POSITION SUMMARY:

This position is responsible for Customer Service and run time IT operations support functions.  Member of the Information Technology Management team and as such, is responsible for assisting in the overall strategy and vision of Customer Service and runtime operations within the organization.  Manages a variety of vendor relationships for those vendors providing support as part of Information Technologies, including the outsourced Help Desk support and collaborates with other tier 2 and tier 3 IT internal and vendor teams to ensure system uptime and high levels of customer satisfaction.

ESSENTIAL JOB FUNCTIONS:

• Work with vendors to ensure 24 X 7 monitoring and tracking of all in sourced and outsourced IT applications and systems.
• Create standard operating procedures to track, alert and escalate all significant IT outages and system issues. Serve as the escalation point for all production IT system issues.
• Collaborate with vendors to ensure Service Level Agreement and escalation resolutions are met.
• Manage, analyze and forecast departmental budget.
• Analyze daily, weekly and monthly statistical reporting and present periodic trend analysis reports to CIO
• Implement standards in the Customer Service Area for the Help Desk.
• Consult and guide staff in career development and performance management.
• Perform general administrative functions.

EDUCATION/EXPERIENCE:

MINIMUM EDUCATION:

Bachelor’s Degree required.

Professional Help Desk Manager Certification preferred.

Six Sigma certification required

MINIMUM EXPERIENCE:

10 years to 12 plus years in Information Technology management

Help Desk Management or Customer facing experience.

Experience managing 24 X 7 production IT operations

Six Sigma Certification required.

MINIMUM SKILL REQUIREMENTS:

 Work is analytical, non-standard and widely varied requiring the interpretation and application of a variety of policies and procedures.  Analytic ability and inductive thinking are required for the application of multiple, technical activities.  Problem solving involves identification and analysis of diverse issues. 

Has managerial skills needed for supervising multiple functions, with full responsibility for effective operation and results. Involves leadership which routinely affects multiple divisions and/or the external organizations in a demonstrable way.  Makes multifaceted decisions; supervision is present on a limited time basis to review broad objectives.  Independent judgment is required to review and approve major recommendations, establish procedures, and coordinate technical and administrative recommendations with organization-wide policies.  Responds to and handles unfamiliar situations with little supervisory guidance.

Has advanced professional skills at the level of a "seasoned" professional.  Requires extensive knowledge of their discipline and a working knowledge of related fields.  Understands information in several unrelated professional disciplines.

Solves problems that are complex, varied and only mildly related to those seen before.  Simply determining what the problem is requires major individual effort and/or consultation with others within the department.  A high degree of analytical ability and inductive thinking may be required to solve highly intricate, technically complex problems.  Must be able to develop new and nonstandard approaches.

·        Completes work that requires developing imaginative and complex methods, procedures, products or systems.  This is an important part of the job and results generally affect several departments within the organization.

Serves as a project manager responsible for oversight of a small project team. The project typically has well defined goals and follows a well-established process (this may be recurring work).

Requires regular contacts with internal persons of importance and influence involving considerable tact, discretion and persuasion in obtaining desired actions and/or the handling of difficult personal relationships.  Requires regular contacts with external persons of importance and influence involving considerable tact, discretion and persuasion in obtaining desired actions and/or the handling of difficult personal relationships.

PHYSICAL, MENTAL AND ENVIRONMENTAL DEMANDS:

·         Working conditions of the position are a normal office situation.

·         Should be available 24 X 7 as an escalation point to help drive resolution for significant system outages.

·         May work alone or closely with others.

·         Work is completed sitting at a desk or table with intermittently standing and stooping.

·         May be required to do light lifting or carrying.

·         Capable of working in a fast paced environment and in stressful situations.

·         Must respond to multiple task interruptions and still provide service to internal and external customers in a professional and courteous manner.

·         Requires overnight travel 20% of the time.

·         May be required to sit and/or stand for long periods of time.

·         Requires good hearing.

·         Requires good near and distant vision.