Job Description
OVERVIEW
Sr. IT Support Services Manager is a technical management position responsible for daily/strategic planning, operation, administration, monitoring and maintenance of IT systems, networks, and enterprise applications. Candidate will also manage IT Command Center functions including: staff and developing Help Desk, NOC/Site Support team members; develop, administer, and maintain IT change/incident/problem management systems, applications, tools, procedures, and knowledgebase; analyze, trend, and communicate IT service level performance metrics pertaining to system availability, trouble tickets, and service request activities; implement continuous process improvement to assure quality IT support services; maintain software, hardware and resources inventory;

ESSENTIAL DUTIES & RESPONSIBILITIES

• Plan, establish, implement, and administer IT policies, standards, procedures, measurements, and controls.
• Develop change management processes and regulate adherence.
• Manager technical projects within the support environment (trouble tickets, service request escalations, timely resolution mgmt.).
• Supervise IT Command Center and Site Support teams to ensure timely and effective responses to user and business needs.
• Conduct performance evaluations; make hiring and disciplinary decisions and salary recommendations.
• Meet regularly with support staff to discuss deliverables, timelines, and documentation.
• Oversee support problems and resolutions to determine trouble trends ( For Helpdesk, Desktop, Application, and Infrastructure).
• Monitor, alert, and report on IT system, service, and application performance metrics.
• Communicate incident and root cause notifications to internal business units.
• Provide management reports on IT system availability.
• Develop and establish site support deployment and provisioning standards and procedures.
• Work closely with department contacts on issues to improve customer relations and technical support.
• Provide training on new hardware and/or software applications.
• Communicate with coworkers, management, staff, customers, and others in a courteous and professional manner. Respond promptly when returning telephone calls and replying to correspondence and faxes.
• Conform with and abide by all regulations, policies, work procedures and instructions.
• Responsible for participating in quality assurance, compliance and in-service and continuing education activities as requested by Company.

OTHER RESPONSIBILITIES

• Develop and implement a framework to address NOC monitoring/alerting, business impact assessment, Help Desk problem management, and IT service request workflow (Improving efficiency thru metrics/methods or reports).
• Assist with development and maintenance of formal Helpdesk, NOC, and Site Support Desktop knowledgebase, policies and procedures for consistency and increased productivity.
• Analyze and provide metrics to assist in improving all IT support areas.
• Analyze Help Desk, NOC, and Site Support trends/projects and provide continuous improvement/updates and flexibility of the support function to assure service exceeds end user expectations.
• Improve employee performance, efficiency, and productivity by continuous coaching/training.
• Review technician tickets daily for accuracy, policy adherence, and feedback opportunities.
• Evaluate the performance of team through several statistical and reporting methods and models.
• Execute proper methodologies to improve call resolutions, manage customers' individual perceptions and develop strong and stable internal relationships.
• Ensure technician adherence to company and IT policies and procedures.
• Emergency escalation point for major issues, including after-hours and weekend on call rotation.
• Responsible for managing the schedule for all shifts on the Help Desk and NOC as well as technician PTO requests, sick days, travel to facilities/remote locations (When needed), and any other event that requires the schedule to be altered.

Education/Experience

• BA degree and/or equivalent combination of education and experience.
• At least 5 years' experience in a Help Desk/ Desktop environment and a minimum of 3 years at the Manager, Project Manager, or Supervisor level.
• Experience directing/managing a team of 5 people.

• ITIL and PMP best practices
• Experience communicating with and supporting IT end users
• Experience identifying and troubleshooting software problems
• Experience working in a team environment