Archdiocese of Chicago

Human Resources
:: Employment and Service Opportunities

Opportunities at Archbishop Quigley Center / Cardinal Meyer Center / Other Pastoral Center Departments

Posted 2/10/2017

Job Title:

IT Service Lead

Department:

IT

Location:

Archbishop Quigley Center
835 N. Rush St.
Chicago, IL 60611-2030

Hours:

Full time

Description:

The IT Services Lead will be responsible for the management of all customer facing services (24x7x365). This is to include, but not limited to: • Ensure achievement of all service levels in line with approved and published SLAs, in addition to ensuring all customer expectations are met or exceeded • Ownership of all customer service requests, incidents and problems, to include the communication, escalations and ultimate resolutions. • Ownership of all critical incidents or problems and to directly manage until customer satisfaction. • Building of services relationship with customers and conduct service reviews with key customers • Create or improve all service processes in accordance with ITIL and department service principles and guidelines and in coordination with the IT Infrastructure Manager / IT Director. • Development of IT Service Management Critical Success Factors (CSF) and their associated KPIs • Create, maintain and review performance reports to include KPI (Key Performance Indicators) • Provide management and performance reports Detailed Job Duties • Perform IT Service Support Technician duties as required • Function as IT trainer backup • Facilitate the creation and maintenance of standardized templates for all communication, training materials or other published documentation. • Ensure compliance of all published material or communication with applicable templates. • Manage IT Service related vendor relationships to ensure performance meets SLAs, OLAs and quality meet or exceed our customer’s expectations. • Measure, monitor and work to decrease incident levels. • Ensure the IT Services team actively participates in improving the use, usability and reliability of AoC IT Services. • Enforce the compliance with all team, department and organization policies, procedures and processes • Ensure the Services team is using all department and team tools to their fullest capabilities in order to drive efficiency and effective service. • Function as the customer advocate in all matters related to IT Services provided by the AoC IT Department. • Monitor each direct reporting relationship to ensure performance expectations are being met, and council team members when required. • Manage project activities within areas of responsibility. • Conduct continuous IT Service Improvement in all areas of responsibility. • Maintaining an Asset Database and track changes • Working cross functionally to maintain an accurate, up-to-date IT Knowledge base. • Provide basic “just-in-time” training on supported AoC applications and/or hardware. • Publishing support documentation to assist staff with requests for information & provide “just-in-time” training if required • Other Duties as assigned.

Requirements:

• A minimum of 5 years previous IT Service Center and/or Call Center experience required

If you are interested in being considered for this opening, please visit the list of open positions on AppliTrack. Please complete a letter of interest, a profile, or submit your resume.

Thank you for your interest in the Archdiocese of Chicago.

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