IT Manager | Collaboration Solutions Service & Support | Full Time

GENERAL SUMMARY/PRIMARY FUNCTION:

Currently supporting organization's internal and external web presence, M365 collaboration and communication tools including SPO, MS Teams and Forms as well as system communication applications that involve provider to provider, emergency management and customized SMS solutions. Understanding of cloud communication tools is a plus. Additionally, experience supporting Sitecore and other web platforms in Azure a plus.

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.