IS Manager-Support

Job Summary:

Are you a passionate people leader with in-depth knowledge and a proven track record of leading support teams to deliver first class resolutions which delight their customers?

Are you also a strategic thinker who can recommend process improvement and drive strategic initiatives?

Do you want to join the global leader in talent and staffing solutions, where our employees come first?

Do you thrive in a fast-paced and innovative environment, and love to learn new things?

The IS Manager for Support Services is responsible for planning, leading, organizing, and motivating the Support teams within the Connected and Onboarding Experience Programs to achieve a high level of performance and quality in delivering exceptional business value to users.

This role is responsible for managing several Support Teams in a high visibility enterprise program (Connected and Onboarding Experience), using various methods in a fast-paced environment that crosses multiple business divisions and operating companies globally.

Responsibilities

Essential Functions:



* Lead the Team to deliver the strategic roadmap, as defined by the Delivery Manager, providing input and improvements against strategic initiatives.


* Act as an escalation point for critical production issues ensuring appropriately timed communications, ensure the team provides updates and resolution within the appropriate service level agreement’s, and handle major incidents


* Investigate root causes, implement corrective measures, document actions taken, and provide one-page overviews of defects.


* Identify inefficiencies and experiment with new ideas to bring transparency, visibility, and promote accountability across the organization


* The motivated leader is team-oriented, collaborative in nature, and passionate about leadership.

Leads the team by example cultivating innovation.

Responsible for hiring, coaching, and development, motivating, mentoring, retention, employee satisfaction, and performance management.


* Responsible for planning, leading, organizing, and motivating the teams to achieve a high level of performance and quality in line with software development standards.


* Monitoring and managing team capacity.


* Establish trusted and collaborative working relationships with external business partners, technology providers, and vendors.

Effectively manage budgets and vendor relationships for all areas of responsibility.

Monitor and manage the performance and quality of vendor deliveries.

Supervisory or Management Responsibility:


* Act as Coach-Leader, coaching others in their development as leaders, catalyzing the growth of people’s capacity to embrace greater complexity, and focus on helping others formulate their development agenda.


* Assist in team development while holding teams accountable for their commitments, removing roadblocks to their work; leveraging organizational resources to improve capacity for feature work;...