Support Services Manager

12 يناير، 2023

0 1 3 دقائق

GENERAL FUNCTION

Under the supervision of the director of information systems, the Support Services Manager is responsible for providing direction and leadership for the overall design, implementation, management, security, training, maintenance and operation of enterprise applications and related business process analyses, customer support, and service desk activities of the District. Provides leadership in all aspects of planning and project management for new systems and services, analyzes impact on existing resources, and develops technical recommendations for future growth and development. Manages enterprise-level information technology support services and associated staff to support mission-critical applications and systems.

Essential Functions

Direct all aspects of the operation, maintenance and technical customer support services for all enterprise applications District-wide.
Design, implement, monitor and prioritize technology project plans to effectively use existing resources to address multiple projects. Schedule and prioritize staff projects to meet customer needs while minimizing impact.
Coordinate the collection, distribution, analysis and reporting of data from various sources; specifically to meet State/Federal reporting requirements and deadlines.
Serve as a technical resource expert in the area of designing, implementing, troubleshooting and training of staff to support enterprise applications and systems.
Provide direction, training, leadership and supervision to customer support and service desk staff to achieve successful performance of tasks and responsibilities while encouraging innovation. Administer personnel policies, make employment decisions and evaluate employee performance as an authorized evaluator under the Jordan Classified Evaluation System.
Contribute to the training and development of information systems staff in direct support of information systems delivery of services.
Facilitate the development and implementation of processes that improve efficiency and enhance productivity.
Provide for the process definitions, management and improvement of office automation and end user computing applications and utilization.
Identify and understand customer expectations in order to improve service quality. Anticipate and identify potential problems before they occur and implements solutions.
Identify, consult with and respond to site organization problems and concerns in regard to office automation, end user applications and training. Identify procedures and provide instruction, direction and follow-up to customers.
Analyze the training needs of customers, develop classroom curriculum and provide quality individual and group training programs.
Coordinate the purchase and installation of personal computer hardware and software.
Establish product, direction and platform standards and investigate, evaluate and recommend state-of-the-art technology.
Facilitate the analysis, design, training and implementation of change to enterprise systems and identify the impact, cost, benefit and risk of change to enterprise systems.
Develop budget projections and monitors budget expenditures.
Communicate (written and oral) effectively with end-users, administrators, vendors and partners in a timely manner. Respond to and support other areas of the information systems department team in accomplishing their assigned responsibilities.
Requires evening, late night and weekend work to meet deadlines and priorities.
This position requires punctual and regular daily attendance at assigned location.

Minimum Job Qualifications

Requires High school diploma, GED or equivalent as reviewed by the Department of Human Re ources. Verification may be requested.
Requires a Bachelor's degree in a computer science, information systems or related technical field of study PLUS five (5) years of successful job related work experience or an equivalent combination of education and experience.
Requires management and leadership skills to manage multiple projects, motivate staff, create a positive customer service team-oriented work environment and develop future plans and budgets. Experience in team leadership, project management or direct supervision preferred.
Requires a high level of technical background knowledge and experience to assist and evaluate customer needs.
Experience in K-12 school setting and knowledge of K-12 enterprise applications preferred.
Requires technical knowledge of office software, computer equipment and peripherals.
Requires effective written and verbal communication skills to interact with individuals and groups at all organizational levels, external vendors and other service providers.
Ability to work through highly complex technical troubleshooting processes to lead staff through the same processes.
Ability to make mission-critical decisions in support of enterprise applications.
Ability to train other staff in the use of system software to increase their skills and knowledge.
Ability to make proper work decisions to effectively address multiple priorities at one time and optimize the use of staff time.
Requires ability to provide leadership that supports teamwork and customer service skills.
Ability to work well with frequent interruptions.
Requires a valid Utah driver license.