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    Manager IT, Support Services - Tulsa, United States - Family & Children's Services

    Family & Children's Services
    Family & Children's Services Tulsa, United States

    1 week ago

    Default job background
    Description
    • Provide direction and oversite for daily and weekly tasks that impact the desktop and end users.
    • Review ticketing for closure rates, open to close durations, and customer satisfaction scores.
    • Provide mentoring and training for Support staff.
    • Evaluate the ITSM system for opportunities to automate, improve, and exploit.
    • Identify technical support needs across the agency and provide solutions.
    • Set project priorities and coordinate all technical support projects ensuring that adequate project tracking, documentation and project status reports are prepared for management.
    • Develop processes and disciplines within Support Services that will increase efficiency, reporting, and the ability to identify anomalies before they have a business impact.
    • Work closely with the IT Purchasing and Inventory Analyst to oversee and provide governance of IT purchasing, receiving, stock inventory and invoicing.
    • Develop and manage a quality assurance process for the Support Services team.
    • Oversee the documentation process and repository to for an effective knowledgebase.
    • Work with senior program directors and develop a working relationship that ensures open communications and issue escalation.
    • Develop and maintain desktop hardware and software inventory and standards.
    • Interview, hire, and onboard new Support staff.
    • Responsible for the training and professional development of each Support Services staff
    • Pay close attention to quality of services, KPIs, and customer service satisfaction with a focus on operational excellence.
    • Communicate often with business leadership and stakeholders.
    • Assist the Director of IT with budgeting.
    • Ensure compliance with standards, departmental and corporate policies, licensing, PCI, and HIPAA.
    • Manage relationships with third-party vendors and service providers.
    Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities

    The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor's legal duty to furnish information. 41 CFR c)
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