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Job Information
Job title

Incident Management Unit Manager

Company Georgia Technology Authority
Wage Not specified
Location United States, Georgia, Atlanta
Employment type Full Time
Education Not Specified
Year Experience 4 - 5 Years of Practical Experience
Travel None
Published on 3/22/2007
Description
GTA has a challenging opportunity for an Incident Management Unit Manager in the IT Infrastructure Services.

GTA has a challenging opportunity for an Incident Management Unit Manager in the IT Infrastructure Services.

If hired, you will provide case logging and escalation, basic technical assistance, and knowledge base administration as part of a 24/7 support organization. You will also work closely with Tier 2 and Tier 3 support engineers, customer help desk personnel, and related groups to improve the availability of GTAs systems.

The shift for this position is:

Monday-Thursday, 8 p.m.-6:30 a.m.

Major responsibilities:

Works with other departmental teams to identify and maintain customer satisfaction goals for strategic customer targets
Develops and manages to support metric targets, taking necessary actions for any gaps in performance
Looks for process improvement and process definition opportunities and leads others in adhering to existing processes and contributing to their improvement
Develops and manages a team of support professionals, and helps resolve complex system problems
Performs continuing analysis of support volumes to anticipate adequate staffing levels and staff training needs
Resolves or assigns critical customer issues as required
Participates in the planning process of major improvements to existing support processes.
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Experience/Skills
Required Personal Characteristics

Strong communication and interpersonal relationship skills
High integrity and honesty
Positive attitude and high levels of personal commitment
Analytical
Ability to produce results through teamwork
Exceptional customer focus
Minimum Qualifications:

Bachelors degree from an accredited four year college or university in information technology or related field, or equivalent work experience
Four years of IT experience
One year of experience in leading or managing teams
Preferred Qualifications:

Two years experience working in a remote support organization
Two years management experience in an Enterprise Helpdesk organization
An understanding of network architecture and devices such as routers, switches, firewalls, and load balancers
Conflict resolution and negotiation skills
ITIL Foundations Certified


Other desired skills:
Required Personal Characteristics

Strong communication and interpersonal relationship skills
High integrity and honesty
Positive attitude and high levels of personal commitment
Analytical
Ability to produce results through teamwork
This job has expired.