ICS Manager

The Church of Jesus Christ of Latter-day Saints

  • Calgary, AB
  • Permanent
  • Full-time
  • 21 days ago
Job Category: IT - Information TechnologyJob Description:The ICS Support Manager is a people management position that provides information and communication services and leadership that enable the Church to hasten the Work. This position is responsible to coordinate all IT Operations and Support functions throughout the Area for which the area has primary responsibility. Coordinate and support the headquarter teams (e.g, field operations) as they support systems outside the scope of area support. This position ensures that established support processes are being followed, that ticket tracking systems and knowledge bases are being properly utilized and is the appropriate point of escalation for incidents and problems to which TSR's will go when the next level of assistance is required.Works closely with headquarters support groups, such as the GSC, Field Operations Team and other agencies, to ensure prompt and sustained attention towards the timely resolution of all area tickets and other joint support initiatives. The position will provide direct technical leadership and training to the Technical Support Representatives (TSR's) in the area and is responsible to provide reporting on key performance metrics of all support staff in the area. This position reports to the Area ICS Manager.This individual works with divine guidance to provide or support technology that furthers the mission of the Church and reflects the eternal impact of the gospel.Responsibilities:
  • Exercises superior judgment in how the support process is being applied by the support team to the entire spectrum of users across the Church in the Area.
  • Taking over and/or moving priorities as and when required
  • Providing escalation as and when necessary to maintain Service Level Agreements
  • Keeping leadership informed and updated on any deviation or likely interruption of service
  • Monitoring performance of support staff and compliance with process
  • Managing support staff
  • Providing input on staff meeting agenda items
  • Highlighting training needs and scheduling certifications
  • Planning for future training requirements on new products
  • Scheduling and coordinating events support
  • Communication with key IT contacts at headquarters
  • Work with and obtain support from Field Operations Team, FRAMS, Product Managers, etc., to assist in support understanding and problem resolution
  • Participate in personal training, conferences and seminars as required.
  • The employee must regularly manage the work of other employees (may include mixed workforce)
  • The employee is authorized, in partnership with HR, to hire or fire employees and recommends advancement, promotion or any other change of status of employees within their reporting line
Qualifications:Required:Education:
  • 4-year degree in a technical field such as computer science, electronics, or a related field or equivalent experience.
Work Experience:
  • 5 years of relevant managerial experience
  • 7 years supporting a wide range of PC hardware & software, local area networks, data and voice communication applications and a demonstrated understanding of related computer systems and office applications.
Demonstrated Skills & Abilities:
  • Requires superior interpersonal skills in dealing with customers at the highest levels of the Church
  • Good written communication skills
  • Ability to read, write, speak and understand English
  • This job operates in a professional office environment
  • To successfully perform the essential functions of the job there may be physical requirements which need to be met such as sitting for long periods of time and using computer monitors/equipment
Specific Degrees, Certifications, Licenses:
  • Specific standard industry certifications will be required as specified and available by the division management
Preferred
  • Business coursework

The Church of Jesus Christ of Latter-day Saints