it manager Herald Harbor, MD
Job description
PRIMARY PURPOSE:
Directs level 0-1 IT support for Customer Service, Desktop Support, Telephony Support, Call Center Management and associated tools and processes, Problem Tracking, Software and Hardware installs, and Environmental and Technical Currency for a region of the Company ( North or South). Responsible for meeting or exceeding customer expectations in responding to service requests or reported incidents in accordance with established procedures and guidelines. Manages effective processes for delivering quality service, ensures client downtime and productivity loss is minimized from technology malfunctions. Clients are equipped with relevant and current personal productivity technology and are appropriately trained.
PRIMARY PURPOSE:
The Manager of IT Operations directs level 0-1 IT support for Customer Service, Desktop Support, Telephony Support, Call Center Management and associated tools and processes, Problem Tracking, Software and Hardware installs, and
Environmental and Technical Currency for assigned properties/region. This position is responsible for meeting or exceeding customer expectations in responding to service requests or reported incidents in accordance with established procedures and guidelines. It is expected to manage effective processes for delivering quality service, ensures client downtime and productivity loss is minimized from technology malfunctions. Clients are equipped with relevant and current personal productivity technology and are appropriately trained. All duties are performed within and adhere to established company
practices, policies, and procedures.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
Leads technical support engineering team for complex and/or luxury properties demonstrating strong management and leadership skills and competencies
Builds a strong cohesive team at the property level.
Schedules staff to allow engineers to provide service as committed
Develops and mentors leads and senior technical support engineers
Manages service orders appropriately to deliver committed levels of customer service
Establishes rapport with key business leaders to collaborate and influence demonstrating ability to express complex technical concepts in terms that are understandable to the business
Implements and reinforces Company business practices
Manages key performance indicators identifying appropriate metrics and manage performance to agreed-upon service levels
Demonstrates solid operational skills and the ability to effectively manage and ensure productivity at multiple locations on 3 shifts 24x7
May act as Director in his/her absence
Other job related duties as assigned
.
SUPERVISION:
This position has the following direct/official supervisory responsibilities :
Technical Support Engineers I, Technical Support Engineers II and Technical Support Engineers III
MINIMUM REQUIREMENTS:
Bachelor's Degree in a related field or equivalent experience.
Two (2)+ years of management experience in Information Technology in a similar role.
A+ Certified
PREFERRED:
MCP preferred
Experience working with ITIL
Previous leadership experience
Previous experience in a similar resort setting
CERTIFICATIONS, LICENSES, REGISTRATIONS:
Valid Gaming License will be required
A+ Cert.
Proof of eligibility to work in the United States
KNOWLEDGE, SKILLS, AND ABILITIES:
Expert in the use of various technology support tools (e.g., remote control problem management, problem tracking, monitoring, etc.)
Expert is the use and support of desktop and user productivity technologies
Knowledge of networking, internal applications, voice and data communications
Experience in areas such as computer operations, production support and infrastructure delivery and management
Working understanding of ITSM frameworks
Working understanding of general business operations including sales, finance, operations, and purchasing
Advanced knowledge of Microsoft Office, Visio, and Project
Highly proficient oral and written communication capabilities as well as executive presentation abilities
Team building, conflict resolution, and negotiation skills
Ability to manage at both a broad and tactical level
Ability to manage key performance indicators identifying appropriate metrics and manage performance to agreed-upon service levels
Strong operational skills and the ability to effectively manage and ensure productivity at multiple locations on 3 shifts 24x7
