Systems Support Manager

Accomplishes Information Systems Departmental objectives by managing the Systems Administrator and Support Staff.

Duties and Responsibilities :

• Maintains System Admin staff by selecting, orienting, and training employees and developing personal growth paths.


• Communicates job expectations; planning, monitoring, and appraising job performance; coaching, counseling, and disciplining employees; developing, coordinating, and enforcing systems, procedures, and productivity standards.


• Participates in developing and achieving strategic goals by providing pertinent business, service, and operations information; identifying and evaluating options; choosing a course of action; defining objectives; evaluating outcomes.


• Manages financial objectives by forecasting requirements; assisting with the preparation of the annual budget; scheduling expenditures; analyzing variances; initiating corrective actions.


• Maintains quality service by enforcing quality and customer service standards; analyzing and resolving quality and customer service problems; identifying trends; recommending system improvements; assume accountability for complex issues by providing advanced support through all channels until full resolution is achieved.


• Maintains professional and technical knowledge by attending educational trainingworkshops; establishing personal networks; benchmarking state-of-the-art practices; participating in professional organizations.


• Manages system upgrade projects; maintains proper documentation in accordance with the bank's project lifecycle, documentation standards, and change management procedures.


• Collaborates with IT Solutions Architect Team to transition Administrative support as required.


• Complete other tasks and duties as assigned.

Education:

Requires a four-year college degree or equivalent. Certification from a leading IT provider, such as CompTIA Project + or PMI's PMP; preferred.

Experience:

Ten plus years general experience and two to five years of specialized experience with application support management.