Sr. Manager, Systems Support
ASH Companies - San Diego, CA

This job posting is no longer available on ASH Companies. Find similar jobs: Senior Manager jobs - ASH Companies jobs

This position is responsible for managing systems support which provides internal technical customer service for all company locations.

· Manages systems support technicians including: training, coaching, scheduling, and performance reviews.

· Ensures end-user hardware, software, and other components are selected, configured, tested, and deployed in accordance with departmental standards.

· Develops, manages, measures and reports on key service-level metrics.

· Performs trend analyses, and develops action plans for improving service timeliness and reducing costs.

· Performs end-user satisfaction surveys, and develops action plans to address areas needing improvement.

· Leverage service desk best practices and process frameworks, such as the ITIL, to drive continual process improvement.

· Builds and maintains relationships with business management to ensure an understanding of end-user productivity goals.

· Maintains a knowledge repository to document and share information and procedures.

· Assists with preparing cost analyses, budget plans and proposals as needed.

· Oversees asset management and ensuring compliance with software license agreements.

· Stay abreast of industry trends and technology in service desk operations.

· Maintains a 24/7 service desk and is available for off-hour support when necessary.

Education/Training/Experience/Licenses

· Bachelor’s degree in business administration with emphasis in computer information systems or equivalent required.

· Minimum three years of experience managing IT support, preferably for multiple locations.

· ITIL certification preferred.

· Availability of automobile for on the job use, proof of insurance and good DMV driving record.

Knowledge/Skills/Abilities:

· Strong knowledge of IT service desk tools and best practices.

· Proven troubleshooting skills.

· Strong knowledge Microsoft Windows desktops in a networked environment.

· Self-motivated professional able to work in a fast-paced and constantly changing environment.

· Strong communication and reporting skills.

· Ability to relate goals of IT support to business goals.

· Demonstrated ability to interact in a positive, respectful manner and establish and maintain cooperative working relationships.

· Ability to display excellent customer service to meet the needs and expectations of both internal and external customers.

· Excellent listening and interpersonal communication skills to identify critical core competencies based on success factors and organizational environment.

· Ability to effectively organize, prioritize, multi-task and manage time.

· Demonstrated accuracy and productivity in a changing environment with constant interruptions.

· Demonstrated ability to analyze information, problems, issues, situations and procedures to develop effective solutions.

· Ability to exercise strict confidentiality in all matters.

Mobility: Primarily sedentary, able to sit for long periods of time. Ability to travel within the facility. Occasional travel to out of state facilities.

Physical Requirements: Ability to speak, see and hear other personnel and/or objects. Ability to communicate both in oral and written form. Ability to travel within the facility. Capable of using a telephone and computer keyboard. Ability to lift up to 10 lbs.

Environmental Conditions: Usual office setting.

ASH Companies - 13 months ago - save job - block
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