ATCC

  • Manager, End-User Computing

    Job Locations US-VA-Manassas
    Job ID
    2018-2067
    Department
    Information Technology
  • Overview

    Founded in 1925, ATCC is a non-profit organization with a mission to acquire, authenticate, preserve, develop, standardize, and distribute biological materials and information for the advancement and application of scientific knowledge.  


    The Manager, End-User Computing is responsible for overseeing the desktop support and help desk personnel, as well as the overall service management function for Information Technology. This manager will direct the activities of the personnel responsible for resolving end-user issues with workstations, printers, monitors and other end-user devices as well as provide oversight for the help desk operations.  Position will implement or facilitate ITIL-based service management best practices designed to manage risk, improve end-user relationships and provide cost effective IT services.  Will facilitate IT reporting of service level performance and interface with ATCC leadership and individual performers throughout the organization.

     

    This position interacts frequently with internal and external personnel; must work and think independently as well as in teams; duties of this position are to be completed under minimal guidance. Discretion in handling assigned responsibilities, including the ability to resolve problems and exercise good judgment while maintaining confidentiality. Decision making is a key component of this position, and decisions have a serious impact on the overall success of the Organization.  Functions are to be completed in a timely manner with acceptable quality.

    Responsibilities

    1. Manage the daily activities for the team of help desk and desk top specialists and evaluate performance.
    2. Provide development and training activities for personnel.
    3. Maintain IT operational hours of coverage and after hours work and develop necessary staffing schedules.
    4. Facilitate the implementation a standard ITIL service management framework and provide direct oversight of the service operation and continuous service improvement phases of the ITIL life cycle.
    5. Oversee service management process cross-functionally throughout IT and work with other IT leaders to ensure adoption.
    6. Facilitate reporting of IT key performance indicators (KPI’s) and service levels.
    7. Ensure escalated service requests are handled in a timely manner.
    8. Coordinate projects across technical teams.
    9. Coordinate systems upgrades and software deployments.
    10. Ensure patches are installed and verified on all systems in accordance with service levels, work directly with the hosted data center contract.
    11. Provide end-user communication for service outages, system upgrades, service improvements, service implementation, and service requirements.
    12. Manage budget.
    13. Identify areas for process improvements.
    14. Other ancillary duties as assigned

    Qualifications

    Education and Experience:

    • Requires a bachelor's degree in Computer Science or related field with seven (7) + years’ experience in the field or equivalent experience

    Knowledge, Skills and Abilities:

    • Ability to develop and execute plans and follow through with set objectives and adhere to and enforce deadlines.
    • Fast and adaptive thinker that sees opportunities and challenges to help teams come along toward a common goal.
    • Self-starter, motivated and takes initiative; strong interpersonal and problem-solving skills; able to work collaboratively with all levels of staff to resolve problems and external partners to maximize performance, creativity, problem solving and results.
    • Seek, learn, and apply new skills/knowledge to perform job responsibilities.
    • Attentive to detail with a high level of accuracy; exercise sound judgment
    • Resourceful, diplomatic and professional; deliver outstanding customer service while managing relationships; a can-do attitude and work style that supports teamwork (and lead teams), collaboration and positive relationships.
    • Adaptable; be able to shift priorities and focus as departmental and/or business demands change.
    • Must be a strong leader with assertiveness and have excellent communication (written and verbal), negotiation and presentation skills; able to effectively convey messages to a variety of audiences.
    • Strong analytical skills and organized; completes tasks ahead of schedule.
    • Excellent written and verbal communication skills, including excellent listening skills to communicate clearly, concisely and effectively.

    • Position-relevant computer experience including Microsoft Office.
    • Follow all company safety practices, Standard Operating Procedures (SOP’s) and policies. 

    Preferred Qualifications:

    • ITIL V3 certification at the practitioner level.
    • Experience working in Biotech or related Life Sciences industries
    • Experience working with or for Federal Contractors.
    • Experience working with manufacturers.
    • Experience working with multiple privacy and regulatory requirements and associated cybersecurity ramifications including:

    • export controls (EAR/ITAR), payment card industry (PCI), current Good Manufacturing Practices (cGMP), Food and Drug Administration (FDA), Clinical Laboratory Improvement Amendments (CLIA) and European Union General Data Protection Regulations (GDPR).
    • Experience working with best practice and security control frameworks including:
    • NIST Cybersecurity Framework (CSF), ISO 17799/27001/27002, NIST 800-53, FedRAMP, and ISA 62443
    • Awareness of IT Governance best practices including: COBIT, Val IT, COSO

    ATCC is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

     

     

     

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