Manager - Technical Support

Requisition #: 59002
Job Title: Manager - Technical Support
Country: United States
State: Iowa
City: W. Des Moines
Employment Status: Full Time

Job Responsibilities:
(Description)

At ADP we are driven by your success. We engage your unique talents and perspectives. We welcome your ideas on how to do things differently and better. In your efforts to achieve, learn and grow, we support you all the way. If success motivates you, you belong at ADP.

Technology at ADP. It's the foundation of the products and services that have made us a world-wide leader in workforce solutions. With us, you can combine technical skills and business acumen, to effectively consult as well as solve technical challenges. You have the opportunity to train on leading-edge technologies that continually redefine what's possible in our industry.

Manages the daily activities of the Technical Support Department and ensures appropriate support is provided in a timely and accurate manner. Evaluates the department's workload to ensure the most efficient distribution of responsibilities. Establishes clear defined department and individual goals and objectives. Communicates these to associates through department meetings and performance planning. Participates in the decision making process within the region concerning troubleshooting, installations and the maintenance of systems. Maintains current knowledge on all technical issues and features by attending classes and reading related materials. Determines department training requirements and ensures timely and effective training schedules to enhance the skill base of the department.

RESPONSIBILITIES

Manages the daily activities of the regional Technical Support Department (system support of hardware/software, operating systems, application software, Internet products, system design) and ensures appropriate support is provided in a timely and accurate manner.
Performs troubleshooting and diagnostic evaluations to determine solutions and alternatives.
Analyzes end user needs and recommends and implements both systems and processes to enhance service levels and increase operating efficiencies. Administers the installation and maintenance of existing software and equipment in accordance with established procedures and requirements. Ensures that all operating systems and applications are upgraded, configured and maintained.
Evaluates the department's workload to ensure the most efficient distribution of responsibilities. Provides direction to associates regarding individual assignments and high priority projects. Ensures the delivery of the department's service level agreements.
Establishes clear defined department and individual goals and objectives.
Communicates these to associates through department meetings and performance planning.
Provides periodic performance feedback and conducts annual performance reviews on all associates.
Responsible for department hiring and terminations.
Participates in the decision making process within the region concerning troubleshooting, security administration, disaster recovery, installations and maintenance of systems.
Provides annual cost planning for maintaining existing systems and new system installations. Distributes appropriate documentation to the region as needed Maintains current knowledge on all technical issues and features by attending classes and reading related materials.
Determines department training requirements and ensure timely and effective training schedules, both formal and on the job, to enhance the skill base of the department.

Qualifications Required:
(Experience, Skills, Academic)

Education:
Bachelor's Degree in Computer Science or technical training equivalent required or equivalent education and experience. MCP, MCSE or equivalent certification preferred.
6+ years experience in a Technical Support Specialist III or LAN Administrator III role with experience dealing with hardware, software and all ADP applications or equivalent experience.
Minimum of 2 years experience in a leadership role. Extensive knowledge of all operating systems (NT, Novell, Oracle, SQL, Unix), data communications (Ethernet and Token Ring), Java and ASP, Word, Excel, Access,
Must have expert knowledge of web-based systems and protocols (TCP/IP, IPX)
Knowledge of the "Clarify" system preferred.
Excellent verbal and written communication skills and project management skills.
Train all levels of associates on technical issues and/or system usage/design essential.

All Locations: United States, W. Des Moines, IA
Job Category: Technology
Area of Interest: Field Service