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Job title

IT Operations Service Desk Manager

Company ACS Inc
Wage between $0.00 - $0.00 Annually
Location United States, Texas, Austin
Employment type Full Time
Education Bachelor
Year Experience 1 - 2 Years of Practical Experience
Travel About 25%
Published on 11/2/2009
Description
Affiliated Computer Services, Inc. (ACS) is expertise in action™. We are a FORTUNE 500 company with 74,000 employees worldwide supporting client operations reaching more than 100 countries. We provide business process outsourcing and information technology solutions to world-class commercial and government clients. Our employees operate with integrity, and are flexible, reliable and responsive.
Job Description
High energy individual with proven technical service delivery and customer management skills desired as a strategic addition to a highly dynamic team supporting state and local government electronic payment and benefit contracts for ACS customers. Specifically will be charged with leadership of our solutions support service desk and ITIL service improvement initiatives driving overall performance in the meeting and exceeding of our service commitments to our customers.
Key elements:
  • First point of contact for service issues and active ownership of all client issues
  • Production operations, production processing and applications monitoring
  • Incident, Problem, Notification, Escalation and Crisis Management
  • Service Level Management
  • Availability Management
  • Active Ownership of all client issues
    Primary Responsibilities:
  • Support the fulfillment of the company vision for prompt and professional client services through coordination, delivery and leadership of day to day service requirements, implementations and ongoing support and monitoring
  • Oversees the delivery of day to day 24x7 service management desk of engineers including receipt, prioritization, documentation and resolution of information systems, products and services issues and requests.
  • Support includes a cross section of traditional IT Operations functions: Operations (systems monitoring), Production Control (receipt of files, processing, execution of report delivery), Technical Support Desk (responding to calls, emails, alarms), Service Desk Management (incident, problem, notification, escalation management, etc..)
  • Act as a change agent driving enterprise process and operating standards development and implementations while maturing the organizational capabilities and culture
  • Develop and implement strategies to achieve agreed upon technology service levels
  • Manage the setup and delivery of supporting technology and processes that monitor, respond to incidents and alarms, report and overall ensure the proactive support of our systems ensuring customer services are met.
  • Work with service delivery managers, clients and business unit to manage priorities and expectations
  • Build effective processes and procedures for successful transitions from implementation to ongoing client delivery
  • Act as a subject matter expert regarding provided services
  • Champion quality and integrate team efforts through status meetings, communications, project management and building depth of experience across teams
  • Develops and administers schedules and performance requirements.
    Typical activities ensuring the delivery of service and value:
  • Problem and resolution management, driving/owning trouble tickets and data requests for assigned areas
  • Taking ownership and driving client issues through recovery and ultimately root cause resolution.
  • Incident and Problem management catalyst - Owner
  • Service metrics management
  • Assist in governance, compliance and regulation items affecting stakeholders and ACS
  • Leadership and support across matrix support teams including Tier 1/2/3 teams, merchants and processors driving solutions to customer service issues/requirements
  • Ensuring service objectives met and driving continuous improvement.
  • Daily, weekly and monthly reporting, including; status reports, service metrics, root cause analysis, workload analysis, etc?
  • Participates with other leaders to establish strategic plans and objectives.
  • Makes final decisions on administrative or operational matters and ensures operations' effective achievement of objectives.
  • Works on issues of divers scope where analysis of situation or data requires evaluation of a variety of factors, including an understanding of current business trends.
  • Acts as an advisor to subordinates to meet schedules and/or resolve technical problems.
    Required Qualifications
  • Management experience with level 2/3 service desk and support teams with engineering and development staff within a large scale, mature Fortune 100 company
  • ITIL certification with real hands on experience developing, implementing and executing of core processes
  • Execution experience with implementing, maturing and using enterprise level tools for the purposes defined above – Tivoli, HP OpenView, etc..
  • Experience in high availability, high transaction processing environment
  • Ability to support business during non-standard business hours
    Preferred Qualifications
  • Service management and technical leadership roles preferred
  • PMP certification or formal project management training
  • State and Local government service and implementation management
    Education Required
  • Bachelors Degree in Business Administration, Computer Science or related discipline, or equivalent work experience.
  • 10+ years progressively responsible experience in Customer Service Leadership positions including a minimum of 6 years management.

    ACS is an Equal Opportunity Employer and does not Discriminate against any applicant on the basis of race, color, religion/creed, national origin, gender, or sex, marital status, age, disability, use of a guide dog or service animal, sexual orientation, military/veteran status, or any other status protected by Federal or State law or local ordinance. People with disabilities who need a reasonable accommodation to apply or compete for employment with ACS may request such accommodations by calling or by sending an e-mail to accommodations@acs-.df-tc

    Experience/Skills
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