Manager Enterprise Workplace Support

                                                                                    Manager Enterprise Workplace Support

JOB SUMMARY: 

The Enterprise Workplace Support (EWS) Manager position is responsible for providing tier 2 technology support, managing the problem management process and developing innovative solutions utilizing tools such as NexThink and Helix to proactively support the business. This involves utilizing a team of subject matter experts in products and services utilized across the enterprise to:

• Provide support to front line analysts at the service desk via swarming and live transfers to insulate tier 3 from ticket escalations.
• Resolve incidents and requests in a timely manner, and ensure knowledge is up to date.
• Manage the problem management process and collaborate with subject matter experts to perform root cause analysis to prevent repeat issues.
• Develop self-service support options and proactive incident support.
• Drive the evolution of the Digital Workplace Operations support model through process improvement, automation, AI enablement, workforce upskilling, and innovative practices.

JOB REQUIREMENTS: 

• B.S. degree in Computer Science, Computer Engineering, Business, or equivalent experience, is required.
• 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 (e.g. NexThink and Remedy/Helix), 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 EWS Manager must be willing to challenge the status quo for the betterment of the business and the services provided.
• 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 JOB RESPONSIBILITIES: 

The EWS Manager serves as the management level interface to internal customers and peer groups across the Technology Organization. They are responsible for managing 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. The incumbent is expected to stay abreast of 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.  This will require the EWS Manager to continuously evaluate demand and reprioritize work based on changing business dynamics.

The EWS Manager is responsible for collaborating with the Service Desk front line during first contact with the business partner via swarming, and for taking ownership of work and escalating to the appropriate peer group for final resolution of incidents and requests.

The EWS Manager owns the problem management process and is responsible for collaborating with subject matter experts across the Technology Organization to identify workarounds and establishing a plan to identify and fix the root cause.

The EWS Manager must focus on proactive incident management, automation and self-service options to support the business.

This position is occasionally asked to represent the Technology Organization at internal senior leadership meetings & external forums. The EWS Manager is the channel by which other areas of the Technology organization are kept abreast of any potential issues/needs required by the business unit.   It is vital that the EWS Manager adequately and effectively communicate information to their peer groups, and where necessary, be an advocate for the business partners they support.

The EWS Manager is responsible for attracting, developing, retaining, & managing a diverse group of technical individual contributors.  In this role, the incumbent has responsibility for hiring, performance management, terminations and for providing daily work direction, feedback and coaching to their direct reports.  They are also responsible for workforce planning for their organization and for appropriately identifying and developing successors for their and their direct reports’ positions.

Budgetary oversight is a vital element of the EWS Manager role.  The incumbent is responsible for managing a departmental budget for their respective area, ensuring financial accountability for project work and initiatives needed for their internal customers.