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TSS OPERATIONS CENTER MANAGER
The Department of Information Systems (DIS) Operations Center Manager is responsible for managing the personnel, technical, and financial activities of a staff providing direct customer support and data processing product services including continuous coverage for hosted services and state-wide wired and wireless network assistance and call center services to DIS customers. This position is governed by state and federal laws and agency policy
Class Code:
D009C
Job Grade:
IT10
Special Job Requirements:
Frequent in-state travel is required.
Typical Functions:
Oversees daily operation of a large workgroup in the technical support of the DIS Data Center â€Â“ Operations and Production Scheduling teams, and the Help Desk – Call Center team.
Assists subordinate team leaders with directing personnel issues, including hiring, job descriptions, performance evaluations, time reporting, and training.
Reviews financial reports and assists division administrator with budgets, contracts, goals, and business objectives.
Interfaces with various employees at state agencies and institutions to discuss needs, and DIS service level issues.
Reviews division reports to identify trends, high impact issues or problem areas, and response and resolution times of customer issues.
Interfaces with vendors to ensure competitive pricing and quality products for use by area support teams and state agencies and institutions.
Performs other duties as assigned.
Knowledge, Abilities, and Skills:
Knowledge of business and management principles involved in strategic planning, resource
allocation, human resources, leadership techniques, and production methods.
Knowledge of trouble ticketing systems and technical support of automated telephone
systems.
Ability to read, comprehend, and assimilate technical and business related documents.
Ability to develop and maintain rapport with clients, vendors, peers, subordinates, and
supervisors.
Ability to communicate with peers, supervisors and customers in written and verbal form.
Ability to provide direction to a multi-function workforce.
Minimum Qualifications:
The formal education equivalent of a bachelor’s degree in computer science, mathematics, or a related field; plus five years of experience in information technology operations, including three years in a supervisory capacity.
Required Certificates:
Must possess a valid Arkansas driver’s license.
Exempt:
E
