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| POSITION DESCRIPTION | BANKING & FINANCE INDUSTRIES OCTOBER 2008 |
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IT Support Manager |
| Position Code: | 200 | | Career Level: | 6 |
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Responsible for
Overall coordination and management of all aspects of IT Support to ensure service quality to end-users/clients is maintained at high levels. |
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Reports To
Senior Manager - IT Services/Infrastructure, IT Operations Manager. |
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Supervises
Helpdesk Manager, Desktop Support Manager, IT Training Manager. |
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Main Activities
Establishing service level agreements for IT support and implementing programs to achieve objectives.
Monitoring IT support performance against service level agreements and presenting associated performance reports to Senior Management.
Managing and coordinating IT support staff, including workload management, task allocation and professional development.
Establishing quality systems, policies and procedures to ensure seamless IT support is provided to all users.
Ensuring seamless communication/escalation procedures are established and maintained between Helpdesk, Desktop Support and Infrastructure employees.
Monitoring IT Support expenses and reporting any variances against budget to Senior Management.
Ensuring the necessary IT training and education services are provided to end users.
Participating in corporate change control procedures and methodologies.
Working in conjunction with project managers to coordinate the continual upgrading of IT systems
Maintaining an up to date knowledge of emerging technologies and their potential application to IT Support in the organisation.
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Key Skills
Strong experience in managing corporate IT Support at all levels.
Strong understanding of technical issue resolution workflow and systems.
Excellent communication skills, both written and verbal.
Ability to interact in a professional manner and build relationships with a broad range of people.
Absolute focus on service to users.
Excellent people management and leadership skills.
Ability to manage multiple staff and prioritise work
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Internal Contacts
User Groups, Applications Groups, Systems Specialists. |
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External Contacts
Suppliers/Vendors. |
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Typical Experience
At least 8-10 years of experience in IT Support, with several years of management experience, coupled with relevant tertiary qualifications. |
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