Senior Manager IT Support - 2013

OVERVIEW

The key responsibilities of this role include management of a team of IT professionals and 3rd party service providers responsible for supporting the AS end-user base.  This individual will supervise the day-to-day activities of this team, reporting status and ensuring service levels are met or exceeded. This individual will continuously examine the processes and systems used in this function to improve the effectiveness and quality of service to the end-users.

This individual will work closely with peer IT managers and IT leadership to provide appropriate support service levels for existing and new solutions. The individual must develop and maintain solid professional relationships with peer IT managers as well as key business stakeholders. This position has frequent contact with end-users, direct reports, peers, 3rd party providers and vendors.

RESPONSIBILITIES:

The key responsibilities are described in more detail as follows:

Manage Help Desk Services

• Manage the 24x7 global help desk in support of our global end-user base


• Ensure support tickets are managed properly according to established SLAs


• Ensure that appropriate escalation procedures are adhered to


• Ensure that 3rd party help desk service provider is performing according to expectations


• Provide reports to IT leadership indicating key metrics and SLA attainment


• Implement best-practices for IT Support (ITIL)


• Ensure the support team has the required tools and procedures to support a global organization 24x7

Manage Desktop Support Services

• Manage the nationwide desktop support program in support of our end-user base


• Ensure requests  for hardware and software are handled appropriately and in a timely fashion


• Ensure that 3rd party desktop service provider is performing according to contractual obligations


• Provide reports to IT leadership on key metrics and SLA attainment


• Implement best-practices for IT Services (ITIL)

Manage AS IT Asset Inventory

• Track and manage AS IT assets comprehensively using Altiris


• Provide up to date reports to IT leadership on Asset Inventory


• Distribute and monitor use of personal productivity software

Perform Managerial Duties

• Manage day-to-day activities for the Support Teams, including  AS IT staff and 3rd party providers


• Mentor subordinates, providing regular performance feedback and conducting performance reviews


• Maintaining strong communications with  IT leadership and report on detailed status of all initiatives


• Ensure service level agreements are met or exceeded for IT Support


• Create an environment that fosters a high level of customer service and business focus


• Create an environment of continual improvements in support of the operation of the business


• Communicate with IT management peers to ensure successful implementation of new technologies


• Serve as the focal point for all broad communication from IT to the end-user community


• Manage technical projects to meet timeline and quality requirements


• Submit purchase requisitions for hardware, software and services as directed
  
  
  

SKILLS:

The ideal candidate will have a successful background in technical support and supervisory roles in enterprises with at least 1,000 end-users. The candidate will also have a background providing using best-practices such as the ITIL framework. The ideal candidate should possess:

• 8+ years of progressively responsible positions in a Help Desk and IT Support capacity


• 5+ years supervisory experience managing teams of 10+ employees


• Exceptional organization skills with the ability to manage multiple initiatives simultaneously


• Ability to work in a fast-paced environment with tight deadlines and changing priorities


• Excellent communication skills, with the ability to articulate technical information in business terms


• Ability to exercise strong judgment in analyzing and solving problems of a difficult nature


• Ability to work through complex situations to meet on-time/on-budget commitments


• Experience working in a global organization


• Ability to work effectively in a team environment, as well as independently as required


• B.S. Degree or equivalent work experience/certifications in related discipline


• Microsoft Certified Desktop Support Technician preferred


• Comprehensive knowledge of Windows 7, XP MS Office 2010/2007, MS Project, Internet Explorer, and other client software


• Comprehensive knowledge of laptop and desktop PC’s, networking equipment, printers, and computer peripherals


• Working knowledge of Microsoft Active Directory management and administration


• Working knowledge of enterprise AntiVirus , VPN , and Email solutions


• ITIL Foundation v3 preferred


• Project Management Certification (PMI) preferred

Working Conditions:

·        Ability to meet the physical demands of this position.  Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

SUNGARD IS AN EQUAL OPPORTUNITY EMPLOYER, M/F/D/V

Employment is contingent upon successful completion of the background investigation and pre-employment drug screen.