JOB SUMMARY

The DSS Manager position is responsible for the management and overall performance of the DSS Team. The DSS Manager will be responsible for producing reports for a variety of purposes.  The DSS Manager is responsible for incident and service request management, working directly with end users and management in multiple IT departments.

ESSENTIAL FUNCTIONS

• Develop and provide annual Performance Objectives
• Perform annual Performance Reviews
• Actively participate in numerous weekly meetings
• Responsible for meeting/maintaining team staffing levels
• Meet or exceed all client based metrics
• Interface with multiple vendors and support groups.
• Maintain equipment inventory
• Effectively interact with DSS Team members of potential diverse backgrounds and temperaments while demonstrating a genuine interest in, maintaining open lines of communication with an open door policy
• Communicate positive as well as negative feedback, adapting coaching styles depending on the situation and audience, providing feedback that is specific and constructive and encouraging all DSS Team members in incremental performance improvement and administer corrective action as necessary.
• Create and contribute up to date processes and departmental documentation
• Coordinate Projects and special support requests from client
• Act as an escalation point (warm hand off) for VIP or time sensitive issues
• Demonstrate flexibility by working varying shifts and responding to unanticipated events
• Performs other duties as necessary

KEY COMPETENCIES

• Adaptability - Responds resourcefully to rapid change and ambiguity.  Works constructively under pressure. Encourages change.
• Attracting, Developing and Retaining Talent - Identifies specific talent needs and staffs to meet them; develops talent and teams with diverse capabilities; accurately appraises employee competencies and performance; provides constructive feedback and coaching; develops successors and talent pool.
• Communication - Keeps two-way communication flowing with key stakeholders (customers, shareholders, employees, etc.). “Over-communicates” key messages about CDI to internal and external audiences. Delivers clear and effective verbal and written messages.
• Customer Focus –Stays in tune with internal and external customer expectations about quality and service; seeks input from customers and acts on it; makes customer satisfaction a business priority; takes customer comments and complaints seriously; focuses on what is best for customer.
• Ethics / Acts with Integrity - Demonstrates principled leadership and sound business ethics. Shows consistency among values and builds trust with others through building credibility and follow-through on commitments.
• Initiative - Seeks new opportunities for business development, quality improvement and personal learning and takes appropriate risks to make them a reality.
• Sound Judgement and Decision Making - Applies broad knowledge when addressing complex issues. Defines issues clearly. Takes all critical information into account to make timely, tough decisions.
• Team Player - Promotes effectiveness of CDI as a whole by supporting common processes and measurements. Works effectively in partnership with others both across CDI and with customers to achieve business goals.

PREFERRED SKILLS

• ITIL certifications
• Technical certifications
• HDI knowledge/certifications
• Workforce Management experience (WFM)

REQUIRED SKILLS

• Bachelor’s Degree and/or equivalent experience.  
• Management experience
• Excellent organization and communication skills
• Excellent rapport skills
• Knowledge of  MS Office/Office 365, Google products
• Ability to provide excellent Customer Service
• Knowledge and proficiency supporting various business technologies
• Excellent understanding of a Service Desk environment including operations, processes etc.
• Strong customer service focus and positive attitude
• Excellent telephone and written communication skills
• Excellent problem solving skills
• Understanding of HDI and ITIL methodologies
• Knowledge and understanding of Field Support operations
• Ability to adapt to a rapidly changing environment
• Understanding of technical and business terminology
• Ability to learn and retain detailed information
• Ability to work independently and in a team setting
• Ability to successfully multi-task
• Self-motivated, professional, resourceful, and accountable