Manager, Technology Success

Focus on the Family•Colorado Springs, CO

1d•$86,650 - $101,478•Onsite

About The Position

The Manager, Technology Success position exists to ensure that the Ministry is equipped with the appropriate functioning technology to support the mission. Technology Success owns the user-focused hardware and the support of all devices and manages the key SaaS applications which deliver value to the end users. This position is accountable for the effective delivery of ITIL Service Desk and Incident Management processes within agreed upon customer satisfaction ratings and required performance levels, fostering a culture of excellence in customer service.

Requirements

Bachelor's Degree in Computer Science, Management Information Systems, Business Administration, or related field; or equivalent management experience
5+ years of experience in IT, including 3+ years managing employees and teams in a technology environment
ITIL Foundation Level Certificate; Practitioner Preferred
3+ years of experience implementing, managing, and executing IT leading practices such as ITIL
Experience administering and managing enterprise SaaS applications, including licensing, integration, adoption, and vendor management
Systems lifecycle management experience
Proven history of improving and streamlining processes
Considerable management skills to successfully perform the strategy planning, directing, reporting, and administrative responsibilities of this position
A comprehensive knowledge of general direction of the IT industry and technology (products, services, and trends)
Adequate technical knowledge to work with staff members and explain the work in non-technical terms to management, internal and external customers
Interpersonal skills to deal with IT staff working under tight deadlines
Demonstrated excellence in building relationships with internal Business/IT customers
Experience in quickly and effectively adjusting priorities and goals in changing circumstances
Task and resource management experience
Ability to communicate effectively, both verbal and written, from staff to Executive levels
Good organizational skills
Ability to resolve conflicts, disagreements, and misunderstandings
Ability to encourage and motivate personnel
Recognizes situations that call for deployment of resources; ability to align resources with business goals and objectives
Understands the resources (people, programs, technical expertise, etc.) available to support operations to maximize customer satisfaction and overall business performance
Ability to establish a learning environment and philosophy that facilitates successful outcomes through employee involvement, commitment to quality, and continuous improvement activities
Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”
Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”
Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer
Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer
Engages in Christian ministry
Demonstrates behaviors aligned with FOF core values
Maintains a high degree of integrity and ethical behavior in all business activities and decisions: lives with integrity derived from biblical values and demonstrates standards of conduct that meet or exceed company or legal requirements
Self-motivated; demonstrates the ability to get the job done
Diplomatic; articulate; decisive; approachable; flexible; concern for long-term effectiveness

Nice To Haves

ITIL Practitioner Preferred

Responsibilities

Understands the organization’s core IT competencies and the value they bring to business processes and ministry efforts and initiatives. Determines long-term enterprise-wide information needs and develops overall strategy for systems and services development and hardware acquisition and integration
Owns the lifecycle of the Ministry’s end user technology portfolio, including standards, evaluation, selection, procurement, deployment, refresh, and secure disposal of all user-facing devices
Owns the administration, adoption, integration, and lifecycle management of the key SaaS applications that deliver value to end users, partnering with business owners to maximize realized value and control license spend
Partners with the EVP and business leadership to establish Service Level Objectives/Expectations for the services provided by Technology Success and ensures that the targeted service levels are consistently met or exceeded
Compares and contrasts methodologies across IT, searching for best practices to instill where needed
Supports the EVP in the development of enterprise technology architecture and standards, technology evaluation, and IT governance as they relate to end user technology and the assigned SaaS application portfolio
Partners with the EVP as an advocate for information security, compliance, and business continuance (including systems and services Disaster Recovery Planning) best practices across the end user technology estate
Acts as a catalyst for change in defining and implementing the necessary processes, metrics, and best practices needed to ensure excellent operational technical support of ministry goals
Develops and instills a culture of quality and persistently leads and oversees continuous improvement programs within Technology Success
Works with the EVP to establish and maintain a service and operational structure that enables process effectiveness and efficiency to achieve IT performance goals
Impacts the culture through tactical use of FOCUSed
Directs the management and scheduling of all Tier 1 (Service Desk) and Tier 2 (Desktop Support) technicians, collectively known as End User Support, to maintain an acceptable level of service 24x7
Develops End User Support teams to ensure compliance and create a consistent positive customer experience, increased customer satisfaction, and meet agreed upon service performance levels
Ensures that all End User Support teams are trained, proficient, and comply with the IT department’s standard ITIL Service Desk and Incident Management processes
Utilizes industry best practices and expertise, mentors, develops and guides staff and managers within Technology Success toward successful implementation of departmental goals, including successful implementation of industry best practice frameworks, processes, and policies
Ensures effective management and execution of Technology Success projects and the end user technology components of enterprise and IT initiated projects. Assigns resources appropriately, and coordinates delivery to address risks, dependencies, and priorities
Governs the service desk processes to ensure compliance with standard processes and procedures
Ensures the continuous development of Service Desk staff to equip and enable each service advisor to support their co-workers in a competent, professional, and service-centric manner
Ensures the disposition, monitoring, tracking, and reporting of incidents and related service metrics. Ensures that generated reports provide the required information for the EVP, Information Technology and executive leadership to make management decisions
Ensures service/support knowledge is created, recorded, classified, published, and leveraged
Ensures that processes and information used by the Service Desk are kept current to ensure optimal operational effectiveness
Communicates to the EVP, Information Technology and respective IT line of service owners identified trends of Ministry Area incidents / service requests and resolution statistics
Is accountable for running awareness programs and campaigns to publicize the Service Desk and the services it provides
Is accountable for reviewing escalation processes, contacts, and stakeholders for notification regularly with IT line of service owners to ensure currency and accuracy
Is responsible for managing the End User Support team’s deployment, maintenance and refresh of the Ministry’s laptops, desktops, mobile devices, peripherals, and conference room technology
Is accountable for maintaining End User Support technology to allow for compliance with performance and reporting requirements
Is responsible for the creation and maintenance of metrics to evaluate trends for performance evaluation
Is responsible for developing, providing, and maintaining the training program for the End User Support teams.
Reviews and approves all employment actions; selects, develops, motivates, supervises, and evaluates immediate staff
Works with outside consultants and vendors as appropriate; owns vendor and partner relationships for end user technology and the assigned SaaS applications, including licensing, renewals, and contract performance
Ensures the use of procedures for Incident Management, Problem Management, Service Level Management, Capacity Management, Availability Management, Change Management and Configuration Management for the Service Desk team
Upholds strict confidence concerning exposure to any form of communication (purposefully or accidentally) during job duties, including, but not limited to,electronic, verbal, printed, sticky notes, etc.
Works or responds to requests outside of the confines of job description and regular work hours
Performs other duties as assigned