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GENERAL SUMMARY OF POSITION:

Under the general direction of the Associate Chief Information Officer for Customer Service or designee, the Enterprise Support Manager is responsible for all aspects of Information Services Enterprise Support, including all staffing and projects. As a key member of the IT management team, the Enterprise Support Manager will actively participate in the development and implementation of the IT strategic plan and help facilitate the development of a highly functional team through professional development, management and mentoring.

The Enterprise Support Manager is a critical role in UMASS Medical School’s efforts to build a world class Information Technology organization. This position is an outstanding opportunity. We are seeking an innovative and critical thinker who thrives in an environment where their ideas and actions have an immediate and positive impact. You will be joining our Customer Services Team, helping to align efficient and customer focused solutions with cutting edge information services tools. You will work closely with key stakeholders within the medical school and implement the strategic plan to ensure enterprise wide best in class customer service.

MAJOR RESPONSIBILITIES:

• Responsible to hire, train, schedule, oversee, and evaluate staff performance
• Develop, establish, and institute operational policies for Enterprise Support
• Monitor and manage phone queue (participating in escalated calls as needed (participating in escalated calls as needed)
• Monitor incident trends and anticipate potential problems for proactive resolution
• Analyze performance of Enterprise Support activities and document resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Identify, evaluate, and recommend technologies for business and process improvement
• Develop documents, implement process enhancements, and implement process improvements
• Accountable for results in terms of costs and employees, maintaining annual budget
• Responsible for recruiting and retaining appropriately qualified staff
• Responsible keeping staffing levels consistent with industry standards for services provided to a broad community of customers.
• Responsible for recommending, developing, and implementing new or additional services as appropriate for the organization and customers
• Monitor projects to ensure completion on schedule and within budget
• Interact with other managers on matters requiring coordination across organizational lines
• Perform other duties as required.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Computer Science, Information Systems Management, or equivalent experience
• 5 years of experience in an Information Technology, preferably in an Enterprise Support area
• 3 years of progressive experience in the management of a technical support team
• Strong operational and functional knowledge of IT ticketing system
• Strong organizational, planning and prioritizing skills
• Strong analytical and problem solving skills
• Excellent written, oral, and interpersonal skills with a focus on listening and questioning skills
• Experience with team building, mentoring, and career path development
• Team oriented and skilled in working within a collaborative environment
• Ability to prioritize and execute tasks in a high pressure environment
• Must be flexible and able to adapt to quickly change priorities
• Ability to travel to off-site locations

PREFERRED QUALIFICATIONS:

• Demonstrated experience with ServiceNow