Supervisor, IT Service Management

Supervisor, IT Service Management is the lead and the single point of contact for all IT service management (ITSM) for Gift of Hope. This position will champion and own the incident and request management process within the organization. This individual will work closely with the Manager of Infrastructure and Operations in delivering and encompassing end to end service level agreed upon service to the organization in fulfillment of our mission to save and enhance the lives of as many people as possible through organ and tissue donation.
The following essential functions are the basic job duties that an employee must be able to perform, with or without reasonable accommodation:
Support Gift of Hope's mission, vision, and values; adhere to its policies and procedures in carrying out the responsibilities of this position
Supervise assigned staff including selection, scheduling, work assignments, training and development, counseling, performance evaluation, recognition, promotion, disciplinary action, and termination
Working with Infrastructure and Operations Manager and team to create and maintain a business continuity and disaster recovery plan.
Supervise the team and/or consultants for acquiring, deployment, maintenance, support and full life cycle of end-user personal computers, mobile devices, hardware, software, operating systems, audio-visual systems, and distributed printers with any consumables and peripherals.
Owns the ITIL Service Operations role with incident management leading the ITSM team for 1st and 2nd level support.
Serve as part of on-call duty rotation, sharing 24/7 call with other ITS resource staff
Assist in the evaluation new technical developments and propose new end user products or services; suggest changes to existing products or services based on user need, relevance to long-range plans, and budgetary considerations
Be part of the Change Advisory Board for change management
Assists in providing end-user training in all Gift of Hope-standard software through in-house training, outside training, manuals, or on-screen tutorials
Assist in support of the Gift of Hope Infrastructure (Server and Network) as needed
Lead and insure that we have support to our end-user community 7 AM to 6 PM Monday through Friday.
Other duties as assigned
Education and Training Required
Minimum education and training required to perform the essential functions of the job:
Bachelor's degree in computer science, IT, engineering, mathematics, or related field, or equivalent work experience
Have ITIL Foundation certification or equivalent experience, and if not, be able acquire within 6 months of hire.
Experience and Skills Required/Preferred
Five years' work experience providing end-user hardware and software support
Two years' experience working in a mid-sized or large environment (200 + end points)
In Depth experience in the use and support Microsoft end-user technologies
Understand and Troubleshoot TCP/IP networking between devices
Experience in Microsoft Hyper-V virtualization and support of Windows Servers
Experience in deploying new hardware and software
Experience with Microsoft System Center Suite
Experience with ITSM systems like ServiceNow
Experience in ITIL processes involving change and incident management
Ability to communicate effectively with all levels of staff
Ability to lead, coach, and develop staff
Has experience in budgetary duties in a support team
Ability to lift and move 50 lbs.
Manual dexterity and visual acuity to diagnose and repair equipment problems
Ability to work outside normal business hours on nights and weekends
Ability to travel to other office locations to perform job functions
Ability to use company-provided mobile device and personal cell phone to be contacted outside regular business hours
Normal office environment
Work evenings and weekends
Work a rotating 24-hour call schedule for approximately 7 days in a 6-week period
Carry a mobile device and cell phone to be accessible outside regular working hours

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