PURPOSE OF POSITION:
This position provides daily supervision and project management of activities related to the desk side customer support group. The ITSM develops and implements processes to maintain superior customer service and ensures that the functional needs of this customer base are understood and met. The ITSM is responsible for critical decision-making and coordination of duties assigned to the Desktop Analysts, Telecomm Manager, and Help Desk Technicians.
In addition, the ITSM is responsible for researching, testing and implementing improvements to the clients work environment to allow them to be more productive at their jobs. The ITSM is responsible for creating and adhering to best practices for process and procedures in affording the desk side customer support group the ability to do their jobs.
MAJOR DUTIES:
Coach and mentor technical staff as well as map out training plans to ensure they keep up-to-date on their technical skills.
Manage timeline and progress of projects to ensure deadlines and commitments to the customer are met and participate in projects to insure performance is in accordance with department/organization standards.
Provide technical leadership with regard to client systems as to how future and current requirements could impact the enterprise and how it can be exploited for the benefit of the organization.
Recognize and identify potential areas where existing policies and procedures required change or where new ones need to be developed, especially regarding future business expansion.
Develop and implement performance based statistics and metrics.
Provide regular reports to appropriate management and the customer on the status of projects, workflow, or problems during all phases of service. Reports any deviations to management in a timely manner.
Continuously strive to improve client support, identifying opportunities and recommending solutions for improving service efficiency and effectiveness.
Identify areas to reduce IT costs and streamline process.
KEY PERFORMANCE INDICATORS:
Ability to closely monitor and implement corrective action based on the open client tickets in the IT Help Desk SW.
Continue to ensure Help Desk and Desktop scores on the IT Scorecard delivered twice a year to the Department managers and Sections remain at 4.0 or higher.
Positive client feedback & peer/management feedback
Host technical or user training classes internally.
Ability to coach and mentor technical staff
QUALIFICATIONS/OTHER:
Education must include a bachelors degree in Computer Science or IT related discipline with a minimum 10 years of work experience in progressively responsible roles.
Minimum 7 years experience in management/supervisory/leadership responsibilities.
Minimum 3 years in managing large IT technology projects.
Outstanding customer service skills.
Excellent written, verbal, and presentation communication skills.
Ability to work and effectively communicate with executives, enterprise-wide and business unit management personnel, peers, and outside vendors.
Strong ability to manage and prioritize multiple, concurrent projects while meeting aggressive deadlines in a fast-paced environment, including ability to manage multiple project resources, with extensive project planning and execution skills.
Ability to work independently as well as collaboratively with little supervision.
Proven ability to build consensus, negotiate, motivate, and lead teams of IT professionals.
Ability to make tangible productivity contributions through engineering, implementing, and operating of process and metrics initiatives.
At least 8 years broad and in-depth enterprise-wide understanding of implementing and supporting information technologies, specifically with Intel, Microsoft technology (Windows NT/2000/2003/XP, Vista, Exchange 2000/2003).
Experience in large 24x7 production IT operations.
Technology based background with solid understanding of relevant technologies (MS Windows, Client/Server, LAN, WAN, Networking, Information Security, Monitoring Tools, Querying, and Reporting).
Personal traits should include the ability to work towards a resolution with clients and technical staff especially under stressful conditions. Be able to work in a high profile and fast environment.
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Sunday, March 02, 2008