Manager, Technology Customer Services
Bi-State DevelopmentAbout the role
Manager, Technology Customer Services
Full-time employment opportunity with a dynamic and multi-faceted resource for economic development in the St. Louis region.
About Us
Since 1950, we have partnered with private and public organizations on hundreds of projects that have created thousands of jobs on both sides of the Mississippi River.
BSD operates with a focus on making a positive impact on the region and the nation, better connecting the Bi-State area to the rest of the world. We are impacting neighborhoods, large and small, in Illinois and in Missouri, with investments that are shaped by our unique perspective of the region and its potential.
Why Work Here
- Work for a company that strives to make a positive impact in the region
- Earn competitive salary
- Free access to 8 gyms at our facilities 24/7 with Personal Trainers available
- Discounted memberships with Club Fitness
- Wellness program that provides free health screenings
- Discounted cellular phone service
- Free MetroLink and MetroBus access
- Medical, Dental, Vision coverage effective on your 1st day
- 4 weeks earned PTO
- Your Birthday is a floating holiday
- Company sponsored 401(k plan
- Employee assistance program
- Eligible for federal Public Service Student Loan Forgiveness program
- Tuition reimbursement program
- Hybrid Position. Will be in the office 3 days a week, from home 2 days a week.
The Role
Manage the Information Technology staff and resources that respond to our internal customers questions and needs for computers, printers, phones, and accessories. This is a critical role in Information Technology focused on excellence in effective, efficient customer service. Our helpdesk and desktop teams support customers at all Bi-State facilities in the region. Additional responsibilities include supporting the Director of IT Infrastructure with special projects, planning for future technology, mentoring staff, and promoting improvements in our processes and procedures.Responsibilities
- Manage the helpdesk, desktop and administrative assistant staff by providing leadership, guidance, and mentorship. Set clear expectations, goals, and objectives for team members. This role will ensure that critical activities are prioritized, communicated, and executed appropriately throughout the Agency.
- Oversee the delivery of IT services related to desktop support and helpdesk operations. Ensure that service level agreements (SLAs) are met and that services are delivered efficiently and effectively. Monitor key performance indicators (KPIs) and metrics related to desktop support and helpdesk operations. Generate regular reports to track performance, identify trends, and communicate insights to stakeholders.
- Foster positive relationships with internal customers and stakeholders. Solicit feedback, address concerns, and strive to continuously improve the quality of IT services provided to end-users.
- Manage relationships with third-party vendors and service providers that support endpoint computing and helpdesk operations. Ensure that vendor services meet quality standards and contractual obligations.
- Work with individuals to promote growth through appropriate assignments, feedback, self-study, and training.
- Promote procedures, work, and technology approaches that ensure reliable/available technology and applications for Bi-State users and customers.
- Ensure compliance with IT security policies, procedures, and regulations. Implement measures to safeguard IT assets, data, and systems against security threats and vulnerabilities.
- Implement and enforce change management processes to effectively manage changes to endpoint environments, software configurations, and helpdesk procedures. Minimize disruptions and ensure smooth transitions.
- Part
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