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AVP System Support Manager

Company: Avidia Bank
Location: Westborough
Posted on: January 15, 2022

Job Description:

Avidia BankEqual Employment Opportunity/M/F/disability/protected veteran statusDescription:
The System Support Manager ensures the efficient operation of the bank's IT service and support delivery for all applications, network, servers, databases, desktops, laptops and Information Security platforms. The System Support Manager is responsible for aligning the system support services to ensure the Bank can provide the highest level of service to the customers.Performs any functions necessary, within scope of authority and expertise, to provide the highest level of service and responsiveness to customers:Strategy & TacticalLead IT support delivery operational planning and projects, and organize and negotiate the allocation of IT support resources.

  • Work with stakeholders to define Key Performance Indicators (KPI's) and Service Level Agreements (SLA's) to manage and monitor the delivery of System Support services.
  • Utilize KPI's and SLA's to enhance the delivery of support services to the enterprise, provide reporting and recommendations to management on the support function. Ensure support function meets or exceeds established SLA's and KRI's.
  • Ensure the efficient utilization of IT resources - including personnel and equipment - across the organization.
  • Oversee all system support reports and documentation related to network, systems and IT operations.
  • Ensure the adherence to company and department policies and procedures, including those IT Department Operations, technology standards, Information Security, and service provision.Acquisition & DeploymentManage the coordination, deployment, monitoring, maintenance, development, upgrade, and support of IT systems, including networks, data centers, servers, PCs, operating systems, hardware and applications.
    • Benchmark, analyze report on, and make recommendations for the improvement and growth of the IT infrastructure IT systems and applications.
    • Assist in the management of financial aspects of the IT Department, including purchasing, budgeting, and budget review.
    • Assist in the business case justifications and cost/benefit analyses for IT spending and initiatives.
    • Administer vendor, outsourcer, and consultant contracts and service agreements.
    • Provide first level purchase approval (up to $2500.00) of equipment and supplies in order to meet operational requirements of the business.
    • Conduct research and remain current with the latest technologies and solutions in support of procurement efforts.
    • Develop, implement and keep up to date all IT policies and procedures, including those for operations, architecture, security, standards, purchasing, and service provision.Operational ManagementManage IT staffing, including recruitment, supervision, scheduling, prioritization, development, evaluation, and disciplinary actions.
      • Oversee provision of end-user services, including help desk and technical support services, and when necessary assist staff in providing end-user services.
      • Manage Third Party Vendors ensuring adherence to Service Levels and contract renewals
      • Manage the support function to assist with the deployment, monitoring, maintenance, development, upgrade, and support of all IT systems, including servers, PCs, operating systems, hardware, software, applications, and peripherals.
      • Ensure accurate asset management for IT hardware, software, and equipment..

        • Bachelor's degree in a related field and 7 years of IT work experience with increasing levels of responsibility, or an equivalent combination of educational and professional experience.
        • Strong technical knowledge of applications, network, servers, databases, desktops, laptops and Information Security platforms associated with systems.
        • Strong technical knowledge of current network hardware, protocols, and standards.
        • Strong technical knowledge of cloud systems, including but not limited to Salesforce, Office 365.
        • Strong technical knowledge of ancillary systems, including but not limited to web filtering, spam filtering, firewalls, and Intrusion Protection / Detection systems.
        • Industry recognized technical certifications from Microsoft, CompTia, etc.
        • Excellent understanding of the organization's goals and objectives.
        • In-depth knowledge of applicable data privacy practices and laws.
        • Thorough understanding of project management principles.
        • Excellent written, oral and interpersonal communication skills.
        • Ability to present ideas in business-friendly and user-friendly language.
        • Ability to perform general mathematical calculations for the purpose of creating business cases, budgets, and so on.
        • Proven analytical, evaluative, research and problem-solving skills.
        • Occasional inspection of cables in floors and ceilings, and lifting of computer equipment.
        • Some travel, after hour work, and on-call availability required as needed.Avidia Bank is an Equal Opportunity Employer/Veterans/DisabledMember FDIC/DIFPM21

Keywords: Avidia Bank, Worcester , AVP System Support Manager, Executive , Westborough, Massachusetts

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