Manager, Technology Success

Manager, Technology Success

Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 700 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.

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.

Essential Duties/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…