Description

This role is a local position with primary responsibility to oversee IT operations at a local site to ensure that we execute IT support and services in alignment with the business objectives of the organization. This individual’s principal goals are to manage IT service portfolios and to attain IT service level agreements for the user community at the assigned location.

Personnel in this role will plan and coordinate all local operational activities of IT and support. The position requires working with decision makers in other departments to identify, recommend, implement, and support cost-effective technology solutions for all aspects of the organization.

Responsibilities

All responsibilities carry a local scope

Strategy & Planning

• Assist in developing long-term strategies and capacity planning for meeting future IT needs
• Manage IT site operational and strategic planning, including business requirements, project planning, and organizing and negotiating the allocation of resources

Acquisition & Deployment

• Implement all IT policies and procedures, including those for architecture, security, disaster recovery, standards, purchasing, and service provision
• Administer vendor, outsourcer, and consultant contracts and service agreements
• Assist with financial aspects of the IT Department, including purchasing and budgeting
• Collaborate with other IT teams to identify and/or procure new technologies

Operational Management

• Process in-person IT services, incoming calls to the Service Desk via both telephone and e-mail, and site-specific IT services manager incidents and tasks to ensure courteous, timely and effective resolution of end user issues and broader GIS projects
• Assist with, and oversee site-specific IT projects as well as broader GIS projects/tasks
• Deploy, monitor, maintain, update and support IT systems, including server, PC, tablet and telephony hardware, operating systems, software and peripherals
• Practice asset management for IT hardware, software, and equipment
• Establish and maintain regular written and in-person communications with the organization’s end users, management, and department heads regarding pertinent IT activities
• Define and communicate project milestones, service level agreements, and resource allocation to department leads, support staff, and end users
• Review performance of IT systems to determine operating costs, productivity levels, and upgrade requirements
• Work with local procurement to develop bid requirements for all hardware and software
• Work with Infrastructure and Data Services groups to deploy, support, monitor, and maintain all hardware and software based on operation’s needs; including overseeing these activities with local IT Operations personnel reporting to this position
• Coordinate research on potential technology solutions and implementations in support of new initiatives, opportunities, and procurement efforts
• Oversee the change request process for assigned IT Site Operations teams and ensure IT Site Operations personnel reporting to this position are following Change Management procedures
• Develop/mentor the support team. Identify needed areas for specialization and develop training plan. Coach the other team members in the execution of highest quality interactions with internal user/customers, including Executive management
• Collaborate with business customers to identify opportunities for improvements to processes and standards at the local site
• Manage IT staffing, including recruitment, supervision, scheduling, development, evaluation, and disciplinary actions of personnel reporting to this position
• Manage the processing of in-person IT services, incoming calls to the Service Desk via both telephone and e-mail, and site-specific IT services manager incidents and tasks to ensure courteous, timely and effective resolution of end user issues and broader GIS projects at the local site
• Enforce request handling and escalation policies and procedures
• Identify and recommend end user training programs to increase computer literacy and self-sufficiency
• Oversee, develop and implement end user knowledge and training programs to increase computer literacy and self-sufficiency
• Oversee the development, implementation of service desk staff training procedures and policies
• Train, coach and mentor Service Desk Technicians and other junior staff
• Contribute to problem resolution by giving in-person, or video call - hands-on support to end users
• Monitor incident trends and anticipate potential problems for proactive resolution
• Be reachable after normal work hours and on weekends for high priority, production impacting support
• Travel and provide support at assigned site(s)