Onsite Tech Support - Manager

Onsite Tech Support - Manager

Onsite Tech Support - Manager is responsible for managing and overseeing a multi-regionally based Onsite Tech Support services team that can consist of Team Leads, Associates, Sr. Associates, interns, and consultants. The regions can consist of one office or multiple offices and be geographically dispersed.

The Manager establishes technical priorities, standards and procedures, understands enterprise processes and ensures adherence to policy. The manager must be driven to deliver technology solutions to improve the operational environment and provide comprehensive recommendations to senior management. The manager will often meet with key agency stakeholders to recommend solutions and resolve critical situations. There will be active engagement in multiple projects across the enterprise and at local sites. The delivery and execution of the department’s objectives and goals are also key deliverables.
Issues Management and Resolution
• Identify, document, analyze and respond to critical events
• Manage crises requiring analysts from multiple teams to resolve
• Serve as an escalation point for IT and business issues
• Manage monitoring and resolution of AV issues for on-site equipment, such as boardroom AV equipment and meeting/event support

Resource and Performance Management

• Develop and track capacity planning for team
• Responsible for coaching, mentoring and obtaining appropriate training
• Identify training and development opportunities to strengthen and/or grow skill sets
• Prepare regular analysis of key metrics to track team performance
Project Management
• Ensure team project deliverables are on time and within the established budget
• Identify issues and raise concerns to the Project Management Office
• Attend project meetings as necessary

Technical Consultation
• Assist in developing long range strategy plans for technology and systems
• Assist in determining impact of new solutions and implementation
Communications
• Communicate the overall status for the team, including projects, issue and operational status to audiences that include business area staff and IT management
• Effectively manage customer expectations
• Assist in developing and writing policies and procedures
• Develop and maintain close relationships with business contacts
• Approval of change controls via Service Now ticketing system
• Comfortable training small and large groups of people on new IT solutions

Continuous Improvement
• Gather knowledge of technology changes through training, conferences, books, journals, case studies, and product evaluations
• Identify areas of process improvement for the team, on projects, or for the business

Work Schedule
• Must maintain a flexible schedule and be available to work non-standard business hours upon request or as needed
• Must be available via cell phone for issue resolution and assistance after hours

Travel
• Local travel between sites is required
• Occasional travel to sites outside the local area may be required

Education
• Bachelor's Degree from an accredited university, preferably in Computer Science, Information Systems or equivalent program, or a proven track record of IT experience required.

Experience
• Minimum 6 years of IT experience
• Minimum 3 years IT management experience
• Experience managing an IT operations team
• Experience managing a portion of an IT budget
• Experience implementing ITIL best practices
• Experience managing projects that require interaction with business sponsors and key stakeholders