MAJOR RESPONSIBILITIES

Identifies​ appropriate Key Performance indicators (KPIs). Establishes SLA improvement targets and monitors progress, adjusting as needed. Reviews industry best practices and makes recommendations for improvement to leadership. Supports and promotes the efficiency and effectiveness of IT services and processes, ensuring associated technology is operating as designed to meet the defined system level agreements (SLAs) through collaboration with other IT teams.​ ​​Supports the management of and delivery of cross departmental projects. Ensures appropriate changes are effectively communicated to the team.​ ​​Works closely with IT teams in supporting and implementation to ensure IT services are maintained in a manner resulting in high availability and reliability. Recommends technology improvements as part of the operations strategy and remains current on the latest technology and industry trends.​ ​​Proactively reviews trends to determine if underlying problems exist, with the goal of resolution prior to a significant event. Promotes continuous improvements to service management processes using industry accepted methodologies.​ ​​Monitors current Service Desk workforce management to ensure appropriate coverage is available for growth and future business needs.​ ​​Maintains and enhances a strong service-oriented environment for all customers, focused on availability and efficient problem resolution.​ ​​Supervises staff necessary to provide IT services and support​ ​​Performs Human Resources responsibilities for teammates which includes performance coaching and reviews, promoting team morale, recommending hiring, compensation changes, promotions, corrective actions, and terminations. ​Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of teams supervised comply with policies, regulations, and laws applicable to the business.

Supervisory/Management Responsibilities:

This is a leader of individual contributors. The position does not own or maintain the departmental budget but should be aware of budgetary constraints and monitor departmental spending to ensure adherence to approved limits. At a high level the supervisory responsibilities include leading/assigning/checking work of team and providing guidance, support and correction as needed.

MINIMUM EDUCATION AND EXPERIENCE REQUIRED

License/Registration/Certification: NA

Level of Education: Bachelor's degree preferred; equivalent knowledge considered

Field of Study: Business, Information Technology or related field

Years of Experience: Typically requires 4 years of experience in IT with 1-2 years of supervisory or lead experience

Experience Type: Experience in progressive Information Systems in management of Service Desk, technology and support, strategic planning, customer service, and mentoring. Supervisory experience in management of staff and budgets.

MINIMUM KNOWLEDGE, SKILLS AND ABILITIES
•​​IT technical support experience with extensive customer support skills in a complex IT environment

​​Proficiency in MS Office Suite, or experience with similar products​ ​​Excellent verbal and written communication skills and the demonstrated ability to communicate well with all levels of the organization​ ​​Broad understanding of tools and technologies from end user devices through database management system​ ​​Proven experience working in a team oriented collaborative environment​ ​​Demonstrated experience in developing processes and documents to ensure quality delivery of services ​​Excellent organizational, analytical, and interpersonal skills ​Clear and strong understanding of customer service requirements and skills ​​Highly organized with the ability to direct multiple activities simultaneously ​​Self-motivated, able to work independently to complete tasks and respond to departmental requests and to collaborate with others to utilize their resources and knowledge to identify high quality solutions

PHYSICAL REQUIREMENTS AND WORKING CONDITIONS

•Exposed to normal office environment

•Position may require travel; may be exposed to road and weather hazards

•Must be able to maintain high performance and work independently in a remote scenario

•Operates all equipment necessary to perform the job