Responsibilities
- Ensure cohesiveness between all Tiers and manage the day-to-day operations of services, including incident, service requests, and end-user support.
- Be the first point of contact for troubleshooting hardware/software, computer systems (PC and Mac), and printer problems.
- Train and mentor staff responsible for phone and in-person support to users in e-mail, directories, computer operating systems, and desktop applications for all types of computer systems and applications.
- Demonstrate expert-level knowledge of industry-accepted standards and best practices related to Project Management, SDLC, and HDI.
- Guide, direct, and develop an ITSM/ITIL maturity plan throughout the contract's lifecycle.
- Responsible for the overall synergies, coordination, and collaborations of all tiers.
- Identify areas of improvement and develop and deploy ITSM/ITIL improvements.
- Facilitate key customer meetings to understand project statuses, risks, issues, and resource requirements.
- Be the primary POC of operational escalations, determine root causes, and develop corrective action plans, ensuring they are worked to completion.
- Ensure KPIs, SLAs, and communication expectations are met across the program.
- Ability to work proactively and independently while handling multiple assignments.
- Plan, initiate and manage information technology (IT) projects.
- Lead and guide the work of technical staff.
- Serve as liaison between business and technical aspects of projects.
Requirements
- Ten (10) years managing and leading successful and consecutive commensurate experience managing 24/7/365 customer support center or enterprise service desk of 50 plus staff.
- Significant experience supporting financial/regulatory agencies (e.g., Federal Reserve Board (FRB), the Federal Deposit Insurance Corp. (FDIC), and the Securities and Exchange Commission (SEC), Office of the Comptroller of Currency (OCC)).
- Project Management Institute (PMI) Project Management Professional certification.
- ITIL 3 or 4 certification.
- Strong technical background in the areas of IT infrastructure, network engineering, systems administration, call center, Desk-side Support, systems security, and software applications.
- Works well within a team and understands the importance of quality customer service.
Nice to Have
- Bachelor’s degree in computer science/information systems.
- ITIL 4 Certification.
- Help Desk Institute (HDI) Certification - Support Center Manager.
- ServiceNow certification.
Benefits
- Medical Insurance.
- Vision Insurance.
- Dental Insurance.
- Life and AD&D Insurance.
- 401(k) Savings Plan.
- Education and Professional Training.
- Flexible Spending Accounts (FSA).
- Employee Referral and Merit Recognition Programs.
- Employee Assistance and Identity Theft Protection.
- Paid Holidays: 11 per year.
- Paid Time Off (PTO).
- Disability Insurance.
Work Arrangement
Hybrid
Team
Team size: 50 plus staff
Additional Information
- Public Trust clearance
- Full-Time Employees are eligible to participate in our ActioNet’s Benefits Program
