Job Summary

Provide overall management of resources required to plan for, develop, deliver and support the information system services across the enterprise, including the management of 3 groups: network/server operations, Enterprise Production Support and Supportlink (helpdesk).

Responsibilities

• The effective leadership, motivation and mentoring of IT staff required to support them in delivering high quality IT services and support. Activities included in this would encompass performance management and evaluations, team building activities and personnel issue management.

• Develop, lead, and motivate a team of Application and Network Operations support professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization?s budget.

• Resolve architectural security challenges which require an intimate knowledge of mainstream technologies such as Microsoft, Cisco networking, and wireless technologies.

• Provide ongoing reporting and metrics based on a service level agreement agreed to by the business while ensuring service level compliance.

• Using information from the trouble ticket system as well as other resources, analyze statistics to recommend improvements in reliability and performance at all levels of technology. Provide weekly and monthly reports and analysis to IT and Business management.

Required Skills and Experience

• A minimum of 8-10 years directly related progressive experience with a variety of IT Infrastructure platforms, applications and technologies ? A minimum of 3-5 years of direct hands-on experience in managing or leading teams.
• Demonstrated commitment to promoting a Client Relationship culture - demonstrated commitment to supplying high level client Service and support
• Expert analytical and problem solving skills to define issues, assess feasibility and determine the best course of action given resource and other constraints
• Must have a good understanding of Technical Support relative to applications and infrastructure systems
• The applicant must have the ability to communicate effectively with non-technical associates and to present plans and ideas in front of a group.
• Good written and oral communication skills with sound problem resolution, judgment and decision making skills along with strong analytical and organizational skills a must

Academic / Educational requirements

• University Degree or related technical diploma