General Summary

Provides leadership for managing, planning, organizing, and executing departmental goals designed to provide a single point of contact for the end user community to report incidents and request IT services. Responsible for managing a team of analyst providing Tier 2 support of business applications. Responsible for the daily operations of the Service Desk as well as continuous improvement and integrated ITSM ITIL service management strategic automation activities. Participates in or manages Major System Incidents including coordinating the communication to appropriate senior staff, interdepartmental teams and end users. Develops customer services strategies which optimize reliability. Participates in the ITSM Change and Problem Management processes. Provides direction and guidance to the Helpdesk Staff, including direct report supervisors as well as HR and Administrative control. Responsible for maintaining customer satisfaction across the full range of services provided by the Information Services and Technology department.

Principal Responsibilities and Tasks

The following statements are intended to describe the general nature and level of work being performed by people assigned to this classification. These are not to be construed as an exhaustive list of all job duties performed by personnel so classified.

1. Develops and coordinates the implementation of effective customer and service desk support strategies including multi-channel support and changes in a multidimensional, multi-facility environment with Tier 1 and Tier 2 Technical Agents.

2. Participate in the development and execution of Service Level Targets.

3. Recommends and implements new best-practice processes to ensure better service for IT users, executives and project staff while following enterprise support guidelines.

4. Build and maintain a strong team culture of inclusion and recognition of positive achievements.

5. Meet with end-user community to provide updates, address IT support concerns and find solutions to issues. Follow up with relevant IT function, to resolve concerns and issues.

6. Provide oversight or collaboration of Major System Incidents and participates in the follow-on Risk, Problem and Change Management processes to insure operational continuity in an ITIL environment. Prepare monthly customer service metric reports, including statistics for IT support teams for distribution to senior IT management. Conducts presentations on a variety of Help Desk issues to internal and external customers, management and administrators.

7. Maintains close alignment & coordination with peers to provide world-class support across multiple disciplines.

8. Uses the UMMS ITSM tool to identify trend issues, analyze issues of concern and recurring trends, and identifying and implementing solutions where applicable. Assess, manages and monitor employee satisfaction results and action plans. Assist Senior Management in the execution of improvement action plans.

9. Determine staffing requirements and supervise, build and maintain a high performance team that assures adequate and highly effective staffing.

A. Hire, orient, train, conduct performance evaluations, handle disciplinary issues, and provide an open and goal oriented work environment with establish clear and concise work procedures and productivity standards.

B. Develop staff by providing opportunities and training programs to enhance individual employee career development.

C. Ensures staff competency of technologies, policies and practices across the enterprise.

10. Develops, maintains, implements and enforces departmental goals, objectives, policies and procedures for UMMS in collaboration with IT Leadership.

A. Ensures compliance with regulatory and audit agency requirements.

B. Develops performance improvement initiatives to improve customer service, operating costs, departmental functions and productivity.

C. Develops and executes effective control process and compliance monitoring procedures to ensure risks are measured, monitored, controlled, and mitigated