Senior Manager - Corporate Systems

Position Summary:  Describe below the primary purpose and function of this job  
Oversee timely delivery of quality technical support services to internal clients and stakeholders. Such support services may include the end user computing environment and hardware (laptop, tablet, desktop), the printers, phone system and mobile devices, and collaboration tools (A/V, Skype, other).  This requires both knowledge of the software or hardware systems being supported as well as effective personnel management skills.  Complete both technical support and supervisory duties.  Common technical support duties include answering telephones, communicating with clients, diagnosing hardware and software malfunctions, troubleshooting problems, replacing hardware and installing new software on clients' machines. Determine personnel requirements, set schedules and insure the team has adequate resources to complete their jobs.  Plan and execute corporate infrastructure related projects, such as telecom upgrades, Windows rollouts and patching, and partnership with other company network and network security teams.    
Key Roles & Responsibilities:  List up to 6 key roles and responsibilities of this job.  
1. Manage and monitor all outstanding support issues ensuring prompt resolution.  Lead and manage a number of corporate IT strategic initiatives, such as Cloud Computing and End-User Desktop environment migration.  Train and coach staff to resolve issues with PC hardware, software, Telecom, and printer related issues, as well as providing support services personally if required.  Ensure accurate and timely documentation of issues and resolutions.  Monitor performance to improve services, tools and support experience.  Work with stakeholders and peer managers to ensure alignment with corporate standards and objectives.  Proactively determine ways to reduce support/service and reduce the number of inbound service calls.  Ensure hardware and software inventory is maintained and up to date.  Coordinate installation and/or upgrade of software and hardware, including desktops/laptops, A/V, printers.  Accountable for the performance of the Corporate IT services team as well as the quality of service that it provides.    
2. Handle escalated troubleshooting tasks and works with team members on problem recognition, correlation & notification, maintains an open line of communication regarding events and follow-ups.  Supervise, mentor, and evaluate staff performance.  Ensure staff are suitably educated to ensure they are capable of performing their responsibilities.  Ensure on-going education appropriate to their roles.  Set and communicate priorities for the team.  Responsible for staff career development.  
3. Participate in planning and execution of Corporate Systems strategy.  Implement enterprise efforts such as O365 Cloud Migration.  Provide input and recommendations to the end-user computing/desktop environment strategy.  Provide input and recommendations to the End-User Support strategy.  
4. Communicate with customers on system outages, troubleshoot and resolution.  Oversee the analysis and resolution of incidents, including Root Cause Analysis (RCA) or code analysis.  Report problem trends and their root cause.  Coordinate and oversee the support of development break/fix activities.  Gather, review, analyze, and document details of customer service issues.  
5. Establish criteria for hardware and related software tools assessment.  Continuously evaluate existing and new technologies to ensure viability and suitability to meeting strategic objectives.  Provide recommendations on best practices.  
6. Plan and manage disaster preparedness for end user, telecoms, and collaboration tools environments.   
Functional Knowledge:  Describe breadth and depth of knowledge of functional work and activities required  
Requires an in-depth and comprehensive understanding of managing an end-user support team, as well as managing, configuring, and troubleshooting, the end-user desktop environment.    Experience and an in-depth understanding of customer service across a range of services (printing, collaboration/AV, Telecoms) is required to be successful.  Additionally, an understanding of cybersecurity principles as well as network principles is required, as the Corporate IT services group spans multiple infrastructure groups, so an understanding of these concepts will be required in order to be effective in the role.   
Business Expertise:  Describe knowledge and expertise required about the business and industry in which the business functions  
In depth knowledge of relevant industry and technical best practices to ensure proper application of them to the department to better improve the services provided to clients.  The role requires an in-depth understanding of ITIL principles.  
Leadership: Describe the nature of leadership required and guidance provided to others  
Manage IT services team directly, and collaborate with peer managers across Business Technology.  Plan, monitor and encourage staff career growth and performance management.  Establish and track departmental goals, and prioritize across a range of technical projects and systems maintenance initiatives.  Represent the department on behalf of the Managing Director in meetings and on projects.  May be considered as an eventual successor for the Managing Director, Corporate Systems.  
Problem Solving:  Describe the level of analytical thinking required to perform the job  
Assist in the resolution of a wide variety of atypical enterprise wide technical and operational issues.  Track issues, and assess data to recognize and identify patterns, and to define plans to remediate the root cause issues.   
Impact: Describe the level of responsibility and resulting impact on the business  
Ensure a secure and functional end-user environment throughout the organization.  Ensure the quality of end user support, telecom, and collaboration Tools enterprise wide.  Collaborate with managers and employees at all levels.  Influence will span across multiple Business Technology Groups.  Not be responsible for setting budget or policy.  Guided by budgets and departmental plans.   
Interpersonal Skills:  Describe the level and type of "people skills” that are normally required to do the job  
Strong interpersonal skills used in this a customer facing role in support of organization.   Speak, correspond, and collaborate with staff, peers, and senior management.  Set, implement, and resolve information security issues, along with network security management.  Communicate technical issues to a non-technical audience.  Communicate effectively with staff at all levels, with a moderated approach depending on the audience.  
Minimum Education: Bachelor's Degree Preferred Education: Bachelor's Degree
Minimum Experience: 7-10 years Preferred Experience: 10+ years
Required Licenses/Certifications: ITL v3 Foundations(Required) or Bridge Certification (Preferred), MS Windows Enterprise (Required)
Skills/Abilities:  These skills and abilities are not necessarily used in the evaluation of jobs, but will be used in the creation of job postings and advertisements.
  • Bachelor's Degree in Computer Science or Business Administration or related field preferred
  • Requires not only hands-on experience, but also experience managing an end-user-support operation that services personal computer hardware and software required with a working knowledge of local and wide area networks, and VOIP phone systems.
  • Experience in troubleshooting, performing root cause analysis and defining a process for resolution
  • Windows 10 Enterprise deployment, configuration, and policy management
  • Ability to present ideas in user-friendly language to non-technical staff and end users.
  • MS Azure and Office 365 migration and operation preferred
  • LanDesk, Modulo, Service Now, JAMFF preferred
  • Telecom support (VOIP) preferred
  • VDI and related virtualization technologies preferred
  • At least 5 years of staff management experience preferred
  • At least 2 years' experience with client negotiations and communicating with senior management preferred
Success Criteria:  
  • PCI/ISO certification is maintained – continual adherence to Security Standards, Guidelines, and Best Practices
  • Recognized by peers and Leadership Team for providing good customer service, and for improving the existing Corporate IT end-user environment.
  • Successful implementation of Cloud Migration Strategy, Windows 10 Enterprise upgrade, A/V improvements, and other strategic initiatives.