Manager I - Information Technology

Carpenter Technology Corporation•Reading, PA

About The Position

Manages the activities and personnel associated with the design, development, implementation, and support of short-term and medium-term Information Technology solutions. Identifies opportunities where IT solutions can help meet department, location, or functional goals and objectives through IT technology and systems. Aligns direction with IT Department Strategy and Standards or recommends changes as appropriate. Provides leadership for development of specific systems, system upgrades, and system support. Provides input to IT strategy, standards, guidelines, processes, and procedures in areas of expertise. Scope of responsibility significant but limited to a subset of functional systems. Demonstrates ownership and single point of accountability for a technology, technologies, or functional systems deemed in scope. Perform all other duties and special projects as assigned.

Requirements

Four-year college degree required.
6 or more years of Information Technology experience required.
0-2 years of experience in a management role required.
Knowledge of full software lifecycle management.
Knowledge of disciplined problem-solving methods.
Knowledge of positive employee relations practices.

Responsibilities

Work extensively with Carpenter’s ITSM system to provide management reporting, analyze trends and improve operational processes.
Leverage AI technologies to improve service delivery.
Adhere to ITIL best practices.
Directs the activities and personnel associated with the design, development, implementation, and support of short-term and long-term Information Technology solutions.
Provides leadership for development of IT strategy, standards, guidelines, processes, and procedures.
Ensures that delivery and support of new technology products meet the needs of the business.
Review and Provide summary of key performance indicators for the previous 6 months for Infrastructure Services.
Where KPIs do not exist, work with IT Infrastructure leads and vendors to create and measure performance.
Manage Service Desk services to meet and exceed the targets defined in the Service Level Agreement (SLA) as defined by the Service Desk and Level 2 Vendor SOW’s as well as identifying any updated to or new SLA’s.
Provide leadership to fulfill operational responsibilities and deliverables of Services for Service Desk and Level 2 Support.
Oversight of Knowledge Management function.
Analyze reports to identify trends and opportunities for process improvement and training.
Working with Service Desk Team Management, provide performance management of vendor resources on Service Desk team.
Working with Level 2 Support Team, provide performance Review and input of resources
Provide interface with Vendor leadership for delivery of services.