Sr. Manager, IT Customer Support Operations

WSSC - Laurel, MD (30+ days ago)3.6


This is a non-merit system, employment-at-will, long-term contract position.

The Sr. Manager, IT Customer Support Operations provides overall leadership and oversight for delivery of effective IT customer support services to approximately 1,600 users in local and remote locations.

The scope of responsibilities includes management of 24/7/365 IT Customer Support Operations and Endpoint (desktop/tablet/smartphones) Infrastructure services, including oversight of related and on-call support and technology upgrade/refresh initiatives.

Essential Functions
  • Leads WSSC’s IT Service Desk operation and continues to drive a customer- centric approach
  • Oversees all aspects of IT Customer Support Operations and Endpoint Infrastructure operations including plans, implementation, deployment, support and maintenance functions
  • Ensures timely, accurate, and complete assistance to WSSC employees in the areas of PC support, desktop applications, printers, and tablets according to set Service Level Agreements and IT procedures
  • Monitors IT Service Desk (application and desktop/tablet support) operations and escalations of service requests to various tier III support teams, application development, business units, and IT senior management when appropriate
  • Provides strong leadership and management for a diverse team, including recruitment, training and development, disciplinary matters and appraisals
  • Serves as the principle representative of the end user community and represents its views and changing needs back to the IT operations
  • Implements applicable industry best practice support model, such as the IT Infrastructure Library (ITIL) v3 to improve WSSC’s IT operations maturity level and move to a more customer-centric support focus for all IT services
  • Oversees desktop support problem resolutions to identify trends or problem support areas and ensures that support procedures are being followed
  • In consultation with IT senior management, establishes, communicates, and monitors IT support service level agreements (SLAs)
  • Establishes and manages procedures to ensure effective support coordination between IT Service Desk (tier 1), tier 2, and tier 3 resources
  • Tracks, measures and reports on key support performance metrics (SLAs) for the IT Service Desk
  • Responsible for the development and delivery of ITIL-based service reporting and trending for management covering all processes, especially availability, reliability and incident management
  • Manages a crisis management system to streamline notifications and resolutions during an enterprise wide outage
  • Performs trending and root cause analysis on reports and statistical data received from IT Service Desk to identify and develop strategies for addressing chronic issues
  • Leads WSSC’s endpoint hardware and software modernization initiative
  • Develops, implements and manages IT asset management processes and procedures for hardware and software
  • Develops policies and procedures for all IT endpoint infrastructure operating environments
  • Ensures comprehensive management of WSSC technology assets, ensuring maximum value from expenditures, licensing compliance and refresh cycles
  • Develops and manages budgets associated with the IT Support Services Operations and Endpoint Infrastructure projects
  • Supervises employees including selecting or recommending selection, training, assigning and evaluating work, counseling, disciplining, and/or termination or recommending termination
Other Functions
  • Conducts regular meetings with business client to acquire feedback on IT services at enterprise level
  • Provides management reports on IT Service Desk operations, SLA’s and issues regarding the support of IT resources
  • Perform other duties as assigned
Work Environment And Physical Demands
Business casual office environment.

Required Knowledge, Skills, And Abilities
  • Advanced knowledge of IT systems and customer support operations management
  • Advanced knowledge Windows operating system
  • Advanced technical knowledge of networks and communication systems
  • Working knowledge of help desk operations
  • Advanced ability to lead infrastructure technology projects for enterprise endpoint (desktop/tablet/smartphones) hardware/ software upgrades
  • Ability to learn new technology and keep abreast of the latest technological advances
  • Strong customer-focus and demonstrated experience working with/meeting business users’ requirements
  • Proven service management skills – setting and measuring SLAs and KPIs
  • Excellent analytical and problem-solving abilities
  • Ability to efficiently manage multiple initiatives simultaneously
  • Strong interpersonal relationship, team building, collaboration and objective facilitation skills
  • Strong verbal and written communication skills
Minimum Education, Experience Requirements
  • Bachelor’s degree in IT or related discipline
  • 10+ years IT operational support experience
  • 6+ years experience managing IT customer support operations (help desk/service desk/desktop) with 10+ staff
  • 3+ years experience implementing ITIL methodologies to proactively monitor infrastructure environments using service desk ticket management and asset management systems