End User Support Manager

Summary:Leads project teams and partners with other functional departments to identify business needs and create solutions for external clients and internal customers. Works with cross-departmental teams to ensure that project deadlines are met and output quality consistently meets or exceeds predetermined team and departmental goals. Accountable for the performance and results of a team within own discipline or function.Role & Responsibilities:  •        Responsible for managing and IT staff including but not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; administering salary; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. •        Adapts departmental plans and priorities to address resource and operational challenges. •        Interfaces with clients and/or internal departments to discover, examine, identify, quantify and qualify their business needs. •        Develops and implements project and conversion plans that deliver IT solutions. Prepares data and process models and performs quality reviews and testing. •        Promotes process improvement steps within team (tracks, sets measures, analyzes, and outlines implementation plans). •        Develops, implements, and maintains policies, procedures, and training materials. •        May manage vendors and contractors for products and services. •        Accountable for the performance and results of a team within own discipline or function. •        Responsible for understanding and complying with all policies, procedures, and regulations relating to job duties. •        Perform other duties as assigned by management. Qualification & Skills requirements: •        Six or more years of previous IT/related experience required. •        Two or more years of experience in a technical lead or supervisory capacity required. Knowledge, Skills, Abilities & Other Characteristics:  •        Proficient personal computer skills including Microsoft Office. •        Excellent interpersonal, written, and oral communication skills. •        Ability to prioritize and organize work in a multitasked environment. •        Ability to adapt to a flexible schedule. Ability to maintain the highest level of confidentiality. Position Scope: •        Supervisory/Management Responsibility: Supervises IT team(s) in one or more locations. •        Relationships: o  Internal – Executives, Sr. Management, Department Managers and Supervisors, Network End Users. o  External – Internet Service Providers, Vendors, Clients