The IT Sr. Support Manager manages a team responsible for resolving end user technical support needs including hardware, software applications, licensing and networking. This individual manages, directs, or supervises staff and the development and implementation of the IT Help Desk function to ensure a high level of service and availability to internal IT customers. This role will serve as an escalation point for their direct reports for both technical and customer support issues. Additionally, this role manages the in-depth evaluation of best-in-class service concepts in the marketplace to determine appropriate standards and service metrics for the organization and to adopt best practices. Lastly, this role is responsible for managing priorities and workload for the team.
WHO YOU ARE
- Knowledgeable. Your background includes a combination of business and information technology, which you’ve built through both educational and professional experiences. You’re comfortable with information gathering, data collection, and data analysis, in addition to problem solving with a customer focus in mind. You also have a broad-based familiarity with building data models, evaluating trends, and identifying areas for improvement. Without a doubt, you’ve got strong analytical skills and you know how to apply them accordingly across a variety of data-related activities.
- Technologically Savvy. You’ve got a solid proficiency in writing SQL queries. You’re also comfortable working with relational database concepts and have a knack for quickly mastering new software. In other words, technology is one of your closest friends!
- A Business Liaison. When it comes to integrating business processes with systems you enjoy being the conduit with your business partners to lead the project execution and train affected users. You work closely with business partners to gather needs systematically, review viable solutions, test new functionality along the way, and track post-implementation results. Data helps you schedule work, implement agreed-upon changes, and complete assigned projects timely.
- A Problem Solver. Your previous experience has increased your understanding of data relationships, which has influenced your ability to identify relevant trends and effectively summarize possible solutions. As a result, you are often the go-to when it comes to translating business needs into functional and technical requirements for development staff.
- A Strong Communicator. Your writing and speaking skills are clear, articulate, and effective, demonstrating your ability to interact with all levels and various teams within the organization and be understood. In addition, you’re skilled in compiling and delivering presentations that help to coordinate efforts between business partners and IT. By delivering clear communication, you help to ensure that projects stay on time, deliverables meet budget, and key stakeholders are aware of project statuses.
- Organized, Efficient, and Accountable. You multitask well, re-prioritize accordingly, and meet deadlines consistently. You have a keen eye for detail and pride yourself on delivering quality work. Above all, you are flexible and able to juggle the needs of changing priorities of the business. In other words, you handle pressure well and do so with confidence!
- Passionate. Motivated. Eager to Learn. You are resourceful, ask smart questions, challenge the status quo, and regularly seek to understand. You invest extra energy to reach your goals. And when a special project arises, you volunteer!
- Trustworthy and Discerning. The ability to work with confidential information, while using discretion, is crucial to this position.
WHAT YOU’LL DO
- Manage both the application and hardware support teams, composed of both internal and outsourced analysts, with the primary objective of reducing the backlog of tickets. Utilize various communication channels, including phone calls and emails, to connect with end users, ticket owners, and managers. The goal is to validate and resolve issues efficiently, ensuring timely resolution and improved customer satisfaction.
- Proactively monitor assigned and open tickets, contacting customers when necessary, and ensuring tickets are updated on a timely basis.
- Manage the technical evaluation of past performance patterns to identify likely areas needing process or procedural enhancements.
- Manages the development or revision of policies and structured escalation procedures to efficiently deal with problems when they arise. Requires progressive IT customer and technical support for a large and complex IT function.
- Coach and develop employees to expand upon their technical skills. Create an inspiring team environment with an open communication culture. Provide constructive performance feedback and redirect performance, as necessary.
- Serve as an escalation point for complex customer issues, providing guidance, research and coordinates with other IT teams as necessary.
- Contribute to defining both short and long term strategic plans and responsible for managerial planning, integration, and control.
- Resolve complex operational and tactical problems and interpret and execute divisional policies. Plans, monitors, and controls schedules, performance, quality, compliance, systems, resources, and costs to achieve short term functional goals and objectives.
- Develop and maintain IT service delivery strategies, ensuring alignment with business objectives and IT policiesCraft and sustain IT service delivery strategies that align seamlessly with business goals and IT policies, ensuring optimal performance and effective resource allocation.
- Perform process mining and task mining discovery to identify bottlenecks, optimization opportunities, and conformance checking.Leverage process mining and task mining techniques to uncover bottlenecks, optimize workflows, and validate compliance with established standards.
- Collaborate with cross-functional teams to streamline IT workflows and improve end-user experiences.
- Collaborate across teams and drive action through influence to deliver critical ITSM projects/initiatives while ensuring continuous operation.
- Implement IT Service Management practices to the Service Desk and client teams.
- Coach and lead service owners, managers, and IT Leaders on proper ITSM best practices, processes, and mindsets.
- Generate regular reports for stakeholders and program leadership, identifying trends, and providing recommendations for service improvements.
- Foster a customer-centric culture within the IT department
- Develop and maintain a performance measurements framework and facilitate a feedback system to team members on issues such as customer service, communication, and service improvement
- Partner with the ServiceNow team to harness the platform’s capabilities, streamlining service delivery processes for both the business and IT departments
- Implement advanced automation and AI solutions within ServiceNow to enhance efficiency, reduce manual efforts, and improve the overall quality of IT services
- Drive the adoption of innovative ServiceNow features and functionalities, fostering a culture of continuous improvement and technological advancement within the organization
- Act as a liaison with third party vendors and systems for support issues and escalations.
- Provide updates to the department Knowledge Base to ensure that policies and procedures are documented. Ensure that all processes used by the support team are thoroughly documented, consistently audited, and regularly improved.
- Represent the Company in a professional manner at all times. Consistently maintains a professional, courteous attitude when dealing with customers and coworkers.
- Other related duties as assigned.
REQUIREMENTS
- Bachelor’s degree required, with a focus in Computer Science, Information Technology, or a related field preferred. Equivalent work experience may also be considered.
- Prior supervisory experience required leading a team of support analysts/technicians.
- Minimum 8+ years technical/application support and customer service experience.
- Experience with ITSM best practices and ITIL standards or ITIL Certification.
- Demonstrable experience with Active Directory, Windows OS, Google Workspace, VPN, Mobile Device Management, Microsoft Office, Chrome OS, ServiceNow.
- Excellent written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
- Strong analytical and organizational skills.
- Must be able to work efficiently and methodically.
- Strong technical skills with creative ability to improve processes and innovate solutions for department and business partners.
- Customer-focused, with an ability to understand and manage customer expectations.
- Ability to manage complex issues which require evaluation and discovery.
- Ability to manage multiple tasks and projects with ease.