Manages teams within the information technology department in accordance with organizational policies and goals. Ensures proper functioning of company's information processing systems under his / her control and makes upgrades as necessary.
Helps business operations utilize information systems to improve efficiency. Keeps end user computer equipment, hardware, and software updated to meet organizational needs.
Relies on experience and judgment to plan and accomplish goals. Provides management support (on-call) outside of standard business hours.
A wide degree of creativity and latitude is expected.
Essential Job Functions :
Provides World Class Customer Service to internal and external customers.
Manages a team of support personnel who troubleshoot and resolve IT and application problems
Responsible for hiring practices and training within his / her functional departments including cross training
Measure functional team’s performance against service level and service target agreements for internal and external customer
Interacts with business units to gather, define, and organize delivery of business solutions
Supports corporate compliance initiatives within the IT department and company-wide IT systems, including but not limited to SOX, PCI, and ITIL
Analyze relevant application, connectivity, support service levels and performance statistics against customer support requirements to document attainment of service level agreements.
Oversee the implementation of end user hardware, operating system and software enhancements
Recommends technology infrastructure upgrades / changes; assesses functional business current and future needs