IT Manager II, Client Services

GENERAL PURPOSE:

Responsible for evaluation, selection and implementation of Client Service solutions to address current and future business needs. Responsible for managing and coordinating deployment projects, end-user services, and production support related activities. A highly visible role directly interfacing with IT executives.

ESSENTIAL FUNCTIONS:

• Defines, develops and maintains strategic and tactical plans, negotiates projects, services and contracts with hardware partners, service providers and consulting firms. Participates in strategic planning and annual budgeting process. Provide technology consultancy for infrastructure planning. Manager of a "portfolio" of work.

• With business or IT partner support, manages competing demands through negotiation and compromise to ensure that the holistic needs of the organization are met. Brings knowledge of industry best practices and applies that information in discussing solutions that may address those needs. Provides visibility to existing technology standards and practices across infrastructure portfolios.

• Manages a cohesive team of highly trained professionals, external experts and key vendors. Leads their efforts in the support of existing solutions, processes, services and/or in the execution of new projects, ensuring that:

o Detailed project plans are created, including the entire systems development life cycle (SDLC), and associated project budgets

o Requirements are defined accurately

o Solutions/infrastructure are designed, purchased and deployed that meet the defined requirements, and that execute efficiently

o Test plans and training plans are designed and executed successfully

o All required support and user documentation is created accurately

o Projects are completed on time and under budget and that anticipated business outcomes are achieved.

o Existing solutions and/or services are supported by:

Defining and prioritizing problems and enhancement requests

Overseeing related client service activities (whether they be internal or external)

Ensuring the hardware/software/infrastructure related fixes and/or enhancements are planned and tested successfully and that implementation of these changes in production meets a defined success threshold

Ensuring all documentation is created and updated accurately

Ensuring all support activities are executed on time and under budget

Ensure that system or service availability meets agreed upon service level agreements

• Performs analysis activities at the strategic, operational, and organizational level; working with key partners in the continual improvement of IT processes within the company. Takes a leadership role in exploring and analyzing new services, infrastructure functions and technologies.

COMPETENCIES:

• Conflict Management

• Customer Focus

• Motivating Others

• Organizing

• Written Communications

• Strategic Agility

• Dealing with Ambiguity

• Problem Solving

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

• Bachelor Degree in Computer Science preferred; or at least 5 to 7 years of experience supporting client services, processes, and capabilities in a large distributed corporate environment

• Strong technical working knowledge and hands-on experience with PC and mobile devices, mid-tier hardware, and operating systems; including knowledge of networks, and network concepts of a large geographically dispersed support organization

• A solid understanding of industry best practices in IT; specific demonstrated experience mapping client service processes and comparing those processes to industry best practices

• Demonstrated project management experience

• Demonstrated ability to manage staff remotely

• Demonstrated ability to anticipate and handle complex issues, drive negotiations of solutions and to resolve conflicts

• Demonstrated ability to execute basic financial analysis, such as ROI and TCO

• Technically competent; able to supervise IT infrastructure leads, administrators, consultants and external vendor resources

• Undergraduate degree in information systems, computer science, a related technical discipline or equivalent industry experience

• Professional Characteristics/Motivators:

- Motivated by the desire to make a difference in the business, to work with a highly talented set of peers, and to work on challenging projects

- A high sense of responsibility – to our customers, our business partners, our colleagues, and to the quality and timeliness of one's own work; a willingness to "do what it takes" to support our company's systems – sometimes during non-standard work hours

- Outstanding verbal and written communication skills; outstanding listening skills

- Build consensus around recommendations, gain alignment across all stakeholders

- A professional presence

- Outstanding work ethic; exhibits a "sense of urgency" relative to resolving issues

- Team oriented, while able to work independently; self-motivated

- Customer focused

- The discipline and capability to learn new skills

- Highly organized and detail oriented

PREFERRED QUALIFICATIONS:

• Working experience managing desktop and mobility IT infrastructure and environmental infrastructure

• Working experience managing IT hardware/software/infrastructure problem determination, break-fix and service delivery

• Experience with the Microsoft Office Suite, Microsoft Project and Visio

• Experience with key technologies such as servers, storage/SAN, WAN/LAN

• Travel may be required

PHYSICAL REQUIREMENTS/ADA:

Job requires ability to work in an office environment, primarily on a computer

Requires sitting, standing, lifting up to 25 pounds, walking, hearing, talking on the telephone, attending in-person meetings, typing, and working with paper/files, etc

Consistent timeliness and regular attendance

Vision requirements: Ability to see information in print and/or electronically

SUPERVISORY RESPONSIBILITIES:

IT Supervisor I

Technical Services Coordinator III

Technical Services Coordinator II

Technical Services Coordinator I

DISCLAIMER:

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management’s discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company’s overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.

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