Manager, IT Service Desk / Job Req 772072663 (Manufacturing)

PRINCIPAL RESPONSIBILITIES:
Under the direction of the Chief Information Officer & Chief Security Officer, the Manager, IT Service Desk oversees the day-to-day function of all technology systems and processes, networks, and communication infrastructure. This position requires a broad-range of strategic and tactical planning, along with front-line technical support for all systems, stakeholder groups, and staff.
Principal responsibilities include:
Lead, coach and manage teams on a daily basis to improve efficiency and technical aptitude. Maintain day to day service desk operations; accountable for overall adherence of defined SLAs and ensure team commitment of outlined key performance indicators (KPIs). Implement best practices and standardize service desk processes to provide exceptional white glove customer service and deliverables. Provide team leadership establishing internal procedures, ticketing, and escalation standards to ensure prompt resolution to incidents and service requests. Manage service desk staff, including recruitment, supervision, assignments, and career development. Serve as the operational liaison for all systems technology and the business. Manage technology to include workstations, software, peripheral devices, phone systems, printers/copiers, electronic door locks, and etc. Maintain an up-to-date inventory of IT hardware and software. Keep the Chief Information Officer & Chief Security Officer well-informed of operational activities, results of efforts, and identified/potential problems; and recommend corrective actions as needed. Oversee or directly manage the implementation and/or configuration of new technology systems (both hardware and software) projects and any changes to existing systems. Provide primary, secondary, or tertiary technical support for Alliance staff and third party vendors or support personnel as needed or assigned. Perform hardware and software diagnostics, log faults, and repair equipment as needed or assigned. Ensure licenses, registrations, renewals, survey forms, etc. related to systems and technology operations and/or services are accurately and timely completed. Ensure escalation of issues that are not, or cannot be, resolved in an efficient manner to the Chief Information Officer & Chief Security Officer. Monitor and implement or oversee the implementation of IT security system updates on a regular basis. Lead IT staff to effectively perform core service management functions in the delivery of quality services to the business. Lead the development and maintenance of rigorous operational quality processes based on industry best practices. Manage a tool set to support the processes. Lead the monitoring and reporting of services as a basis for setting service management strategy, designing and testing services, and achieving meaningful service improvements. Lead performance metrics reporting to aid in deployment of quality services and provide historical, current, and future performance, resource, and service usage views. Oversee the creation and management of user accounts for the various online systems used by the Alliance and third party vendors or support personnel. Ensure technical oversight of Active Directory (AD) environment. Prepare ad hoc reports as needed or assigned. Maintain and update centralized documentation of frequently asked questions and support issues. Evaluate, recommend, test, and install new technology as requested. Prepare and complete technology implementation or support project/action plans as needed or assigned. Implement production, productivity, quality, and customer-service standards. Resolve problems, complete audits, identify trends and determine system improvements, and implement change. Provide strategic operational technology planning and implementation advice to the Director, Technical Support. Determine IT operations service requirements by analyzing needs of users/departments, prioritize modifications to core system applications, resolve organizational conflict, develop, and implement documentation requirements for problem resolution. Provide operational information by collecting, analyzing, and summarizing captured data to provide status updates/dashboard reports for management review.
ESSENTIAL FUNCTIONS OF THE JOB:
Technical job knowledge: Performing computer related activities. Communications: Preparing written and verbal reports and documentation related to key information services. Communicating effectively and efficiently internally and externally. Project management: When required, preparing project plans, task lists, timelines, resource assignments, and related budgets. Tracking of projects to assure on time and on budget completion. Teambuilding: Working with internal and external customers to build integrated multi-disciplined teams. Supervising, training, and mentoring of staff. Writing, administration, and analysis. Leading and participating in internal and external committees and meetings. Complying with the organizations Code of Conduct, all regulatory and contractual requirements, organizational policies, procedures, and internal controls.
PHYSICAL REQUIREMENTS:
Constant and close visual work at desk or computer. Constant sitting and working at desk. Constant data entry using keyboard and/or mouse. Frequent use of telephone headset. Constant verbal and written communication with staff and other business associates by telephone, correspondence, or in person. Frequent lifting of folders and other objects weighing between 0 and 30 lbs. Frequent walking and standing. Occasional driving of automobiles.
Number of Employees Supervised: 5 - 7
MINIMUM QUALIFICATIONS:
EDUCATION OR TRAINING EQUIVALENT TO:
Bachelors degree in a computer related field or equivalent work experience is required. Extensive experience of working in an IT customer support environment.
MINIMUM YEARS OF ADDITIONAL RELATED EXPERIENCE:
Minimum five years professional experience in IT services environment, demonstrating a progression of duties/responsibilities.
SPECIAL QUALIFICATIONS (SKILLS, ABILITIES, LICENSE):
Extensive knowledge of computer networks, operating systems, software and hardware. Highly organized and able to maintain composure in a high-pressure atmosphere with frequent interruptions. Experience in implementing industry best practices re: implementation, change management, and quality control. Strong teamwork skills with the ability to motivate and encourage others. Possess excellent verbal and written communication skills. Able to manage priorities and workflow. Possess outstanding customer service skills. Performance management best practice knowledge. Proven ability to be detail, deadline, and results-oriented. Effectively communicate customer issues and concerns to all applicable internal staff members. Analytical and problem solving skills required. Expert knowledge of Windows operating systems. Working knowledge of UNIX and SQL database technologies. Expert knowledge of different system backup strategies. Ability to work in a multidisciplinary company. Strong interpersonal skills, mature judgment, and diplomacy required to interact effectively with a broad spectrum of people, both individually and in groups.
SALARY RANGE: $126,796.80 - $190,174.40
The Alliance is an equal opportunity employer and makes employment decisions on the basis of qualifications and merit. We strive to have the best qualified person in every job. Our policy prohibits unlawful discrimination based on race, color, creed, gender, religion, veteran status, marital status, registered domestic partner status, age, national origin or ancestry, physical or mental disability, medical condition, genetic characteristic, sexual orientation, gender identity or expression, or any other consideration made unlawful by federal, state, or local laws. M/F/Vets/Disabled.