User's Services Manager
Fortegra Financial Corporation - Jacksonville, FL

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Job ID: USM001

The User's Services Manager will be responsible for overseeing the AS400 & Help Desk team. He/she will manage and monitor day to day operations including assigning work, managing expectations, ensuring SLAs are met and supervision of 6 associates.
This position will report to the Manager of Network Operations. The successful candidate will need to be focused on quality, capable of developing and motivating a team of people and be able to convert ideas into action. 
Primary Job Functions
iSeries Management
System performance and application evaluation
Acquisitions and Deployment
Disaster Recovery iSeries
Security and compliance
Manage staff in all aspects of daily operations on an IBM iSeries system including: iSeries hardware upgrades (planning, install and budgeting), iSeries software upgrades (OS/400 upgrades, PTF's, Server Firmware, third party software and service pack installs), manage iSeries servers running multiple partitions, and administer all aspects of iTera's High Availability 5.0 product.
Perform system tuning and capacity planning utilizing performance tools.
Research and plan purchase of a new hardware and software solutions.
Manage and audit all FTP access to server including setup, coordination and PGP encryption.
Perform all functions as Security Officer including system access, audits and reporting.
Manage and setup nightly job schedules, month end processes and automation of report generation, data base updates, and email/pager system message notification.
Create CL programs and advanced queries to assist all departments of company.
Develop web access and customized pages using iSeries access for the web.
Configure and implement integrated xSeries server on Production iSeries.
Manage disaster recovery planning and perform annual recovery tests at recovery site.
Create and revise all operational policies and procedures. Administer all aspects of audit compliance as they relate to the iSeries platform. This includes accomplishing and maintaining PCI compliance, SAS70 compliance and other department of insurance requirements.
Provide change control authority on all program changes as they affect iSeries operations.
Help Desk Management
Manage 300 user technical help desk servicing both internal and external
Manage desktop support personnel in support of a 300 user community.
Assign, schedule and monitor Help Desk requests. Schedule and coordinate after hours' technical assistance coverage.
Address escalated help desk support issues.
Work closely with IT management on top priorities related to the Help
Vendor Management - Mobile Devices, West IP, IBM iSeries
Generate incremental Help Desk metrics reports to quantify Help Desk
performance. Develop metrics and templates to evaluate technical support issue response times.
Develop training framework and programs for employee development.
Assist in preparation of department budgets and business plans for
purchasing new system, hardware and other IT supplies.
Create and document repeatable processes for the Help Desk. Develop, document and coordinate Service Level Agreements for the Help Desk.
Provide metrics and reports as requested by business units, internal audit and security and compliance manager.
Develop and maintain policies and procedures as they pertain to help desk functions and operations.
Education and Skill Requirements
• Bachelor's degree or equivalent experience
• 5 - 7 years of successful management experience with 5 - 7 years of iSeries experience
• MCTS, IBM Certified Operator
Ability to analyze, organize and present metrics data in Excel and PowerPoint. Advanced experience with Microsoft Office 2003/2007/2010.
Excellent customer service skills with proven commitment and a strong desire to achieve goals.
Self-starter attitude and capable of adapting to change.
Excellent problem solving skills, written and verbal communication
skills and follow up skills.
Ability to work independently on projects and in a team environment.
Experience with ManageEngine Service Desk and Microsoft 365 preferred.

Employment Type:
Full time position with Benefits.

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