IT Support Shift Manager

The IT Support Shift Manager ensures a successful, best-in-class customer experience from start to finish. Assists the IT Service Desk Manager managing the Service Desk and Onsite Technicians teams in providing seamless, customer-centric, efficient IT Services to our business partners. Works closely with the Application Support team, Technical Services team, management, and vendors to gain resolution on issues unresolved by Customer Care. Provides operational assistance to IT Service Desk Manager by performing additional tasks related to the operation of all computing system equipment as required. All duties are to be performed within the guidelines of the Seneca Gaming Corporation’s policies and procedures, Internal Control Standards, and objectives.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES:
1.    Assist the IT Service Desk Manager in planning and assigning the schedules and activities of a staff of IT Support Technicians.
2.    Training, coaching, and mentoring the Service Desk staff, including career development
3.    Building and obtaining training material while building and maintaining a knowledge base
4.    Managing and coordinating urgent and complicated support issues
5.    Developing, maintaining, and reporting on KPI’s
6.    Providing data and to the IT Service Desk Manager that will feed into the Problem Management process, to reduce re-occurring incidents
7.    Be accountable for guaranteeing the proper level of service according to agreed-upon SLAs established with the business
8.    Assist the IT Service Desk Manager in enhancing the Service Desk ITSM ticketing tool to gain optimal efficiencies and promote self-service
9.    Reviewing survey feedback to improve services, tools, and support experiences
10.    Building strong relationships with customers internally and externally
11.    Defining and implementing processes and workflow improvements
12.    Assist with organizational communications and participate in the major incident response process
13.    Overseeing solutions repository and selecting tools required to ensure top quality service delivery
14.    Managing internal and external SLAs where appropriate to set expectations and measure performance
15.    Assist with defining a workable framework for managing and improving customer IT support in the organization, continual service improvement
16.    Ensuring that departmental business objectives are met while providing exceptional customer service
 

Competencies/Leadership Criteria
1.    Achieves Results - Sets a high standard of performance; leverages opportunities and overcomes obstacles; allocates resources appropriately, providing leadership and motivation; and consistently monitors progress. Holds ourselves and each other accountable for achieving results.
2.    Builds Talent - Accurately assesses individual strengths and areas of opportunity. Through coaching and candid constructive feedback, facilitates the growth of associates to reach their full potential. Inspires and rewards excellence in performance.
3.    Champions Change - Creates and shares innovative ideas and solutions; engages key stakeholders in change management and models flexibility and adaptability.
4.    Communication - Clearly conveys key messages, written and verbally. Recognizes when a miscommunication has occurred and acts to correct it. Holds crucial conversations, when required, professionally and productively.
5.    Delivers Customer Value - Fosters and demonstrates a focus on the customer and/or stakeholder value. Builds customer confidence, commits to increasing customer satisfaction, sets achievable customer expectations, assumes responsibility for solving customer problems, ensures commitments to customers are met, solicits opinions and ideas from customers, and responds timely to internal and external customers.
6.    Integrity and Ethics - Commits to being honest and having strong moral principles. Maintains confidentiality when required and upholds the company values.
 

QUALIFICATIONS/REQUIREMENTS:

Education/Experience:
1.    Minimum of a Bachelor’s degree (B.A.) from four-year college or university; or equivalent work experience
2.    Experience with ITIL Best Practices, ITIL Foundations Certification required
3.    Experience with Service Level Agreements (SLAs) and ticketing tracking systems
4.    Excellent service-driven customer-focused skills
5.    Experience with performance metric expectations through industry best practices
6.    Ability to foster a strong team environment and to provide leadership by projecting a positive attitude while creating learning opportunities.
7.    Strong drive for results, while retaining a focus on consistently delivering a great customer experience.
8.    Get-it-done mindset: not a