Manager-IT Customer Support

Primary Purpose JOB DESCRIPTION

Manages a team of support personnel who troubleshoot and resolve IT issues. Ensure the help desk staff uses the required tools and software to identify, document, track and resolve reported problems. Plan, prioritize, and schedule help desk activities to ensure maximum issue resolutions in minimum time. Develop and train help desk staff. Analyze help desk activities and develop tools and process improvements to optimize service and staff performance. May maintain help desk software and make recommendations for new systems. Typically reports to unit or department head. Manages subordinate staff in the day-to-day performance of their jobs. Ensures that project/department milestones/goals are met and adhering to approved budgets. Has full authority for personnel actions. Extensive knowledge of department processes. Typically requires more than ten (10) years’ experience of related support services experience.

Responsibilities Essential duties and responsibilities:

- Responsible for the production and development PCs and workstations.

- Assist in the oversight of active directory user security and group policy.

- Evaluate and manage technical support systems hardware and software and make recommendations regarding upgrades or changes.

- Assist the design and architecture of new services as required by the applications group and internal and external customers.

- Manage staff, including hiring, training, scheduling work assignments and conducting evaluations

- Strategic planning and execution

- Business Relationship Management

- Financial planning and budgeting

- Career development and pathing

- Vendor management

- Negotiate, write and report on internal and external service level agreements.

- Develop and implement effective project plans and ensure project milestones and cost objectives are met.

- Provide risk assessment. Implement and maintain system management and monitoring tools.

- Assess new technologies and prepare proposals.

- Develop security standards, procedures, and guidelines for multiple platforms.

- Monitor response times, evaluate user satisfaction levels and make recommendations for improvement.

- Manage process for communicating outage/emergency activities to the organization.

- Ensure the adherence to change control procedures.

- Work with the application team and software vendors to address related issues and application upgrade activities.

- Complete all applicable documentation and recordkeeping.

- Provide after-hours support for escalated issues.

- Provide support to project management and business development, as needed.

- Develop and follow all system change control procedures.

- Engage varied stakeholders with tact, courtesy and professionalism.

- Speak clearly in person and by telephone, using a high level of verbal skills and listen carefully.

- Maintain a regular, dependable attendance and a consistently high level of performance.

- Will work non-traditional hours as needed.

- Maintain a high regard for personal safety, for the safety of company assets and employees, and the general public.

- Other daily, weekly, monthly or special project duties as identified and defined.

- Other duties as assigned.

Education

QUALIFICATIONS

- Bachelor's degree from an accredited institution in Computer Science, Information Systems, Business Management or a related discipline. - A minimum of ten (10+) years of direct work experience in IT or a related discipline may be considered as a substitute for a degree.

Experience/Specific Knowledge

- 5+ years in an IT leadership role, preferably in a team environment with diverse applications.

- Experience managing a budget across a large portfolio of projects and application support.

- Experience managing a diverse vendor ecosystem.

- Advanced proficiency level in MS Office applications that may include but are not limited to Excel, Word, Access, PowerPoint, and Outlook.

- Experience in effectively communicating business and technical issues to both technical and non-technical audiences.

- Experience in working on multiple assignments during the same time frame juggling tasks based on relative priorities with supervision commensurate with grade level.

Certifications, Licenses & Registrations

- Must possess and maintain a valid driver’s license and a driving record satisfactory to the company and its insurers (for travel).

Competencies, Skills & Abilities

- Must be able to work with a team, take direction from senior management, adhere to required work schedules, focus attention to details, and follow work rules.

- Must be customer service oriented.

- Ability to perform with minimal supervision and in a team environment where the sharing of knowledge is highly regarded and expected.

- Good interpersonal skills with demonstrated ability to communicate systems requirements verbally and in writing.

- Must be able to perform all essential and marginal functions of the job.

- Ability to successfully perform multiple tasks with strict deadlines.

- Ability to organize and prioritize work.

Physical Demands

All of the physical requirements listed below are those that may be necessary for an employee to perform the essential functions of this job successfully. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

- The employee is regularly required to use hands to type, touch, handle, or feel. The employee is required to talk and hear. The employee is frequently required to stand and reach with hands and arms. The employee is occasionally required to walk and climb or balance. The employee must regularly lift and move up to 10 pounds and occasionally lift and move up to 25 pounds.

- Minimal safety hazards; general office working conditions.

Working Conditions

- Required to carry an activated cell phone and be available to respond during working and non-working hours.

- The successful candidate will be required to clear a drug screen, and a complete background check, including a credit report for certain positions after an offer, has been extended and before being employed.

- Occasional travel may be required.

Supervisory Responsibility

- Yes

PREFERRED EDUCATION, EXPERIENCE, CERTIFICATIONS, COMPETENCIES, SKILLS, & ABILITIES:

Above the minimum requirements; not required but advantageous in this position:

- Previous IT management experience in infrastructure operations, network operations, and customer support.

- Bachelor’s degree from an accredited institution in IT or a related discipline.

- A minimum of ten (10+) years of direct work experience in IT or a related discipline may be considered as a substitute for a degree

Compensation

- The annual salary range for this position will be $115,000-$157,600/yr.

Other Responsibilities

The above statements describe the general nature and level of work being performed. This position may perform other duties as assigned.

About Us

Tallgrass was named one of the 2023 Top Workplaces USA and highlighted in Colorado's Top Workplaces for the past seven consecutive years. Tallgrass is a leading energy infrastructure company focused on safely, reliably, and sustainably delivering the energy and services that power our nation and enable our quality of life.

At Tallgrass, we value our teams and strive to create an environment where employees feel respected, and their contributions are valued. We aim to support employees' physical, mental, and financial well-being through a comprehensive Total Rewards Program.

- Industry competitive pay

- Health insurance package options that include Flexible Spending & Health Savings Accounts

- Infertility Coverage

- Parental Leave

- 401(k) with up to a 6% match that vests immediately plus an employer discretionary contribution of up to 4%

- Wellness Programs and Mental Health Resources

- Employer-paid life insurance, short-term disability, and long-term disability coverage

- Critical Illness & Accident Insurance

- Vacation, sick days, paid caregiver leave, volunteer and bereavement paid time off

- Identity theft protection

- Annual discretionary bonus

- Generous Tuition Reimbursement Program

- Company-paid holidays and floating holidays

- Company vehicle (if applicable)

- Employee discounts; vehicles, tires, cellular plans, and more

- Networking and employee engagement events

- Personal development to grow your career with us based on your strengths and interests

Application Deadline:

Recruiting timelines vary by position; however, all Tallgrass positions accept applications for at least five business days from the posting date. This position is open and still accepting applications.

Compensation

: Compensation ranges are provided in good faith based on what we anticipate when researching wages for this position at the state and national levels. We may ultimately pay more or less than the posted range. This salary range may also be modified in the future.

Notice to External Search Firms

: Tallgrass does not accept unsolicited resumes from search firms or employment agencies. Unsolicited referrals and resumes are considered Tallgrass property; therefore, Tallgrass will not pay a fee for any placement resulting from the receipt of an unsolicited referral. Approved vendors may be invited to refer talent for specific positions at Tallgrass's request only. A fully executed agreement with Tallgrass must be in place and current in these cases.

EEO Statement:

Tallgrass complies with all Equal Employment Opportunity (EEO) affirmative action laws and regulations. Tallgrass does not discriminate on the basis of age, race, religion, color, sex, national origin, marital status, genetic information, sexual orientation, gender Identity and expression, disability, veteran status, pregnancy status, or other status protected by law.