Information Services Infrastructure Supervisor
PMA Companies

Job Info

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Provides leadership and front-line management of desktop infrastructure team to ensure timely and high quality delivery of desktop services and production support services to internal and external customers. Works closely with business stakeholders to define business needs and directs technical team in support of service levels that ensure the highest levels of availability and productivity for the user community.

Duties and Responsibilities

Staff Supervision/Project Oversight

• Motivates staff, communicates clear expectations, holds staff accountable to deadlines
• Manages staff in the day-to-day performance of their job and formally evaluates staff performance
• Provides coaching and constructive feedback and recognition when appropriate.
• Engages in career development discussions and recommends appropriate training needs to management.
• Plans, assigns, prioritizes and oversees the activities of professional and technical personnel involved in computer deployment and support including setup, installation, repairs, upgrades, migrations and troubleshooting.
• Maintains the necessary hardware and software inventories and oversees the administration of the applications supporting these functions.
• Analyzes desktop resource requirements and evaluates available vendors, products and services that will meet the organizational needs.
• Develops project charters, risk assessments, project plans, and evaluates project progress in relation to team's activities.
• Provides guidance in the development of project, operational and end user support documentation, inclusive of functional/technical requirements, test plans and implementation plans.
• Works closely with business stakeholders to continuously evaluate project risks, constraints, and change management activities.
• In conjunction with business stakeholders, prepares and presents project health reports to executive management steering committees.

Operational Efficiency

• Recognizes opportunities to improve process efficiencies and holds teams accountable for implementing them.
• Reviews and analyzes existing operational processes to ensure efficiency and effectiveness. Identifies gaps and follows through with recommendations for improvement.
• Develops, maintains and reports on Key Performance Indicators for desktop services. Presents to leadership team and reviews with desktop resources to identify trends, gaps and resource constraints impacting service level expectations.
• Ensures employees adhere to departmental (both existing and emerging) SDLC policies and procedures. Ensures satisfactory audit evidence is provided to auditors in a timely manner

Requirements:

• Demonstrated success leading projects involving cross-functional domains
• Minimum 5 yrs desktop service and production support experience
• Minimum 5 yrs experience managing an infrastructure desktop/production support team
• Minimum 5 yrs experience managing multiple/concurrent projects
• Post-secondary education in business or technical field
• Demonstrated interpersonal skills required to successfully work in a team environment and communicate effectively across a variety of stakeholder groups
• Effective verbal and written communication skills with a proven ability to communicate technical terms in business language and communicate across levels of the organization.
• Inquisitive in nature with a desire to gain a full understanding of business and technology operations as they relate to technology-related outcomes
• Demonstrated experience managing desktop service delivery for internal and external (outside of IS) clients
• Ability to handle multiple planned and unplanned efforts, roles and responsibilities
• Demonstrated skills and experience in conflict resolution, negotiation, and presentation
• Strong teamwork and interpersonal skills
• Proficiency with MS Office tools including MS Project
• Self-motivated and able to work with limited supervision
• Ability to effectively prioritize and assign work in order to meet deadlines
• A commitment to continuous learning and mentoring

Experience or knowledge in the following areas a plus:

• Desktop Virtualization
• ITIL training and/or experience

This job has expired.