Information Systems Support Manager

Advantage Tech is currently looking for an individual with strong collaborative skills for the position of Manager of Information Systems Support to oversee the applications that support internal and external users of business applications. This position is responsible for driving and supporting projects to upgrade applications to ensure ongoing health and performance as well as advancing features for all applications. A key priority for this role is to ensure continuity of service availability and performance in accordance with Service Level Objectives either explicit or implied. This individual will manage resources and priorities to deliver on projects, complete user service requests, handle application incidents and manage change in accordance with ITIL standards.

 

KEY RESPONSIBILITIES:

Oversee the resolution of application issues.  Manage escalated issues.

Establish processes and standards to meet or exceed Service Level Objectives

Manage projects to ensure timely delivery of new initiatives supporting business objectives

Ensure processes are defined and followed consistent with ITIL standards and in accordance with internal IT controls

Provide staff with timely feedback on performance; Mentor and develop staff.

Ensure team is staffed with associates possessing the talents needed for this competency

Provide guidance to staff on technical resolution of issues and setting daily priorities as well as goal setting/management

Oversee progress on all open incidents and service requests to ensure they are processed within established objectives.  Proactively manage the internal Customer experience and ensure service quality is delivered to our customers on a daily basis.

Ensure work atmosphere is positive with a focus towards collaboration and customer service

Propose new solutions to improve the business operations of company’s associates to include internal IT solutions.  Manage issues and roadblocks impacting project progress and issue resolution.

Job Requirements

KNOWLEDGE, SKILLS and ABILITIES:

5+ years’ experience in managing technical resources especially in an IT Production Support Role.

Knowledge of how to select, develop and motivate staff.

Extensive knowledge of applications, desktops, Operating Systems, Databases and peripherals as well as, but not limited to, software such as Microsoft Office, Microsoft System Center, SharePoint, Internet Explorer, AWD, Informatica, MS SQLServer

Knowledge in ITIL and IT best practices

Extensive experience in troubleshooting application issues and driving issue resolution

Extensive experience in handling escalation and in vendor management

Knowledge of corporate policies and procedures as well as business case and budget development.   

Excellent customer service, mentoring, teamwork and vendor management skills.

Ability to motivate individuals and keep service levels at optimum level.

Ability to communicate with management of issues and project progress  

Ability to quickly assimilate new technologies and information.  

Ability to delegate and follow through.  

Sound decision maker

Ability to operate with a strong sense of urgency and motivate others to be the same.  

 

 

Advantage Tech is proud to be recognized as Kansas City Business Journal’s #1 locally owned IT staffing firm. We are passionate about delivering world-class service and value to our clients.  Advantage Tech’s customized recruiting model enables us to place consultants locally and nationally. Our clients want the best candidate at the most reasonable rate within a set timeframe; that’s precisely what we provide them.  We go even further.   Our consultant retention program gives our clients the added comfort our people will perform well and finish the project.

Please visit advantagetech.net to learn more about our culture, benefits and career opportunities

#advantagetech

Submit Resume