Job Details

JOB SUMMARY

Accountable for developing, directing and improving IS operations and staff. Manages a core functional team of IS professionals to deliver on run-the-business operations and projects, while monitoring performance and personal development. You will assist respective IS Directors and/or leadership with knowledge and implementing technical and process standards and helping department budget planning and management.

ESSENTIAL FUNCTIONS OF THE ROLE

• Run-the-Business: Measures, monitors, and manages performance to Service Level Agreements and overall quality delivery for the respective team; implement Lean Best Practices to optimize performance, resolve issues and drive continuous improvement. Serves as a point of escalation to staff when issues arise.
• Project Delivery Management: Develops business cases, reviews and approves business and/or technical requirements, defines scope of projects and work schedules, and manages departmental resources to complete projects on time, within scope, and on budget. Serves as a point of escalation to your when project issues arise.
• Resource and Performance Management: Maintains proper staffing levels, allocates resources, manages payroll, provides ongoing two-way feedback, develops and executes staff development plans, and evaluates singular performance; conducts personnel actions such as promotions, transfers, and other status changes.
• Budget Planning and Management: Assists management with planning and ongoing management of departmental capital and operational budget in accordance with IS strategic plans and run-the-business needs.
• Promote Technical / Process Standards: Knows requirements and designs of technical and process standards. Works with management to finalize standards to ensure long-term sustainability, strategic alignment, and cost effectiveness of proposed enterprise and departmental standards; promotes consistent adoption of new technical and process standards within IS.

DEPARTMENT SPECIFIC: Field Services

• Accountable for the day-to-day operational activities of IT that includes staff assignments, daily activities, service desk, ticket management and IT relationships.
• Coordinates regional IT activities with Corporate IT office and Project Phoenix (Epic). Accountable for knowing and communicating all IT activities and/or events within the region.
• Builds able working relationships with Corporate IT Staff and Regional Leadership Staff.
• Monitors, reviews and publishes regional KPI.
• Resolves service calls (incidents and requests) at the first point of contact.
• Communicates with users and resolves escalations in a timely and positive manner.
• Ensures the correct and timely categorization and prioritization of incidents and requests and escalates or assigns service tickets to help staff by closely monitoring service queues.
• Manages service queue performance to approve SLAs (Service Level Agreements).
• Conducts and facilitates the P1 War Room process.
• Maintains policy and procedure documentation and ensures compliance to these standards.

DEPARTMENT SPECIFIC: Desktop

• Conducts research on emerging products, services, protocols, and standards in support of desktop management equipment procurement and development efforts.
• Manages all software configurations and images.
• Ensures all software configurations are maintained and updated regularly, including troubleshooting, loading and configuring software images, supported applications and drivers.
• Develops, monitors, and assesses information technology and infrastructure programs/projects. Manages all aspects related to installing, helping and troubleshooting approved desktop software as relates to image and delivery.
• Develops, documents, and implements standard operating procedures, policies, and customer service guidelines relating to Desktop Managed Services help.
• Assesses day-to-day activities to minimize customer down-time and ensure customer satisfaction.
• Studies problem trends and develops ideas to achieve problem resolution.

DEPARTMENT SPECIFIC: Network

• Develops, implements, and maintains policies, procedures, and associated training plans for network resource administration and appropriate use.
• Develops and deploys methodologies for testing network performance and providing network performance statistics and reports.
• Practices network asset management, including maintenance of network component inventory and related documentation.
• Plans, acquires, and coordinates installation of in-house and remote hardware and software across the organization's network.
• Conducts research and makes recommendations on network products, services, protocols, and standards in support of network procurement and development efforts.
• Negotiates with vendors, outsourcers, and contractors to secure network products and services.
• Assesses, approves, and administers all equipment, hardware, and software upgrades.
• Manages and ensures optimal operation of all network hardware and equipment, including routers, switches, hubs, firewalls, appliances, UPSs, and so on.

DEPARTMENT SPECIFIC: Telecom

• Conducts research on emerging products, services, protocols, and standards in support of telecommunications equipment procurement and development efforts.
• Accountable for researching emerging technologies with respect to unified communications to address client business needs and requirements.
• Builds and sustains cordial relations between end users, the public, vendors, and employees.
• Prepares the company budget and correspondence which deals with the telecom systems, operation and maintenance problems and cost estimates.
• Develops business case justifications and cost/benefit analyses for Telecommunication spending and initiatives.
• Develops and implements Telecommunication IT policies and procedures, standards, purchasing, and service provision.
• Conducts testing and development of disaster recovery plans to detect faults, minimize malfunctions, and backup systems.
• Develops, implements, and monitors the ongoing effectiveness of telecommunication processes.

KEY SUCCESS FACTORS

• Project management - Skilled project manager with ability to articulate business needs, develops detailed specifications and project plans in conjunction with team, ensuring that milestones are met and that end products meet customer needs/expectations.
• Communication skills - Effective at providing timely, concise, audience-appropriate information orally and in writing; able to listen and knows escalations from team and escalate appropriately to director when necessary.
• Problem solving - Able to study problems comprehensively and apply critical thinking to derive a resolution; takes initiative to own an issue and handle the issue till identification of root cause and resolution.
• Synergy and relationships with others - Excellent partnership and team-building skills with a track record of building steady, enduring relationships within an IS staff team.
• Time management and quality delivery - Reactive to management and staff. Able to maximize time to produce comprehensive, polished deliverables and on target operational results.
• Customer focus - Skilled and pledged to meeting expectations of internal and external customers; able to address the immediate problems and pain points of customers effectively.
• Performance management - Experienced at translating organizational direction into specific team and individual contributor job expectations; as well as managing performance through effective monitoring, coaching, and feedback; ability to establish and maintain a combined, high performance environment by capitalizing on employee talents, experience, interests, and diversity.
• Resource management - Experienced at influencing results through appropriate staffing, budget management, removing performance barriers, and maximizing available resources for a small team.
• A minimum of five years of experience required, with at least three in IT.

BENEFITS

Our competitive benefits package includes the following:

• Immediate eligibility for health and welfare benefits.
• 401(k) savings plan with dollar-for-dollar match up to 5%.
• Tuition Reimbursement.
• PTO accrual beginning Day 1.

Note: Benefits may vary based upon position type and/or level.

QUALIFICATIONS

• EDUCATION - Bachelor's or 4 years of work experience above the minimum qualification.
• EXPERIENCE - 5 Years of Experience.