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Manager Production Control and Service Desk


This is position spans two broad functional areas in the company's IT department. The first area of responsibility includes, but is not limited to, the ongoing maintenance of a Production Control environment supporting multiple applications across AIX, Linux, OS/400, and Windows operating systems. More specifically, this position would supervise and direct IT staff in the effort to further develop and maintain controls, policies, documentation, procedures, and software toolsets in support of improving the efficiency and effectiveness of the client's Production Control environment. In addition, this role would be responsible for the current Change Management process and the eventual migration to new systems and processes in support of this critical function. The second area of responsibility includes but is not limited to the management and improvement of the Client Services and Service Desk function. More specifically, this position is responsible for management and service delivery of company's outsourced Level 1 Support Desk and the in-house Level 2 team. In addition, this role is responsible for the management and deployment of the company's desktop, mobile telephony environments and the IT Service Management system.
o Direct 24x7 Computer Operations staff to maintain and improve the client's computer centers' processes. This includes but is not limited to insuring that 24x7 operations staff are effectively cross-trained and aware of all standard operating procedures, insure all computer equipment and environments are well maintained and all daily, monthly and annual procedures are followed to insure no interruption to the client's business or plant operations.
o Provide leadership of formal Change Management meetings and processes. Refine and maintain existing Change Management documentation, policy, and procedures. Work to instill 'best practice' approaches for Change Management / version control into the day to day Information Technology development life cycle.
o Work as a member of the team and assists in developing and refining the client's Disaster Recovery processes. In addition, continue to refine and "quarterback" problem escalation procedures when an outage occurs with potential business impact. Following the "event," isolates problem trends and insures that troubleshooting efforts are completed to determine root cause of the problem. Lead cross-functional teams to insure permanent solutions are identified and deployed.
o Direct technical team of Level 1 and Level 2 service desk support agents. Keen focus on assuring end-users are provided efficient and timely first and second level support on a 7x24 basis. Direct outsourced Level 1 provider to drive sustainable improvements in their service delivery and reduce support costs. Performs staff scheduling to ensure Service Desk coverage 24x7. Monitors problem management database and follows up with assigned personnel as required.
o Ensures that daily, weekly, and monthly metrics, status reports and graphical reports are completed and continually modified to meet the needs of the IT department. Managing these metrics are important for improvement of both the Production and Service Desk environments. Based on these metrics, insures that decisions made to improve the overall customer support delivery of the Service Desk are executed.
o Interfaces with users the client's technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of IT departmental personnel and customer service.
o Will be an "active" manager in the IT department. Holds regular team meetings and one-on-one meetings with staff where appropriate. Focused on employee training and development. Skilled at addressing employee or team performance issues should they arise.
o Demonstrated management and decision making skills concerning Information systems policies, processes and procedures, with a proved track record of completing tasks and/or project within budget and on schedule.
o Attends seminars and reads industry related publications to remain abreast of technology advances and aid in the IT technology strategic planning efforts.
QUALIFICATIONS
o Thorough understanding of service desk management, production control, quality assurance, version control, job scheduling and customer service.
o Ability to interact effectively with all levels of Information Technology professionals.
o Requires multi-tasking and organizational skills.
o This position requires a minimum of 5 years' experience in Production Control / Change Management and 7 years' experience in the management of a service desk environment.
o Oracle /JDE CNC and ServiceNow knowledge are a tremendous plus.
o Must possess excellent verbal and written communication skills, shown past leadership experience, and be process and procedure oriented.

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