IS Services & Support Manager

About the role

Manage technology standards, projects, teams, processes, and objectives of Information Services (IS) Services & Support organization for assigned locations.

Responsibilities

• Partner with local leadership and Information Services (IS) Services & Support Regional Manager to align local technology requirements with IS technology strategy; communicate expectations and establish priorities to deliver quality services and support.
• Understand, communicate, and uphold IS technology strategy and standards to stakeholders across organizational levels.
• Collaborate with IS and local management teams to identify and recommend technology solutions to run projects and business departments efficiently and address local business requirements and technology needs.
• Engage as project leader to set and communicate strategy and requirements for project teams, inclusive of vendors, consultants, and internal teams, to ensure delivery and adoption of local and companywide IS solutions.
• Foster inclusive team environment, manage and mentor IS team in customer service, organizational awareness, project management methodology, and professional development.
• Contribute content to IS policy, procedures, and standards relating to infrastructure systems, components, applications, security, and services.
• Develop and manage local IS budget and resources.
• Review and assess IS metrics and key performance indicators (KPIs).
• Conduct A3s for discovering continuous improvements and develop recommendations for remediating recurrent issues and/or opportunities to enhance procedural steps, training, and other documentation.
• Participate in companywide IS technology projects, provide contributions, innovation, improvements, and conduct validation testing.
• Oversee lifecycle of IS asset management within assigned locations.
• Manage, address, document, and resolve end-user incidents and requests.
• Develop local IS technology guidelines and enforce compliance of IS and company policies and procedures, security, and standards relating to infrastructure systems, components, applications, and services.
• Direct local IS team to conduct local technological research based on organization and local goals, strategies, practices, and projects.
• Manage local technology vendors, contracts, and outsourcing of work as required.
• Supervise Services & Support local team, members and participate in hiring process, onboarding, and deliver timely performance feedback to direct reports, execute performance appraisals during annual performance cycle, utilize talent management systems, and identify appropriate training to help with employee development needs.

Qualifications

• Bachelor’s Degree from accredited degree program in Information Services, Computer Science, Operations, Business Management, or related field of study with relevant certifications, and minimum of 10 years of progressive responsibility in Information Services Management or Customer Support Services or related area, or equivalent combination of education, training, and experience.
• Solid business and Information Technology (IT) acumen and familiar with business process such as Operations, Business Development, Finance, and Human Resources.
• Working knowledge of project management and change management methodologies.
• Professional verbal and written communication skills with ability to present to non-technical audiences and leadership.
• Able to influence others and build consensus across a diverse set of stakeholders.
• Strong analysis, critical thinking, good judgment, and problem-solving skills.
• Experience with contracts and vendor management.
• Supervisory experience, with ability to delegate, mentor, and deliver feedback.
• Experience applying continuous improvement principles and concepts.
• Experience managing teams using ticket management systems.
• Extensive experience with desktop and systems support and troubleshooting (e.g., office applications, security apps and tools, data, voice technologies).

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.