Become An Information Technology Support Manager

* Monitor technology dashboards and event consoles in order to identify issues that require attention
* Proactively escalate impacting events, establish and chair bridge calls, engage resolvers, and coordinate the resolution
* Timeline the events that occur during the entire incident and document them in the ticket
* Review of incident data to ensure the completeness and quality of the information collected
* Clearly and concisely communicate incident details both verbally and written in the form of Incident communications.
* Review of the execution of the incident process to identify opportunities for improvement in the process (missed SLAs, gaps in execution or response)
* Documentation of and revision to existing processes, with the end goal of improving quality of services offered to customers by technology teams
* Additional project and process improvements as needed

* 1. Manages a team of IT Desktop Support team members responsible for the site IT infrastructure2.
* Administration of Windows based applications of basic principles, theories, and concepts3.
* Administration of Exchange, remote access technologies, Microsoft Active Directory domain administration and support, including user/policy account creation, permissions allocation, resolving complex replication and authentication issues, creating file and print shares4.
* User desktop management with a working knowledge of system patch practices and imaging5.
* Working knowledge of Microsoft Networking principles such as DNS, WINS, DHCP6.
* Working knowledge of Cisco based routing and switching7.
* Administration of Third party software integration within a server enterprise environment8.
* Supports and maintains multiple server hardware platforms9.
* Administration of enterprise backup solutions, including application administration and troubleshooting hardware-related issues10.
* Administration of data storage platforms, such as SCSI-attached devices, NAS devices, Storage Area Networks and RAID best practices
* IT Support to provide 24x7 on call production support.
* BS in Computer Science; and2.
* Years experience in Systems Administration; or3.
* Combination of education and experience4.
* Experience with managing an IT support team5.
* Desired certifications include but not limited to: A
* Certification, MCSE, CCNA6.
* Ability to manage multiple projects, activities and tasks simultaneously7.
* Ability to work off-hours as required8.
* Must have the personal communication and presentation skills that will represent the company professionally to outside agencies, financial institutions, business partners, employees and customers.
* Associated topics: chief program officer, cpo, manage, manager, management, monitor, product manager, project manager, relationship manager

* Demonstrated leadership and
* management skills commensurate with experience level.
* Experience in planning, organizing,
* directing, and controlling overall activities of a project, including project
* management, technical work, quality–of-work, schedule, and costs.
* Supervisory, technical, and
* administrative direction to the staff.
* Ability to anticipate problems and
* risks, and work to mitigate them.
* Monitors each task and regularly
* briefs client management orally and in writing, concerning problems encountered
* and accomplishments.
* Evaluates staff performance and reviews
* work products on a daily basis.
* Responsible for keeping time and
* budget commitments for the organization.
* Investigatecustomer's problems and find solutions.
* Communicate with Federal IT POCs and other support groups
* Hire, train, and terminate Tier 1 & 2 agents.
* Provide scripts to read from during phone calls.
* Handle major incidents that cannot be resolved by agents.
* Resolve complaints and issues.
* Ask customers to provide feedback on agents and customer service
* experience.
* Keep abreast of new products and services.
* Analyze data and statistics.
* Compile and print reports on overall performance and customer satisfaction.
* Isolate and identify areas of improvement.
* Train agents on how to adequately address problem over the phone or how to
* write correspondence.
* Work with management on customer service initiatives.
* Utilize social media to respond to customer complaints and praise.
* Minimum
* Qualifications
* Bachelor's degree from an accredited
* University or College in Information Technology or equivalent degree
* years of experience serving in an
* IT customer service manager role
* ITIL Foundation Certification (Practitioner desired)
* and Help Desk Institute (HDI) Certifications
* Active Public Trust (NACI Tier 4

* Manage a small team of analysts
* Break down and prioritize delivery of products and features by developing and maintaining the product backlog, user stories, and cross-product dependencies.
* Proactively communicate and collaborate with business stakeholders, IT staff, vendors and other team members to analyze information and functional requirements, manage the implementation process and ensure the delivered product meets business needs.
* Manage stakeholder needs & requests while balancing product roadmap priorities.
* Elicit, identify, document, and refine requirements from business problems, which may include technical requirements.
* Track and report on progress on roadmap items by internal IT and external vendors.
* Use metrics and feedback to improve team and organization processes, best practices, performance, and delivery.
* Assist with production support issues.
* Proactively communicate and collaborate with stakeholders, product managers and team members to analyze information needs and functional requirements, and ensure the technical solution meets the business needs.
* As well as the ability to effectively interface with all levels of executives, up to and including C-suite, of a Fortune 250 company; identify opportunities for improving existing processes and implementation of changes.
* A successful IT Manager will have the following:
* BA/BS in a technical or business discipline (information systems, engineering, computer science, finance, business administration, or accounting).
* years of IT Manager, Product Owner or Product Manager experience
* Expereience in Advertising, Media, or Related Field a plus.
* Excellent organizational, facilitation, and written/verbal communication skills.
* Self-motivation with strong, proven, analytical and problem-solving skills.
* Ability to collaborate with cross-functional resources and work well in a geographically distributed environment.
* Vacancy Name: 2016
*

* Manages designated units by translating business plans into tactical action items; communicating goals and objectives; ensuring all policies and procedures are followed; overseeing the completion of work assignments; assuming responsibility for decision making; aligning team efforts; building accountability for and measuring progress in achieving results; incorporating resources, costs, and forecasts into unit plans; removing obstacles that impact performance; guiding performance and developing contingency plans accordingly; partnering with key stakeholders and business leaders to ensure products and/or services meet requirements and expectations while aligning with departmental strategies; and influencing units to operate in alignment with business objectives.
* Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst departments; strategically evaluating talent for succession planning; setting performance management guidelines and expectations across units; and working closely with employees to set goals and provide open feedback and coaching to drive performance improvement.
* Provides insight and leadership on the delivery of appropriate, sustainable, and prompt solutions to incidents.
* Manages the implementation of planned hardware and software changes into production environments.
* Manages the maintenance, modification, and documentation of complex and advanced applications.
* Manages change management processes.
* Manages system configuration.
* Oversees the management and monitoring of stability, availability, and performance of enterprise systems and systems in one or more additional IT domains (e.g., systems, applications, network, databases, storage, security).
* Manages maintenance and refresh activities performed by team members.
* Manages application-oriented administration and technical support for production and non- production environments.
* Manages timelines and cross-functional resources to drive the delivery of appropriate, sustainable, and prompt solutions.
* Manages a network of partnerships with technical and project teams to resolve system problems and application-specific issues.
* Manages communication with product users and suppliers to share information, identify opportunities, resolve problems, prioritize customer requirements, and maintain continuous improvement through customer feedback.
* Manages the improvement of system usefulness to the local user by increasing the number of functions that can be automated, as well as seeking process and improvements that reduce human interaction with the system.
* Manages the testing of designated systems and tools.
* Manages the development of guidelines to prevent and/or resolve recurring problems.
* Manages all levels of support for all enterprise systems by overseeing the diagnosis, troubleshooting, and resolution of complex incidents to minimize system issues.
* Manages the installation, upgrade, or decommissioning of designated systems, products, and infrastructure.
* Manages the analysis of the impact of process or technical tool changes on existing processes, tools, and interfaces