[jsfg_cinti] Job Posting: IT Customer Service Manager

The following job opportunity has been posted to the JSFG E-mail Mailing Li=
st.

Date: 06/12/08
JobTitle: IT Customer Service Manager
JobClass: Information Systems
JobDescript: Description


The purpose of this position is to oversee, manage and advance the first le=
vel service and support of end-user service requests, including computing a=
nd network issues.  This position requires strong managerial skills to lead=
 and direct the IT Service Center and Desktop support team. The position is=
 responsible for providing 1st level information technology support to all =
Comair business units both at the General offices and remote locations; the=
re must be a deep commitment to end-user satisfaction and experience in dri=
ving process improvement.  Process improvement needs to focus on the core I=
TIL processes of incident, problem, change, and configuration management.  =
Must work with the business to conduct trend analysis and continuously impr=
ove IT service via reducing incidents and introducing innovation to improve=
 business operation.  This position drives standards and all service delive=
ry functions for the desktop. =20

=20

=20

1.        Manage the support staff and ensure that end users are receiving =
the appropriate assistance.=20

-  Work with business units on establishing, maintaining and tracking Servi=
ce Level Agreements (SLAs) necessary for the support of ongoing business=20
-  Develop, manage, measure and report on key service-level metrics, includ=
ing average response time, first contact resolution rate, mean time to repa=
ir, cost per call, call avoidance and end user productivity.=20
-  Build relationships with all IT functions to ensure that IT-delivered se=
rvices and end user productivity goals are understood and exceeded; advance=
 the use of a knowledge repository to share information among all levels of=
 IT service and support.=20
-  Assure all documentation is continuously updated  by IT functions to fac=
ilitate effective incident management.=20
-  Build relationships across critical Comair business functions to assure =
continuous improvement of service; perform end user satisfaction surveys an=
d develop action plans to address areas needing improvements.=20
-  Promote self service tools and the knowledge repository as mechanisms to=
 improve end-user satisfaction and reduce cost.=20
-  Perform trend analyses, and develop action plans for improving service t=
imeliness and effectiveness while reducing cost.=20
-  Establish a team environment for problem resolution when systems are dow=
n.
=20
2.     Establish and manage service provider relationships including techno=
logy outsourcing solutions for support.=20

3.    Facilitate continual process improvements for IT Customer Services.=
=20

-  Lead and be an active member of the change, problem and configuration ma=
nagement improvement teams responsible for increased call avoidance, improv=
ed asset use and decreased end user downtime. =20
-  Leverage service desk and desktop management best practices and processe=
s frameworks, such as the Information Technology Infrastructure Library (IT=
IL) to drive continual improvement=20
-  Own responsibility for knowledge and management of IT Service Level Agre=
ements.=20
-  Stay abreast of trends in service desk and desktop operations, managemen=
t, technologies, sourcing, policies, procedures and other external changes =
that could have an impact on service delivery.
=20
4.    Manage the 24/7 service desk staff and desktop support team, includin=
g selection, staff development, motivation, training, performance reviews, =
discipline and on-going coaching of reporting personnel ensuring activities=
 are performed within department and Comair policy.=20

-  Train, develop and coach, counsel, assign duties and work schedules, and=
 supervise the day-to-day workflow for reporting personnel.  Evaluate job p=
erformance and review performance appraisal with personnel.  Initiate or re=
commend necessary counseling, disciplinary actions, termination and commend=
atory actions.=20
-  Delegate and check daily assignments. Prioritize and delegate tasks and =
projects within the department. Schedule appropriate coverage.=20
-  Determine and document the qualifications and competence of department p=
ersonnel.  Plan and engage in development activities for reporting personne=
l.=20
-  Determine and recommend appropriate number of qualified personnel.  Inte=
rview applicants and coordinate with Human Resources to make offer for new =
reporting personnel.=20
Provide new hires with orientation to the department and corporate policies=
 and procedures.=20
-  Create work planning procedures and tracking for all assignments.=20
-  Measure Development work to support business objectives.
=20
5.    Prepare cost analyses, annual operational budget, capital budget and =
resource plans for all areas of IT Customer Service.  Track, manage and aut=
horize budget expenditures.  =20

6.   Perform other duties as assigned.=20

=20



Location: Cincinnati, OH
Requirements_Qualif: Requirements


=20

Special knowledge in a particular field which is normally acquired through =
two years of college, vocational or technical school training resulting in =
an Associate's Degree or equivalent in a technology related field required.=
 =20
Prefer Bachelor=EF=BF=BDs Degree. =20
Minimum of 3 years of experience managing an IT service and support functio=
n in a medium to large enterprise.  =20
Knowledge of IT service desk tools and best practices required. =20
Strong leadership experience with a customer service focus required. =20
Ability to manage technical support people; excellent customer service skil=
ls required. =20
Effective verbal and written communication skills required; proven troubles=
hooting skills required.  ITIL certification preferred.  =20
Ability to manage technical support people and measure through trend analys=
is on problem areas required. =20
Excellent customer service skills required. =20

WorkType: Full-time Regular
Travel: No
PositionState: Existing
SalaryRange: $$Dep upon exp=20
HowApply_Email: Yes
Company: Comair Airlines
Person_Requesting_Profiles: Bralynda Watkins
Contact_StreetAddress: 77 Comair Blvd
Contact_City: Erlanger
Contact_State: KY
Contact_ZipCode: 41018
Contact_WorkPhone: 859-767-2550
Contact_FAX: 859-997-0555
email: bwatkins@xxxxxxxxxx
Industry: Aviation/IT
Comments:=20




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