JOB DESCRIPTION

TITLE: Manager, IT (Service Desk) FLSA STATUS: Exempt

REPORTS TO: Director, IT

SUMMARY:

This is a managerial/technical position responsible for the overall management of the Desktop/Service Desk Information Technology function. Responsible for project design and development programming, and maintenance or modification programming based on the business principles. Responsible for providing technical leadership, identifying business process requiring change through automation, and generating technology options that supports the business principles.

RESPONSIBILITIES AND DUTIES:

Under general supervision is responsible for the following major tasks:

• Supervision of IT Analyst - Desktop Support
• Manage and supervise on-site, and remote, Site Infrastructure Support staff.
• Design, test, and deploy updated system images.
• Utilize ServiceNow to maintain team SLA goals on Incidents and Request
• Oversight and Maintenance of Summit Polymers Production systems.
• Provide stable systems with high up-time
• Provide guidance on future desktop hardware strategy.
• Ensure Active Directory is accurate.
• Ensure that preventive maintenance and patching actions are completed timely.
• Update core systems periodically to ensure up to date tools are used
• Design solutions to business needs using existing corporate tools
• Maintain data security of Summit's systems
• Ensure password protection protocols are in place
• Audit security procedures periodically
• Keep up to date with emerging security threats and trends.
• Manage support service activities
• Ensure ITSS requests are responded to on a timely basis
• Configure and provide equipment to users as needed with complete setups.
• Ability to load and configure various Engineering applications.
• Assist in user training and presentations
• Create and maintain plans for all major systems projects
• Manager 3rd party resources as necessary
• Develop timelines for project completion
• Monitor and report project status and ensuring that target dates are met
• Ensure that procedural documentation is created and maintained
• Provide direction and vision for application development, network infrastructure, Windows Servers, all systems and prioritizing tasks.
• Other duties as assigned.

REQUIRED KNOWLEDGE, SKILLS AND ABILITIES:

Bachelors Degree and a minimum of eight years experience in programming business applications and administration, or equivalent experience. Expansive skill sets and can readily design, write, and create systems/reports to meet user's needs. In-depth knowledge of NT network, DNS, MS Exchange, and various PC applications, such as Microsoft Office, and utilities interfacing information between system. Possess the ability to gather and analyze information and make decisions from a limited number of choices as demonstrated by a minimum score of 50 on the Wonderlic Select Assessment (Traditional score of 26 on the Cognitive portion). Agreement to completed all post-hire required training.