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IT Services Operations Manager

Store Support (Corporate Office) | Mattoon, IL Corporate Office | Full Time

Job Description

Job Title:                              IT Service Operations Manager

Job Location:                       Store Support Center, Mattoon, IL

Reports to:                          Director of Information Technology

FLSA Status:                       Salaried Exempt

Exempt Classification:       Exempt

                                                                                                                                      

JOB SUMMARY

IT Service Operations Manager oversees and directs the day-to-day activities of Rural King’s IT Call Center and Desktop Services division’s. Creates plans and provides hands-on support during emergencies, outages, and service transitions. Provides guidance and leadership to the IT Call Center and Desktop Services division’s, and directly supports end users by handling escalations, resolving user issues, and monitoring the performance of business-critical systems to prevent delays and outages and quickly resolve ongoing issues.

 

JOB DUTIES AND ESSENTIAL FUNCTIONS

  • Accomplishes IT staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, polices, and procedures.
  • Lead our associates in a way that exemplifies the leadership principles taught in Thrive and reinforces Thrive skills with managers reporting to you
  • Responsible for owning the Samanage platform, directing on-going maintenance, configuration, implementation and upgrading of application to take advantage of new capabilities
  • Supervises the activities and personnel associated with providing technical services to customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, and networked systems.
  • Ensure that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
  • Create and manage escalation procedures and ensures service levels are maintained.
  • Document, track, and monitor problems to ensure resolution in a timely manner.
  • Develop information technology projects and provides strategic management and objectives for the department.
  • Selects, develops, and evaluates personnel to ensure the efficient operation of help desk functions.
  • Oversee development and dissemination of help sheets, usage guides, and FAQ lists for end users.
  • Oversee the development, implementation, and administration of help desk staff training procedures and policies.
  • Conduct effective resource planning to maximize the productivity of resources (people, technology etc.)
  • Collect and analyze call-center statistics (sales rates, costs, customer service metrics etc.)
  • Evaluate performance with key metrics (accuracy, call-waiting time etc.)
  • Ability to complete computer-based training

 

QUALIFICATIONS

  • Associate Degree or equivalent combination of education
  • Minimum of (5) years of related experience
  • Experience leading teams and establishing accountability
  • Ability to understand and ensure alignment with Rural King’s growth strategy
  • Excellent communication skills, both verbal and written
  • Ability to participate in our online applicant and new hire on-boarding process remotely
  • Ability to complete computer-based training

 SUPERVISORY RESPONSIBILITIES

  • Yes

 PHYSICAL REQUIREMENTS

  • Ability to communicate effectively to all audiences
  • Good visual acuity
  • Close vision for computer work
  • Repetitive wrist movements on keyboard
  • Ability to sit/stand/walk for long periods of time
  • Ability to walk up and down stairs multiple times per day


 Reasonable accommodations may be made to enable individuals with disabilities to perform essential job functions