The IT Support Manager oversees and manages user computing and system (i.e. desktop, departmental applications, enterprise desktop tools) support for Sterling. This position manages Tier II Support Operations in India and maintains compliance with service level agreements (SLA) and provides report to customers and GTOS management performance metrics. He/She assists or manages projects and upgrades of applications. This position provides expertise to research and study new technologies and trends for recommending enterprise improvements and advancements. He/She acts as a subject matter expert for GTOS Tier II User Support and senior management to explain technologies and functionality, diagnose and solve problems and to recommend solutions. This position manages vendor relationships to review contract arrangements and to maximize vendor relationship value. He/She conducts departmental process improvement to consolidate services, reduce cost and increase efficiencies. The IT Support Manager reports to the Senior IT Support Manager.
Job Duties
Manage and Develop Team members (30%)
Manages people resources and processes to administer day-to-day operations.
Identifies individual and team skill gaps and developmental opportunities to facilitate career development
Ensures direct and indirect reports have documented career goals and detailed plans for achieving these goals to develop these individual professionally.
Conducts performance evaluations consistently and fairly to facilitate open communication and encourage continuous performance improvement.
Manage Departmental Operations (40%)
Manages team compliance with GTOS policies and procedures to meet ITIL/ISO/SOC2 and enterprise requirements and expectations.
Provides technical expertise to support team collaboration for resolving issues and meeting customer expectations.
Interacts with GTOS resources to promote the department’s role and to ensure adherence to IT governance and ITSM process for achieving enterprise-wide efficiencies.
Evaluates and summarizes departmental metrics to measure performance and forecast future needs.
Responds to customer inquiries, to assist client services staff with delivering quality customer service.
Oversees IT Service Management system to ensure efficient and timely customer support.
Ensures that all IT Asset is properly tracked on our inventory system.
Leads and participates in customer discussions to ensure current service levels meet expectation and to plan for future service offerings.
Develop and Maintains SLA (15%)
Provides defined service offerings to manage customer expectations.
Evaluates and reports on service delivery performance to measure achievements.
Reviews SLA annually to gather customer feedback and adjust service levels for meeting expectations.
Implements customer satisfaction surveys to gather SLA performance data from departments and customers.
Refine existing process to improve delivery and increase efficiencies.
Manages equipment centrally using management solutions (i.e. SCCM or HPDM) to ensure operability, reduce costs and increase efficiencies in maintaining the equipment.
Develops and Refine existing SOP and Policies (10%)
Implements on-call rotations to ensure proper coverage and to evenly distribute on-call schedules among Tier II.
Documents Technical information to Promote Tier II cross-functional support.
Builds and maintains knowledge database to assist the ServiceDesk with resolving issues at the Tier I level and to increase customer service.
Establishes Tier II staff goals and expectation to meet SLAs and to build an effective team.
Researches, Evaluates and Recommends Computing Technologies (5%)
Researches new solutions to meet customer needs and grow the service catalogue.
Evaluates next generation hardware and software to remain current and supportable.
Investigates technologies and features to provide new functionality to new and existing service offerings.
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Disclaimer
This job description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to the job.
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