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Manager IT Support

2 months ago

Johnstown, United States AmeriServ Financial Full time

SUMMARY OBJECTIVE:

Provide leadership and direct activities of the IT Support team within AmeriServ’s IT department. Provide innovative, timely, reliable, and secure technology services and support to all AmeriServ companies; to provide business value through understanding, knowledge, communication, agility, and a strong customer focus; and to provide outstanding customer service to all end customers.

ESSENTIAL FUNCTIONS:

1. Responsibility for the leadership and mentoring of the IT Support team, including consistency and quality of service delivery. Provide personal back-up for functions, when necessary.

2. Provide for the proper training of employees ensuring compliance with policy and procedures. Manage the performance of the team and staff members. Conduct performance appraisals of staff members to identify strengths and weaknesses. Develop staff members by coaching and mentoring in necessary areas and provide professional growth opportunities. Create an environment of continuous learning and growth development. Foster the core IT principles, as outlined in the Strategic Technology Plan, and lead by example.

3. Ensure that significant activities and responsibilities are properly and thoroughly recorded, tracked, and prioritized. Develop and revise internal service level goals to ensure service excellence and system(s) reliability. Identify areas of poor performance and establish effective solutions to resolve issues in the near and long term. Communicate expected service level goals to staff and require accountability from each team member. Coach team members on quality service performance.

4. Manage and facilitate the procurement, build, deployment, and maintenance of end-user computing and mobile device hardware, ensuring assets are appropriately tracked.

5. Manage the Company’s software licensing and compliance.

6. Manage numerous IT projects concurrently.

7. Communicate frequently with the Manager of Technology and other IT staff regarding open issues and problem escalation.

8. Coordinate resolution of complex issues with system and software vendors.

9. Assist with the development, implementation, and maintenance of the Corporate BC/DR (Business Continuity/Disaster Recovery) program.

10. Ensure appropriate level of urgency is applied to various support activities and initiatives. Plan, organize, coordinate, maintain, and assure effective onsite and remote client support services for desktop computers, software, telephones etc. to deliver exceptional client service. Ensure all issues are quickly addressed, resolved, and well documented.

11. Assist the Manager of Technology in the development of the annual operating plan to support the IT and Corporate strategic plans. Also assist the Manager of Technology in the development of an annual operating budget, capital requests, and monitor budget compliance.

12. Ensure Change Management policies, procedures, and best practices are followed, and that quality documentation is created and maintained.

13. Ensure the timely and accurate completion of system entitlement requests and other logical security functions.

14. Assist the VP, Manager of Technology with strategic technology planning by performing the following functions:

a. Evaluate solutions and develop proposals for the enhancement and/or replacement of systems.

b. Achieve operational efficiencies through creative and cost-effective implementation of new technologies.

15. Create and manage a process for tracking user feedback and utilizing the feedback to initiate improvements.

16. Assist with the coordination of external and internal audit requests.

17. Continually enhance personal IT skills and obtain appropriate certifications, as directed by the Manager of Technology and the CIO.

18. Maintain a good working relationship with all Company employees.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

SUPERVISORY RESPONSIBILITY:

This position requires supervision of employees.

WORK ENVIRONMENT:

This job operates in a professional office environment. This role routinely uses standard office equipment such as computers, phones, photocopiers, filing cabinets and fax machines.

PHYSICAL DEMANDS:

The employee is frequently required to: 1) Type or otherwise work with fingers; 2) Talk expressing or exchanging ideas by means of the spoken word. Those activities in which they must convey detailed or important spoken instructions to other workers or clients accurately, loudly, or quickly; 3) Hearing – perceiving the nature of sounds at normal speaking levels with/without correction. Ability to receive detailed information through oral communication and make the discriminations in sound; 4) Specific vision abilities required by this job include: viewing a computer monitor; extensive reading.

Sedentary work may require occasionally lifting of up to 10 pounds and/or move up to 25 pounds. This work involves sitting most of the time with walking and sitting.

TRAVEL:

Moderate travel is required for this position.

COMPETENCIES:

1. Strong Communication Proficiency

2. Technology Savvy

3. Customer/Client Focus

4. Deadline Oriented

5. Analytical Skills

6. Interpersonal skills

7. Ethical Conduct

REQUIRED/ PREFERRED EDUCATION AND EXPERIENCE:

Requires a minimum of an associate degree in an IT-related field and 5 years’ experience, preferably leading a customer-service oriented team. Strong organization skills with a level of attention to detail is necessary. Practical knowledge of mobile and desktop operating and application systems with an understanding of network topologies, operations and communication principles is preferred. Proven troubleshooting abilities to diagnose and remediate networking, operating, and application software problems.