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IT Customer Support Services Manager

Employer
The Federal Reserve System
Location
Minneapolis
Salary
Competitive

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Industry
Office and Administration
Role
IT
Job Type
Long-Term
Hours
Full Time
Are you looking for a position that utilizes your technical and leadership experience and allows you to work with state-of-the-art technology? Come join the Federal Reserve Bank of Minneapolis (Bank) where your contributions as Customer Support and Services (CSS) Manager truly make a difference. The CSS Manager is responsible for the IT Customer Support and Service group. This group is responsible for all end user services provided by the Information Technology department. This includes hardware and software service and support for computers, mobile, telephony, video conference technologies and event support.This position is responsible for: Directing and managing the activities of the CSS staff to maintain a high level of operational effectiveness in a variety of end user support functions, while ensuring longer-term projects and objectives are attained. Ensuring that staff training and development needs are met. Initiating and supervising feasibility studies on new or improved technologies. Leading proactive organizational change that promotes agility and adaptability to support changing technologies and customer needs. Maintaining and supporting desktop workstations and mobile devices. Maintaining and supporting audio visual and video conferencing technology. Maintaining and supporting telephony technology. Evaluating hardware and software for present and future needs of the organization. Recommending necessary changes or new technologies. Troubleshooting and coordinating the resolution of, or direct staff in the resolution of, complex technology problems or issues. Participating on Bank and Federal Reserve System workgroups and initiatives as a resource and adviser related to end user support matters, services and solutions Qualifications: Bachelor's degree with coursework in business administration, computer science, management information systems or a related field; or equivalent combination of education and experience. Minimum 8 years of broad technical experience in one or more phases of information technology and management information systems, to include technical project management, leadership, supervisory and/or management experience. Demonstrated experience managing information technology support and/or help desk functions. Familiarity with information technology management concepts and methodologies, structured analysis, and business process re-engineering. Excellent customer service skills and ability to communicate technical issues both orally and in writing. Strong problem-solving, analytical and collaboration skills. Strong oral, written and interpersonal communication skills. Preferred: Technical knowledge of client services technologies and products to include workstations and mobile devices hardware and software, and video conferencing solutions. Troubleshooting skills and a working knowledge of current information technologies. Familiarity with the ITIL framework and industry standard products such as Microsoft Windows, BMC Remedy, ServiceNow and CA Clarity. Proficiency with MS Office products. Technical project management experience, Microsoft, ITIL or other relevant certifications.

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