ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned.

• Manages people and deliverables to provide 1st and 2nd level support for all end-user technologies including the following: establishing time lines, assigning personnel, ensuring adequate resources, obtaining necessary information from internal departments, and monitoring completion.
• Serves as primary point of contact for all support and delivery needs relating to end-user technologies.
• Confers with management and other internal departments to determine priorities of requests and adjusts time lines, personnel, and resources accordingly.
• Ensures effective and efficient execution of established incident management processes and owns the high-level Incident Management process for all systems.
• Participates in regular interdepartmental meetings and IT strategic planning initiatives requiring new or modified systems functionality.
• Leads and develops staff including development of specific information gathering skills, interpersonal skills, and personal development; and coaches technical staff in end-user technologies and best practices relating to delivery and support of them.
• Establishes plans, schedules, and processes to manage multiple concurrent projects / initiatives for on-time delivery and produces regular progress reports of all software development activities for review and planning with other Software Services Team Managers.
• Assists employees with difficult or unusual requests, making decisions about disposition of requests that need additional authorization for action.
• Contributes to team productivity by participating in end-user system design, implementation and support; and is responsible for leading technology reviews and evaluations including selection and approval of end-user system software and hardware components.
• Relays and shares information with employees and other departments in a timely manner.
• Schedules meetings with staff to ensure optimum communication.
• Provides positive and negative feedback to employees verbally and in writing. Documents feedback through Confirmations of Conversation (COC).
• Conducts annual performance reviews for employees.
• Provides coaching, mentoring and developmental feedback to Team Members; successfully manages multiple priorities and deadlines; and contributes to long range planning and budget discussions.
• Confers with personnel of other departments to obtain information about current operational procedures, problems, and specific input and output requirements such as forms of data input, how data is summarized, and format for reports.
• Ensures necessary record keeping for all support and implementation activities and sets expectations and responsibilities.
• Works with Infrastructure Team to ensure consistent execution of various processes, including Incident, Problem, Change and Release Management.
• Supports Availability and Continuity Management activities, measures, and initiatives.
• Ensures the technical soundness of end-user implementations and modifications, including contingency plans, rollback plans, and implementation strategies.
• Provides and maintains a work environment conducive to learning, personal achievement, team building, and job satisfaction.
• Projects and maintains staffing levels in coordination with company goals.
• Tracks and monitors the performance of the Support Center including response time and resolution time to determine if performance meets department goals.
• Works with the company Disaster Recovery team to establish and implement the disaster recovery plan for all computer systems, including setting procedures for multiple scenarios, determining ongoing testing procedures, testing the disaster recovery plans, and documenting testing procedures.
• Develops and implements policies and procedures related to employee use of computer related equipment as needed.
• Is responsible for building procedures to maintain accurate user and PC account information upon hire, transfer, and termination of any and all employees across multiple site locations.
• Is responsible for building procedures to maintain and keep current physical PC and Printer inventories.
• Exhibits extremely high level of concern for, and is generally oriented toward providing superior customer service.

SUPERVISORY RESPONSIBILITIES

None

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must possess strong leadership qualifications, i.e. honesty, organizational skills, must be able to motivate people, and to take action to promote change.
• The ability to listen and provide good follow up is essential.
• Must possess excellent interpersonal skills.

EDUCATION and/or EXPERIENCE

College degree recommended but not required.

Six years of experience in a computer related field.

LANGUAGE / COMMUNICATION SKILLS

Strong written and verbal communication skills

Must be able to generate and explain detailed proposals, guidelines and procedures.

MATHEMATICAL SKILLS

No specific math skills required

REASONING ABILITY

No specific reasoning ability required

CERTIFICATES, LICENSES, REGISTRATIONS

None required

PHYSICAL DEMANDS / WORK ENVIRONMENT

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Usual office environment with frequent sitting, walking, and standing, and occasional climbing, stooping, kneeling, crouching, crawling, and balancing. Frequent use of eye, hand, and finger coordination enabling the use of office machinery. Oral and auditory capacity enabling interpersonal communication as well as communication through automated devices such as the telephone.

TRAVEL REQUIREMENTS

Ability to travel occasionally domestically.

Occasional: activity exists less than 1/3 of the time.

Frequent: activity exists 1/3 and 2/3 of the time.