GENERAL SUMMARY/PRIMARY FUNCTION:
Under the general direction of the Director of Collaboration Solutions: manages the operation and
maintenance of the organization's collaboration solutions technologies so that they function reliably, meet
the organization's business needs, and use the organization's IT resources effectively. This role is
accountable for continual development and strengthening of relationships between clients, team members,
and internal and external technology partners. The Service and Support Manager will coordinate a team of
technologists across diverse infrastructure disciplines to plan, prioritize, and manage IT support and
maintenance activities to ensure these technologies function reliably and that IT resources are used
effectively. Additionally, through liaison with functional and operational area managers to understand their
current and future collaboration needs, the Service and Support Manager enables the long-term strategic
objectives for Collaboration Solutions and ensures that service and support levels evolve to meet those
needs as the technology matures. To be effective in maintaining high service levels, the Manager will
facilitate training and workshops to equip service delivery and support team members with the knowledge
necessary to provide exemplary customer service.
The successful candidate will have the ability to balance customer requirements, issues and requests with
technology resources across technology service lines. The individual in this role must demonstrate
competence in working with customers to set and achieve service delivery targets and metrics.
PRINCIPAL DUTIES AND RESPONSIBILITIES:
- Directs a diverse and a large team of project managers, functional area managers, requirements
analysts, application/database architects, developers, testers, support engineers, and vendor
partners.
Provides a strong technology leadership to the IT team and to IT Leadership.
Develops strong partnerships with customers and technology leaders
Takes the lead in resolving incidents and issues escalated through the Service Desk in a timely
manner. Investigates, tests, and resolves problems related to application. Ensures technology and
development partners provide a high level of customer service and appropriate coverage off-hours
for critical problems. Identifies, escalates and resolves issues that impact infrastructure and
application performance
Oversees high impact incidents, conducts lessons learned and implements remediation plans.
Escalates business critical issues internally and with external providers to ensure customer
satisfaction is maintained.
- Evaluates trends on performance, capacity and operational health and develops plans to address key
issues. Resolves most issues independently and partners with vendors to resolve more complex
issues. Plans preventative maintenance, performs troubleshooting and resolves problems to ensure
infrastructure and application stability. Leads continual improvement best practices by identifying
and diagnosing improvement opportunities. Suggests improvements to solution architects and
supervisors. Leads review and management of tickets: break/fix for designated areas of
responsibility. Adheres to Service Level Agreement expectations demonstrated through ongoing
support of live users.
- Manages environment changes and maintenance in compliance with IT change management
policies and standards to maintain high levels of environment performance.
- Specifies systems, processes and methodologies to ensure effective monitoring, control and support
of the collaboration solutions environment.
- Analyzes service failures and produces appropriate documentation to communicate and report
results.
- Facilitates monthly service review meetings with customers as well as weekly review meetings
with team members, vendors, and technology leaders where appropriate, to discuss performance,
service improvements, quality of service, and processes.
- Collaborates with IT managers and directors to define the standards of service and support for
Collaborations Solutions.
- Works with team members and technology partners to maintain appropriate knowledge base
information as the collaboration solutions environment evolves and changes.
- Ensures transfer of knowledge to infrastructure teams is continuously maintained for continuity of
service and support.
- Stays current with respective technology capabilities and compliance regulations (when applicable).
Collaborates with vendor partners and contractors. Leads implementation of major version
upgrades and special updates.
- Promotes, develops and adheres to system standards, and best practices. Collaborates with team to
promote re-use and develop consistent technical build, implementation and support processes.
Effectively manages conflict and works together with team members, colleagues, and other leaders.
Effectively oversees, leads, communicates, presents, influences and utilizes reasoning skills to earn
support of staff, colleagues, leadership, and customers.
- Administers personnel-related matters, including interviewing and hiring, performance evaluations,
disciplinary action, coaching/mentoring, and staff development.
EDUCATION AND EXPERIENCE REQUIRED:
delivery organization
Microsoft SharePoint implementation and support experience required.
ITIL service delivery manager qualifications preferred.
PMI certification preferred.
General knowledge of Microsoft systems and emerging information technologies.
Enterprise system support experience preferred
Demonstrated experience in a leadership role on a major project or change management effort.
Must be able to handle difficult and sensitive situations using sound, independent judgment within
general policy and legal guidelines.
- Proven track record in managing diverse technology teams in a large IT organization, including
highly-skilled technical resources as well as developing team members of varying skill levels.
- Ability to assign, guide, and monitor the work of others regardless of the reporting relationship
(direct, project, indirect).
Candidate will have demonstrated relationship building and people management skills.
Skilled in managing resolution of complex system problems that span the technology infrastructure
Demonstrated passion for working with people and building credible relationships with customers
and peers
- Excellent Strategic Thinker; possess ability to provide thoughtful leadership to develop creative
solutions for complex business and technical problems.
- Excellent verbal and writing skills. Able to develop and present complex material effectively to a
variety of audiences - technical and non-technical, staff, management and leadership.
KNOWLEDGE, SKILLS AND ABILITIES REQUIRED:
Must meet or exceed core customer service responsibilities, standards and behaviors as outlined in the
HFHS' Customer Service Policy and summarized below:
Must practice the customer skills as provided through on-going training and in-services
Must possess the following personal qualities:
Be self-directed
Be flexible and committed to the team concept
Demonstrate teamwork, initiative and willingness to learn
Be open to new learning experiences
Accepts and respects diversity without judgment
Demonstrates customer service values
WORKING CONDITIONS:
Normal office environment with minimal exposure to noise, dust, or
extreme temperatures
Additional Information
