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Reference Number:
08-02776
Job Description:
Manager Relationship Management
Position Purpose
The Manager Relationship Management is responsible for managing the organization resources and activities associated with providing support to site organizations for office automation, end-user computing projects, consultations, tool development, and training which meets or exceeds customer expectations and requirements.
The Manager User Support is tasked with compliance with all IT Service Management (ITSM) policies and procedures as implemented by the enterprise.
Problems and Challenges
The challenge for the Manager User Support is to meet and hopefully exceed service levels for end-user support, training, and consulting development and maintain customer satisfaction while utilizing limited resources.
Essential Position Functions
Principal Accountabilities
1. Manages the user support group activities to insure support to site organizations is provided in a timely and courteous manner to effectuate complete customer satisfaction.
2. Provides for the process definition, management and improvement of office automation and end-user computing products and utilization at all sites and groups.
3. Identifies, responds to, and initiates resolutions to site organizations problems and concerns in regard to office automation, end-user computing and training.
4. Coordinates and assists in the purchase, installation, and implementation of personal computer hardware and software according to department standards and procedures at site organizations as required.
5. Analyzes the training needs of personal computer users, develops classroom curriculum, and provides quality individual and group training programs designed to insure maximum utilization of PC equipment.
6. Directs, motivates, delegates, and empowers staff in the successful performance of their tasks and responsibilities while encouraging innovation.
7. Maintains current technical expertise in the rapidly changing technology of microcomputers and utilizes state-of-the-art techniques when implementing personal computing solutions.
8. Investigates, evaluates and recommends state-of-the-art technology as it relates to office automation and end-user computing in the attainment of business goals and objectives.
9. Provides consulting support to site organizations in regard to office automation, end-user computing projects and training programs.
10. Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.
11. Fulfills departmental requirements in terms of providing work coverage and administrative notification during periods of personnel absence.
12. Performs all responsibilities within the guidelines of enterprise policies and directives at or above the enterprise?s performance and evaluation standards.
13. Trains, supervises, assigns projects to, evaluates, and is responsible for hiring/termination of staff to maintain optimum performance of job duties.
Authority
· Direct the user support staff.
· Advise site organization on issues relating to office automation and end-user computing.
· Establish product, direction, and platform standards for office automation and end-user computing.
· Identify potential problems before they occur and implement solutions.
· Review workload and staffing requirements, make recommendations regarding employment, promotions, salary adjustments, and termination.
· Perform employee counseling and work performance evaluations.
· Participate in the development and implementation of processes that improve efficiency and enhance productivity.
· Schedule and prioritize work to accommodate IT and customer needs while minimizing impact on current projects.
· Contribute to the training and development of IT personnel in direct support of IT delivery of services.
Contacts
Within the IT organization, extensive contact is required with all site software and telecommunications organizations in providing support and consulting services in the execution of position responsibilities and attainment of business goals and objectives. Within the enterprise, contact is required with IT customer base to insure customer satisfaction regarding office automation and end-user computing. Outside the enterprise, regular contact is required with technology suppliers during evaluation of state-of-the-art hardware, software, and services.
Please respond to Mark Gorham at mgorham@tcml.com and refer to Job # 08-02776
Experience Level:
5+ Years
Requirements:
Position Requirements
· BS or BA degree in computer science, mathematics or business administration or related field; or equivalent experience recommended
· 5 years experience with office automation and end-user computing with 2 years in a management role desired
· Knowledge at the expert level of current techniques and hardware capabilities of a large scale database data communications and telecommunications environment
· Ability to plan and control projects
· Ability to understand and clearly relate to other members of the organization, technical manuals, software specifications, hardware principals of operations, and general methods of systems software operations
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