Mgr, IT Enterprise Service Mgmt

Position Title

Mgr, IT Enterprise Service Mgmt

Des Moines, IA, United States

Oversees personal computer/printer support activity for the company. Provides the primary customer interface for reporting and correcting problems related to the software and hardware supported by the information technology department. Responsibilities include providing software and hardware technical support to business partners, coordinating the requests for hardware and software, providing training of end users and overseeing all aspects of vendor relationships and agreements.

Responsible for selecting, coaching, and developing employees and management of employee salaries. Implements and supports company programs and policies.

• Responsible for all management activities of the desktop support staff. Conducts annual performance management assessments; works with business partners to seek resolution of problems. Responsible for selecting, coaching, managing and developing employees and managing compensation. (50%)
• Develop and/or implement business objectives, strategies, and plans and oversee daily work functions and set priorities. Implement and support company safety and security programs and policies. (20%)
• Develop project plans, provide direction and coordinate project activities associated with the installation, evaluation, implementation, and maintenance of operating system software and hardware. Coordinate PC/laptop rollout and network printer rollout for technology obsolescence; perform analysis and projects PC resource requirements including personnel, software, equipment, and facilities. (10-20%)
• Assist in troubleshooting and repair of computer systems and peripheral equipment located throughout the organization. (10-20%)
• Perform other management activities, including employee safety, Union negotiations, administration of group expenses and reporting the work performed within the group. (5-10%)
• Perform any additional responsibilities as requested or assigned. (5-10%)

• Bachelor's degree in computer science, information technology, or related field (or equivalent work experience). Typically four years of additional related, progressive work experience are needed for candidates without a bachelor's degree. A minimum of two years of directly related technical experience is required.
• Seven years of experience in the IT field, including technical support of IT systems and one year in a technical leadership role.
• Minimum of three years of experience in people management.
• Knowledge of information technology terms, equipment, systems, functions and major vendors.
• Experience in evaluating employee job performance.
• Knowledge of employee bargaining units.
• Effective oral and written communication skills, including presentation skills.
• Effective interpersonal skills and customer relationship skills.
• Effective analytical, problem-solving and decision-making skills.
• Ability to prioritize and handle multiple tasks and projects concurrently; project management skills.
• Ability to travel to company locations as required.
• Employees must be able to perform the essential functions of the position, with or without an accommodation.

All qualified applicants will receive consideration for employment without regard to race, color, religion or religious creed, age, national origin, ancestry, citizenship status (except as required by law), gender (including gender identity and expression), sex (including pregnancy), sexual orientation, genetic information, physical or mental disability, veteran or military status, familial or parental status, marital status or any other category protected by applicable local, state or U.S. federal law.