Manager IT Support
JOB SUMMARY
The Workplace Support Manager position is responsible for providing technology support to enable effective use for customers across the Southern Company footprint, both within their territories and coordinated with other leaders outside of their territory, in the use of their technology
Provide project management, consulting, end-user education, request fulfillment and incident restoration to ensure business partners can utilize technology as a strategic tool to meet their business objectives
Provide support to a team made up of leads, specialists, analysts, and external contractors to ensure the effectiveness, reliability, stability and security of products and services utilized by business partners across Southern Company
Job Requirements
B.S. degree in Computer Science, Computer Engineering, Business, or equivalent experience, is required
IT Management experience of 5 years strongly desired
Working knowledge of the customer’s business functions and operations and how those operations are supported by the Technology Organization, tools, and services as well as an understanding of how technology adds value to those organizations
Extensive knowledge of technology related disciplines, with a strong focus on end-user technologies and networking
The incumbent must be knowledgeable on currently relevant industry related products
Attitude is critical, the incumbent must have a high degree of focus on quality and the business partner’s technology experience
Extensive knowledge of technology related disciplines, with a strong focus on end-user technologies and networking. The incumbent must be knowledgeable on currently relevant industry related products, techniques, and trends
Attitude is critical, the incumbent must have a high degree of focus on quality and the business partner’s technology experience. The manager must be willing to challenge the status quo for the betterment of the business and the services provide.
Deep knowledge of the budgeting process, fiscal management and how to appropriately estimate costs and plan for ongoing technology projects and maintenance. Must understand basic budgetary principles and techniques and can distinguish, plan, and oversee capital and operating budgets
Proven track record achieving business results working with and through others
Must be a proven change leader, willing to drive cultural and behavioral change that will contribute to maturing and improving the overall effectiveness for using technology across Southern Company
Excellent analytical, problem solving, planning and project management skills
Ability to prioritize and deal with multiple priorities for multiple people
Strong people skills that have resulted in successful working relationships with customers, peers, and internal and external business partners. Needs to be an effective evaluator and developer of human capital
Demonstrated leadership and management skills, including building a strong, results-oriented team, and performance management
Excellent communicator, both written and verbal
Demonstrated critical, independent thinking; demonstrated ability to conceive and present creative solutions.
Flexible, can work under stress with changing direction and with minimal supervision
Self-motivated, takes initiative, is proactive, and habitually removes obstacles for success
MAJOR RESPONSIBILITIES:
The Workplace Support Manager serves as the management level interface to internal customers and peer groups at different Operating Companies, as well as across the Technology Organization. They manage internal customer relationships to ensure the Technology Organization is providing the necessary support for our business partners’ use of technology to be effective in the performance of their daily jobs, and for business units to meet their goals on an ongoing basis. The Workplace Support Manager is responsible for collaborating with Workplace Operations leadership in Service Desk and Enterprise Workplace Support (EWS) on first contact with the business partner, and for taking ownership of work and escalating to the appropriate peer group for final resolution of incidents and requests. It is vital that the Atlanta Workplace Support Manager adequately and effectively communicate information to their peer groups, and where necessary, be an advocate for the business partners they support.
The manager may be tasked to represent the Technology Organization at internal senior leadership meetings, critical support areas & external forums. The Workplace Support Manager is the channel by which other areas of the Technology Organization are informed of any potential issues/needs required by the business unit. The manager is expected to stay current and understand business needs/changes, as well as ensuring the team can respond to the demands of those needs/changes while delivering results in a timely, cost effective, and efficient manner.
The incumbent provides direction to the team for project management oversight/coordination, to plan/respond to key business initiatives that will leverage technology to meet business needs. This position has ownership and knowledge of delivery of end-user technology to the internal business partners. The manager is responsible for a corporate facility or widespread region covering territory which may extend into other states.
The Workplace Support team is the face of the Technology organization to the business units. They will be responsible for ensuring their business partners are informed in advance about technology changes that may impact them. In many cases, Workplace Support team members will facilitate or coordinate implementation of technology changes.
The incumbent is often called on to provide centralized coordination and/or resources for state-wide initiatives to ensure continuity by sharing best practices and assuming midway point of communication and accountability. The incumbent may also serve as a representative of incident response groups or the storm coordination team within their geographic area.
Budgetary oversight is an element of the Workplace Support Manager role. The manager is responsible for managing a departmental budget for their respective area, ensuring financial accountability for team fleet (where applicable), project work and initiatives needed for their internal customers.
Other Requirements
Must be able to pass North American Electric Reliability Corporation (NERC) critical infrastructure protection (CIP) background check and requirements.
Must be able to pass” specific supporting operating company” background check and requirements (if relevant, i.e., Southern Nuclear)
