The Chickasaw Nation Hiring for IT Operations Manager- Norman Job at Norman, OK Full Time

Department: CNDC Information Technology

Job Title: IT Operations Manager

General Definition: Manages a team of service support personnel who monitor and resolve IT issues. Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected. Ensures maximum issue resolutions in minimum time. Evaluates new information systems products or services and suggests changes to existing products or services to better aide the end user. Familiar with a variety of the field’s concepts, practices, and procedures. Relies on extensive experience and judgment to plan and accomplish goals.

Supervision Received: Sr. IT Operations Manager

Supervision Exercised: IT Operations Supervisors and IT Analysts

Essential Job Functions:

• Each employee is required to support the mission of the Chickasaw Nation upon becoming a member of the Chickasaw Nation team. Our mission is “To enhance the overall quality of life of the Chickasaw People”.
• * Every employee is responsible to create a winning experience for our guests. What is a “winning experience?” It encompasses exemplary guest services, salesmanship of our players’ cards and all properties, and a true passion to serve our guests.
• * Develops and maintains formal procedures for Service Technicians to consistently deliver and increased productivity.
• * Implements methodologies to improve call resolution, manage customer perceptions, and build strong customer relationships.
• * Chooses appropriate technology and other resources to maximize service delivery effectiveness.
• * Builds a qualified services team through innovative hiring and training techniques.
• * Implements innovative staffing and scheduling models for guaranteed coverage at a cost appropriate level.
• * Develops a customer care philosophy that ensures customer satisfaction.
• * Analyzes Service Technicians performance through various statistical and reporting methods.
• * Provides direct supervision and management to the Service Support Technicians.
• * Participates in, and provides technical expertise and direction to the Service Support Staff.
• * Manages specific Desktop Support projects.
• * Facilitates team building, mentoring, and technical development.
• * Performs all duties with a model ‘customer service’ attitude to provide an example of great customer service for the team, and to create a positive teamwork environment.
• * Compiles and completes required daily, weekly and monthly reports.
• * Performs all other duties as assigned.

Education:

• Preferred Bachelors: * Preferred candidates will have a Bachelor’s degree with equivalent experience of a minimum of 3-5 years of IT customer service and desktop management in a technical computing environment in excess of 1,000 users.

Knowledge, Skills and Abilities:

• Preferred: * 10 + years Desktop Support experience and a minimum of 5 years management experience in a similar role.
• Preferred: * Experience with Microsoft and Apple Operating Systems.
• Preferred: * Experience with Microsoft Office 2016 M365 or higher.
• Preferred: * Experience supporting Microsoft Exchange and Outlook environments.
• Preferred: * Experience with Microsoft Active Directory and Exchange 2016 a plus.
• Preferred: * Experience managing Microsoft licenses also a plus.
• Preferred: * Experience supporting remote access over broadband, and VPN.
• Preferred: * Experience supporting and managing a verity of mobile devices
• Preferred: * 3-5 yrs experience in a customer service environment.
• Preferred: * In-depth understanding of PC hardware and components, operating systems, and applications software.

Physical Demands:

• Required: Must be able to sit or stand for long periods of time. Requires grasping, standing, sitting, walking, repetitive motions, listening and hearing ability and visual acuity.

Work Environment:
Work is normally performed in an office environment, however can be performed as needed from a home or remote location. Occasionally may need to visit facilities and other locations where smoking occurs. Light travel is required.

Licenses/Certifications/Other:

• Required: * Must be able to pass background check and receive a gaming license from Chickasaw Gaming Commission.
• Required: * Must possess a valid driver’s license.
• Required: * Must be able to successfully complete a negative result on pre-employment drug test.

Job Type: Full-time

Benefits:

• 401(k)
• Dental insurance
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday

Application Question(s):

• Do you have at least 3-5 years of IT customer service and desktop management experience in a technical computing environment in excess of 1,000 users?
• Are you willing to undergo a background check, in accordance with local laws and regulations?

Education:

• Bachelor’s (Preferred)

Experience:

• Desktop support: 1 year (Preferred)
• IT Operations Management: 1 year (Preferred)

License/Certification:

• driver’s license (Preferred)

Work Location: One location