Job Details
Job Description OVERVIEW Sr. 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. OTHER RESPONSIBILITIES 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. Education/Experience 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