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Manager, Technology Customer Services
2 months ago
Manager, Technology Customer Services
Full-time employment opportunity with a dynamic and multi-faceted resource for economic development in the St. Louis region.
About Us
Since 1950, we have partnered with private and public organizations on hundreds of projects that have created thousands of jobs on both sides of the Mississippi River.
BSD operates with a focus on making a positive impact on the region and the nation, better connecting the Bi-State area to the rest of the world. We are impacting neighborhoods, large and small, in Illinois and in Missouri, with investments that are shaped by our unique perspective of the region and its potential.
Why Work Here
- Work for a company that strives to make a positive impact in the region
- Earn competitive salary
- Free access to 8 gyms at our facilities 24/7 with Personal Trainers available
- Discounted memberships with Club Fitness
- Wellness program that provides free health screenings
- Discounted cellular phone service
- Free MetroLink and MetroBus access
- Medical, Dental, Vision coverage effective on your 1st day
- 4 weeks earned PTO
- Your Birthday is a floating holiday
- Company sponsored 401(k plan
- Employee assistance program
- Eligible for federal Public Service Student Loan Forgiveness program
- Tuition reimbursement program
- Hybrid Position. Will be in the office 3 days a week, from home 2 days a week.
The Role
Manage the Information Technology staff and resources that respond to our internal customers questions and needs for computers, printers, phones, and accessories. This is a critical role in Information Technology focused on excellence in effective, efficient customer service. Our helpdesk and desktop teams support customers at all Bi-State facilities in the region. Additional responsibilities include supporting the Director of IT Infrastructure with special projects, planning for future technology, mentoring staff, and promoting improvements in our processes and procedures.
Responsibilities
- Manage the helpdesk, desktop and administrative assistant staff by providing leadership, guidance, and mentorship. Set clear expectations, goals, and objectives for team members. This role will ensure that critical activities are prioritized, communicated, and executed appropriately throughout the Agency.
- Oversee the delivery of IT services related to desktop support and helpdesk operations. Ensure that service level agreements (SLAs) are met and that services are delivered efficiently and effectively. Monitor key performance indicators (KPIs) and metrics related to desktop support and helpdesk operations. Generate regular reports to track performance, identify trends, and communicate insights to stakeholders.
- Foster positive relationships with internal customers and stakeholders. Solicit feedback, address concerns, and strive to continuously improve the quality of IT services provided to end-users.
- Manage relationships with third-party vendors and service providers that support endpoint computing and helpdesk operations. Ensure that vendor services meet quality standards and contractual obligations.
- Work with individuals to promote growth through appropriate assignments, feedback, self-study, and training.
- Promote procedures, work, and technology approaches that ensure reliable/available technology and applications for Bi-State users and customers.
- Ensure compliance with IT security policies, procedures, and regulations. Implement measures to safeguard IT assets, data, and systems against security threats and vulnerabilities.
- Implement and enforce change management processes to effectively manage changes to endpoint environments, software configurations, and helpdesk procedures. Minimize disruptions and ensure smooth transitions.
- Participate with the IT management team in planning production rollouts, ensuring all endpoint upgrades are planned and coordinated with applicable parties and downtime is minimized.
- Participate as needed with business leaders and customer groups to understand new approaches and requirements that may be developing in Bi-State business areas.
- Evaluate new technologies and approaches in the industry to assist in developing technology roadmaps for endpoint computing. Determine next steps to keep Bi-State solutions current and viable. Communicate future vision/direction to helpdesk and desktop staff and work with Director of IT Infrastructure to find funding and promote changes.
- Assist in planning and managing an annual budget of $2.5 to $3.0 million dollars. Use financial resources economically and stay within budget specifications. Assist in purchasing hardware and software utilized by the Agency.
- Other duties as assigned by the Director of IT Infrastructure.
Knowledge, Skills, & Abilities
- Understanding of desktop operating systems (e.g., Windows, macOS, Linux), hardware components, and common software applications. Familiarity with ITIL (Information Technology Infrastructure Library) best practices is also beneficial.
- Ability to lead and manage teams effectively, including setting goals, providing feedback, resolving conflicts, and motivating team members to achieve objectives.
- Strong verbal and written communication skills are essential for interacting with team members, stakeholders, and end-users. The manager should be able to articulate technical concepts in a clear and understandable manner.
- A focus on providing excellent customer service and support to end-users. This includes empathy, patience, and the ability to handle challenging situations professionally.
- Capacity to analyze complex technical issues, identify root causes, and develop effective solutions. The manager should be adept at troubleshooting and resolving problems efficiently and act as a point of escalation for your team. Demonstrated ability to gather information and make decisive decisions, seeking approval when necessary.
- Basic understanding of project management principles and practices, including planning, scheduling, resource allocation, and risk management. This is important for managing IT projects and initiatives within the desktop and helpdesk teams.
- Ability to effectively manage changes to IT systems, processes, and procedures while minimizing disruptions to end-users. Knowledge of change management frameworks and methodologies is valuable.
- Experience developing and managing to information technology and personnel budgets.
- Familiarity with vendor management practices, including negotiating contracts, evaluating vendor performance, and ensuring compliance with service level agreements (SLAs).
- Ability to identify training needs and provide ongoing learning opportunities to team members to enhance their technical skills and knowledge.
- Understanding of IT security principles, practices, and protocols to safeguard IT assets, data, and systems from cyber threats and vulnerabilities.
- Experience with aligning IT support efforts with business objectives and contributing to organization success.
Experience
Degree: B.S. or equivalent experience required.
Years: Minimum of five (5) years of management experience and to total of 10 or more years of experience in IT/desktop area.
Field: Computer Science or related field
Field: Information Technology or related field.
Bi-State Development is committed to providing an Equal Employment Opportunity experience for all employees, applicants, vendors and customers with an environment free of discrimination, harassment, and retaliation.
Company DescriptionSince 1950, we have partnered with private and public organizations on hundreds of projects that have created thousands of jobs on both sides of the Mississippi River.
BSD operates with a focus on making a positive impact on the region and the nation, better connecting the Bi-State area to the rest of the world. We are impacting neighborhoods, large and small, in Illinois and in Missouri, with investments that are shaped by our unique perspective of the region and its potential.Company DescriptionSince 1950, we have partnered with private and public organizations on hundreds of projects that have created thousands of jobs on both sides of the Mississippi River.\r
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BSD operates with a focus on making a positive impact on the region and the nation, better connecting the Bi-State area to the rest of the world. We are impacting neighborhoods, large and small, in Illinois and in Missouri, with investments that are shaped by our unique perspective of the region and its potential.
