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Form of workJob Description
OVERVIEWSr. IT Support Services Manager is a technical management position responsible for daily/strategic planning, operation, administration, monitoring and maintenance of IT systems, networks, and enterprise applications. Candidate will also manage IT Command Center functions including: staff and developing Help Desk, NOC/Site Support team members; develop, administer, and maintain IT change/incident/problem management systems, applications, tools, procedures, and knowledgebase; analyze, trend, and communicate IT service level performance metrics pertaining to system availability, trouble tickets, and service request activities; implement continuous process improvement to assure quality IT support services; maintain software, hardware and resources inventory;
ESSENTIAL DUTIES & RESPONSIBILITIES
- Plan, establish, implement, and administer IT policies, standards, procedures, measurements, and controls.
- Develop change management processes and regulate adherence.
- Manager technical projects within the support environment (trouble tickets, service request escalations, timely resolution mgmt.).
- Supervise IT Command Center and Site Support teams to ensure timely and effective responses to user and business needs.
- Conduct performance evaluations; make hiring and disciplinary decisions and salary recommendations.
- Meet regularly with support staff to discuss deliverables, timelines, and documentation.
- Oversee support problems and resolutions to determine trouble trends ( For Helpdesk, Desktop, Application, and Infrastructure).
- Monitor, alert, and report on IT system, service, and application performance metrics.
- 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.
- 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.
- Develop and implement a framework to address NOC monitoring/alerting, business impact assessment, Help Desk problem management, and IT service request workflow (Improving efficiency thru metrics/methods or reports).
- 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/projects and provide continuous improvement/updates and flexibility of the support function to assure service exceeds end user expectations.
- Improve employee performance, efficiency, and productivity by continuous coaching/training.
- 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.
- 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/remote locations (When needed), and any other event that requires the schedule to be altered.
- BA degree and/or equivalent combination of education and experience.
- At least 5+ years’ experience in a Help Desk/ Desktop environment and a minimum of 3+ years at the Manager, Project Manager, or Supervisor level.
- Experience directing/managing a team of 5+ people.
- ITIL and PMP best practices
- Experience communicating with and supporting IT end users
- Experience identifying and troubleshooting software problems
- Experience working in a team environment
