The Manager, IT Service Desk and End User Computing is responsible for providing 24X7X365 leadership and management of day-to-day activities for local and remote staff. Monitors Group ITSM data, proactively identifying trends and addressing potential impacts. The Manager is responsible for ensuring that the IT team meets and exceeds service level expectations and defined metrics/benchmarks, and follows established standards and processes.
Essential Job Functions
Manages the day-to-day responsibilities of a team of professionals providing first level business systems support.Serves as key incident escalation point for critical or high severity issues and provides regular process review with an eye to process improvement.Develops operational procedures and provides guidance and leadership to analysts in adopting standard operating procedures necessary for the day-to-day maintenance and incident response methodologies (identification, triage, troubleshoot, escalate, close).Builds relationships with supported customers and service providers (internal and external).Measures overall support effectiveness, quality of work and continuous improvement through metrics.Performs asset management, including the procurement process, incoming product, transfer of assets, inventory, and the "end-of-life" process.Manages the ITSM, computer imaging, software deployment and inventory platforms. Generates management reports and provides insight into service level agreements, and average ticket resolution time.Provides management and leadership to team members including staffing selection, goal setting, annual reviews, compensation planning, career development, coaching and administrative support.Assists in developing and managing short to longer term tactical and strategic support initiatives.Represents the team on cross-functional projects and ensures timely completion of agreed deliverables.Coordinates the change management process across all production systems.Manages team workload; ensures all incidents, problems and requests are prioritized, assigned, resolved or acted on in a timely manner; ensures all incidents and problems have root cause identified where possible.Reviews and identifies common problem areas that require focus and assign tasks accordingly.Works with appropriate groups to administer and maintain policies and procedures to ensure a standard approach is adopted in the implementation of system changes; mentor team members on these policies and procedures.Provides Operations and Support perspective in the adoption of new technologies and the implementation of new software.Understands and adheres to the current escalation and critical situation management process.Responsible for the internal and external communication of issues to management, other internal support groups and the customers via all appropriate avenues.Acts as a communication channel with regards to customer interaction as required ensuring clients are updated on critical issues.Works independently to triage multiple simultaneous issues and manage all to effective resolution.Ensures software-licensing requirements are fulfilled according to company policy.Duties, responsibilities and activities may be assigned or changed from time to time.
