Ref ID: 00340-0011781042
Classification: Help Desk Manager
Manages application development, testing, support, and maintenance of Field and Corporate-facing applications. Engages with project delivery, project managers, and project sponsors in the business to understand, clarify, and document the objectives and success factors for technical solutions that support business-based project initiatives. Collaborates and consults with IT verticals, managers, and business owners as appropriate in providing support during the solution delivery and application support phases, managing enhancements and maintenance priorities and trade-offs as applicable. Provides technical guidance in ensuring optimal execution and implementation of maintenance and enhancement work with applications supported. Leverages existing technical standards to design solutions for projects. Provides updates, guidance, and recommendations related to technology solutions and related projects to supervisor and staff, impacted IT and Corp Services/Protiviti business teams, and IT Sr Management.
Partners with and obtains feedback from technical discipline owners and experts to maintain a clear understanding and awareness of current technical standards and direction; provides feedback on standards based on project experiences and user needs. Ensures team delivers infrastructure and workflow solutions to RHI standards of quality (response time, availability and user satisfaction) to field and back-office users globally. Manages, directly or through subordinate supervisors/leads, the coordination of the activities of a section or department with responsibility for results, including costs, methods and effective staffing (e.g., having the right people with the right skills in the right job). Manages the development and implementation of system designs and technical specifications. Architects complex solutions to project/production issues and relationships between systems; ensures that solutions are executed properly. Manages on-call support for production systems on a rotating schedule.
Responsible for personnel actions, including hiring, onboarding, firing, promotion, development, discipline, and employee compensation. Provides coaching, guidance, mentoring to direct reports and next level down where and when appropriate.
Establishes, leads, manages and develops an effective and collaborative team. Leads effective collaboration not only in immediate team but also with other IT verticals, dev team, and business Architects complex solutions to project/production issues and relationships between systems; ensures that solutions are executed properly. Partners to improve efficiencies and support quality deliverables. Monitors the collaborative process and makes adjustments as needed. Manages the development and implementation of system designs and technical specifications.