk, NOC, and Site Support Specialist by arranging and/or presenting training sessions.
• Improve the employee performance, efficiency and productivity by continuous coaching.
• Review technician tickets daily for accuracy, policy adherence, and feedback opportunities.
• Evaluate the performance of team through several statistical and reporting methods and models.
• Execute proper methodologies to improve call resolutions, manage customers’ individual perceptions and develop strong and stable internal relationships.
• Develop and distribute IT reports and metrics.
• Manage all Service Desk related projects, providing regular updates to the project stakeholders.
• Ensure technician adherence to company and IT policies and procedures.
• Emergency escalation point for major issues, including after-hours and weekend on call rotation.
• Responsible for managing the schedule for all shifts on the Help Desk and NOC as well as technician PTO requests, sick days, travel to facilities, and any other event that requires the schedule to be altered.
• Able to travel to remote locations on occasion.

JOB REQUIREMENTS

• Education and Experience – Required IT support education, training, licenses, accreditation or certification and number of years and type of directly related experience. If applicable, please identify if an alternate “equivalency” of a combination of education and experience is sufficient.
• Degree __Associates or Bachelor_______________ Preferred major/area of study ____Computer Science/ MIS
• Number of years of supervisory/management experience (if any) _____3_______________
• Number of years of experience ___5_____
• BA degree and/or equivalent combination of education and experience. At least 3-5 years' experience in a Help Desk/Desktop support environment and a minimum of 3 years at the Manager, Project Manager, or Supervisor level. Experience managing a team of 5 people.

Type of experience – Requires ……

• Help desk management
• Site support desktop management
• ITIL and PMP best practices
• Experience communicating with and supporting IT end users
• Experience identifying and troubleshooting hardware and software problems