Service Center Manager

Job Description
Pay Range:
$102,240 to $127,800 per year.
PURPOSE OF POSITION:
To plan, organize, manage, monitor, improve and control all activities associated with the Foster Farms 24X7 Help Desk, customer computing platforms, Foster Farms remote site computing services and audio/visual systems support. Successfully meet IT customer requirements through the effective planning and managing of all customer computing platforms and technology, response to and resolution of issues related to business systems and customer computing technology utilized across all Foster Farms’ sites. Provide timely, accurate issue resolutions and/or support for all IT customers through the Help Desk, remote IT engineers and 3rd party resources.
ESSENTIAL JOB FUNCTIONS:
Core Department Functions:
Manage the activities relative to the following functions/departments:
Customer Computing Support:
Coordinate the timely, efficient and effective support activities for all Foster Farms’ end user computing platforms. Manage the software licensing of all desktop applications. Manage the continuous replacement/refreshing of end user computing technology.
Help Desk:
Direct the timely, efficient and effective support of all Foster Farms’ computing customers. Provide resolution to customer’s reported issues either within the Help Desk or through escalation of the issue to internal of external IT resources. Ensure that all phases of help desk support are coordinated monitored, logged, tracked, resolved and reported appropriately
Remote IT Engineer support:
Direct the efficient and effective execution of activities of IT and 3rd party Engineers in remote facilities, both daily support and project-associated activities. This includes remote support for all IT functions (e.G. LAN, WAN, desktop, computing platforms and efforts required by Business Systems).
Develop all relevant policies for each of the above areas and monitor compliance with these policies. Develop and continuously improve the service levels of the above areas, balancing cost and service level.
Human Resources Management:
Manage (plans, directs and measures) the work assignments of the Service Center and Customer Computing support staff. Develop staff development and career plans and provide appropriate development opportunities for the assigned staff. Serve as a role model, mentor and coach for assigned team. Build teamwork and commitment to IT Department goals and values. Initiate personnel actions to hire, promote or terminate assigned staff members. Evaluate and recommend organizational structure changes to improve the service level, efficiency and effectiveness of assigned functions.
Planning and Organizing:
Manage the planning, execution and support of the assigned functions. Ensure plans are in accordance with overall corporate strategic plans. Evaluate, design and implement cost effective solutions, ensuring that solutions are evaluated from a long-term perspective. Coordinate capacity planning activities for all assigned areas and take action as needed, building future needs into expense/capital budgets. Ensure plans are understandable and actionable by Sr. Management. Ensure detailed task plans are consistently developed and utilized for all projects and develop and implement other project controls as necessary to insure their accurate and timely completion.
Communications:
Communicate effectively and frequently with Business Management, IT management, peers, subordinates and clients. Develop and make effective presentations to IT and Business Management regarding topics in the assigned functions. Consult with IT staff and user organizations regarding the most effective use of tools, products and services of assigned functions. Function as the Issue Resolution Manager on issues requiring coordination amongst various business and IT groups. Proactively and fully communicate status of issues in business, rather than IT terms.
Leadership:
Participate as a member of the IT management staff in developing organizational tactics. Present a positive, optimistic and upbeat image even when directing activities or implementing decisions that are not popular with IT or client staffs. Maintain an in-depth awareness of current and emerging technology trends regarding assigned functions. Provide management coaching to assigned staff. Function in a leadership capacity in regard to assigned functions and IT as a whole. Responsible for managing IT service center analysts, temporary resources and 3rd party support resources.
Financial:
Assist in the development of annual capital and expense budgets for assigned functions. Monitor all ongoing expenses for the assigned functions. Assist in the development of monthly expense analyses, budget vs. actual forecasts and capital expenditure analyses. Ensure that all assigned functions/departments and projects are correctly budgeted and that actual costs are equal to or less than the established budgets.
Additional Functions:
Special projects as assigned by the IT management team