Job Summary:

Are you a passionate people leader with in-depth knowledge and a proven track record of leading support teams to deliver first class resolutions which delight their customers?

Are you also a strategic thinker who can recommend process improvement and drive strategic initiatives?

Do you want to join the global leader in talent and staffing solutions, where our employees come first?

Do you thrive in a fast-paced and innovative environment, and love to learn new things?

The IS Manager for Support Services is responsible for planning, leading, organizing, and motivating the Support teams within the Connected and Onboarding Experience Programs to achieve a high level of performance and quality in delivering exceptional business value to users.

This role is responsible for managing several Support Teams in a high visibility enterprise program (Connected and Onboarding Experience), using various methods in a fast-paced environment that crosses multiple business divisions and operating companies globally.

Essential Functions:

• Lead the Team to deliver the strategic roadmap, as defined by the Delivery Manager, providing input and improvements against strategic initiatives.
• Act as an escalation point for critical production issues ensuring appropriately timed communications, ensure the team provides updates and resolution within the appropriate service level agreement’s, and handle major incidents
• Investigate root causes, implement corrective measures, document actions taken, and provide one-page overviews of defects.
• Identify inefficiencies and experiment with new ideas to bring transparency, visibility, and promote accountability across the organization
• The motivated leader is team-oriented, collaborative in nature, and passionate about leadership. Leads the team by example cultivating innovation. Responsible for hiring, coaching, and development, motivating, mentoring, retention, employee satisfaction, and performance management.
• Responsible for planning, leading, organizing, and motivating the teams to achieve a high level of performance and quality in line with software development standards.
• Monitoring and managing team capacity.
• Establish trusted and collaborative working relationships with external business partners, technology providers, and vendors. Effectively manage budgets and vendor relationships for all areas of responsibility. Monitor and manage the performance and quality of vendor deliveries.

Supervisory or Management Responsibility:

• Act as Coach-Leader, coaching others in their development as leaders, catalyzing the growth of people’s capacity to embrace greater complexity, and focus on helping others formulate their development agenda.
• Assist in team development while holding teams accountable for their commitments, removing roadblocks to their work; leveraging organizational resources to improve capacity for feature work; and mentoring team members
• Promote empowerment of the team, ensure that each team member is fully engaged and making a meaningful contribution, and encourage a sustainable pace with high levels of quality for the team.
• Management responsibility for the teams, including hiring, leadership, development and accountability for performance.
• Establish operational/team objectives and goals.

Budget Responsibility:

• Develops and manages budget
• Produces monthly forecasts
• Approves operational expenditures
• Plans capacity fluctuations based on roadmap of features

Minimum Education and/or Experience:

• BA or BS or equivalent experience is required
• At least 3 years of experience leading support teams to include defect resolutions and driving strategic initiatives

Skills/Abilities:

• Proven ability to lead a support team and ensure objectives, goals, and commitments are met
• Solid understanding of the Agile software development life cycle models, especially in SAFe
• Strong interpersonal skills including mentoring, coaching, collaborating, and team building
• Strong analytical, planning, and organizational skills with an ability to manage competing demands
• Excellent oral and written communications skills and experience interacting with both business and IT individuals at all levels, including the executive level
• Experience managing large budgets and finances
• Prior Experience in the Staffing Industry – a plus
• Prior Technical / Development experience – a plus

Benefits Overview:

Benefits are subject to change and may be subject to specific elections, plan, or program terms.  This role is eligible for the following:

• Medical, dental & vision
• Hospital plans
• 401(k) Retirement Plan – Pre-tax and Roth post-tax contributions available
• Life Insurance (Company paid Basic Life and AD&D as well as voluntary Life & AD&D for the employee and dependents)
• Company paid Short and long-term disability
• Health & Dependent Care Spending Accounts (HSA & DCFSA)
• Transportation benefits
• Employee Assistance Program
• Tuition Assistance
• Time Off/Leave (PTO, Allegis Group Paid Family Leave, Parental Leave)

Office Requirements:

• Candidates required in office a minimum of 3 days a week

Core Competencies:

• Building Relationships
• Develop People
• Lead Change
• Inspire Others
• Think Critically
• Communicate Clearly
• Create Accountability