Manager, End User Support

Colorado Springs, CO, USA Req #1384
Wednesday, June 22, 2022
Headquartered in Colorado Springs, Colorado, Focus on the Family has nearly 600 employees who work to achieve the mission of enriching the lives of families, engaging the culture, advocating for life and spreading the Gospel of Jesus Christ. The work is meaningful, the culture is rewarding, and the purpose is eternal.

The Manager, End User Support position exists to ensure the effective delivery of ITIL Service Desk and Incident Management processes within agreed upon customer satisfaction ratings and required performance levels, fostering a culture of excellence in customer service.
 

Essential Duties/Responsibilities:
 

Manages and schedules all Tier 1 (Service Desk) and Tier two (Desktop Support) technicians, collectively known as End User Support, to maintain an acceptable level of service 24x7
 

Develops End User Support teams to ensure compliance and create a consistent positive customer experience, increased customer satisfaction, and meet agreed upon service performance levels
 

Ensures that all End User Support teams are trained, proficient, and comply with the IT department’s standard ITIL Service Desk and Incident Management processes
 

Governs the service desk processes to ensure compliance to standard processes and procedures
 

Ensures the continuous development of Service Desk staff to equip and enable each service advisor to support their co-workers in a competent, professional, and service-centric manner
 

Ensures the disposition, monitoring, tracking, and reporting of incidents and related service metrics. Ensures that generated reports provide the required information for the CIO and Executive Director, Technology Success to make management decisions
 

Ensures service/support knowledge is created, recorded, classified, published, and leveraged
 

Ensures that processes and information used by the Service Desk are kept current to ensure optimal operational effectiveness
 

Communicates to the Executive Director, Technology Success and respective IT line of service owners identified trends of Ministry Area incidents / service requests and resolution statistics
 

Is accountable for running awareness programs and campaigns to publicize the Service Desk and the services it provides
 

Is accountable for reviewing escalation processes, contacts, and stakeholders for notification regularly with IT line of service owners to ensure currency and accuracy
 

Is responsible for managing the End User Support team’s deployment, maintenance and refresh of the Ministry’s laptops, and desktops
 

Is accountable for maintaining End User Support technology to allow for compliance with performance and reporting requirements
 

Is responsible for the creation and maintenance of metrics to evaluate trends for performance evaluation
 

Is responsible for developing, providing, and maintaining the training program for the End User Support teams
 

Reviews the performance of all End User Support technicians, and corrects behavior, when necessary, to ensure a consistent level of performance
 

Reviews and approves all employment actions; selects, develops, motivates, supervises, and evaluates immediate staff
 

Stays abreast of latest developments in the field, through research and study
 

Works with outside consultants and vendors as appropriate
 

Ensures the use of procedures for Incident Management, Problem Management, Service Level Management, Capacity Management, Availability Management, Change Management and Configuration Management for the Service Desk team
 

Other Duties/Responsibilities:
 

Upholds strict confidence concerning exposure to any form of communication (purposefully or accidentally) during job duties, including, but not limited to,

electronic, verbal, printed, sticky notes, etc.
 

Works or responds to requests outside of the confines of job description and regular work hours
 

Performs other duties as assigned
 

Managerial Breadth/Scope of Job:
 

Manages a team of 4 to 10 staff
 

Is responsible for staffing, discipline, employee evaluations, and performance plans
 

Working Environment/Physical Requirements:
 

Office environment
 

Work outside of normal business house may be required
 

This role may require occasional travel including nights and weekends
 

JOB QUALIFICATIONS/REQUIREMENTS

Character/Spiritual:
 

Exemplifies Ephesians 5:1-2, “Therefore be imitators of God as dear children and walk in love, as Christ also has loved us and given Himself for us...”


Pursues the Great Commission given by Jesus Christ in Matthew 28:19-20, “Go therefore and make disciples of all the nations, baptizing them in the name of the Father and of the Son and of the Holy Spirit, teaching them to observe all things that I have commanded you; and lo, I am with you always, even to the end of the age.”


Is a consistent witness for Jesus Christ; maintains a courteous, Christ-like attitude in dealing with people within and outside of Focus; adheres to the Standard of Moral Conduct and Statement of Faith; upholds Focus on the Family's ministry in prayer


Prays personally for Focus on the Family’s staff and constituents and may occasionally lead in a public prayer


Engages in Christian ministry


Demonstrates behaviors aligned with FOF core values
 

Personal Characteristics:
 

Maintains a high degree of integrity and ethical behavior in all business activities and decisions: lives with integrity derived from biblical values and demonstrates standards of conduct that meet or exceed company or legal requirements

Self-motivated; demonstrates the ability to get the job done
 

Diplomatic; articulate; decisive; approachable; flexible; concern for long-term effectiveness
 

Knowledge/Experience:
 

Bachelor's Degree in Computer Science, Management Information Systems, Business Administration, or related field; or equivalent management experience

5+ years of experience in IT including 1-3 years at a management level
 

ITIL Foundation Level Certificate; Practitioner Preferred
 

Skills, Abilities, and Special Talents/Gifts:
 

Proven history of improving and streamlining processes
 

Considerable management skills to successfully perform the strategy planning, directing, reporting, and administrative responsibilities of this position
 

A comprehensive knowledge of general direction of the IT industry and technology (products, services, and trends)
 

Adequate technical knowledge to work with staff members and explain the work in non technical terms to management, internal and external customers
 

Interpersonal skills to deal with IT staff working under tight deadlines
 

Demonstrated excellence in building relationships with internal Business/IT customers
 

Experience in quickly and effectively adjusting priorities and goals in changing circumstances
 

Task and resource management experience
 

Ability to communicate effectively, both verbal and written, from staff to Executive levels
 

Good organizational skills
 

Ability to resolve conflicts, disagreements, and misunderstandings
 

Ability to encourage and motivate personnel
 

Recognizes situations that call for deployment of resources; ability to align resources with business goals and objectives
 

Understands the resources (people, programs, technical expertise, etc.) available to support operations to maximize customer satisfaction and overall business performance

Ability to establish a learning environment and philosophy that facilitates successful outcomes through employee involvement, commitment to quality, and continuous improvement activities

 


Salary Range:
 $81,120 to $94,120\yr.


Focus on the Family puts a high value on our team members and offers a unique benefit package.


Employees scheduled for 30 hours or more per week are eligible for:
 

Medical Plan
Dental Plan
Life Insurance
Disability Insurance
Flexible Spending Accounts


Employees scheduled for 20 hours or more per week are eligible for:
 

Legal Shield/ID Shield
AFLAC
Retirement Plan
Vacation Time
Sick Time
Holidays
Service Awards

Note: This is a summary and should not be construed as future promises to continue to provide benefits as outlined above. For complete and definitive language, refer to the governing plan documents.

*Temporary employees are not eligible for benefits.  

Helping Families Thrive! Focus on the Family is a 501c3 Christian Non-Profit Ministry.

Other details

  • Pay Type Salary
Location on Google Maps
  • Colorado Springs, CO, USA