TL - Client Systems Support

TEAM LEADER - CLIENT SYSTEMS SUPPORT

PURPOSE:

Provide leadership and direction for Client Systems Support Specialists. Monitors user requests and system issues. Serves as support in responding to and diagnosing production support problems. Interacts effectively with internal customers and appropriate system vendors to conduct necessary research to resolve issues. Ensures documentation standards and procedures for operations are in place. Actively seeks and evaluates opportunities for process improvement. Provides system maintenance and support for desktop/laptop computer systems, NT LAN, AS/400 WAN, PBX and other systems as required. Creates reports and provides a means to verify the integrity of existing infrastructure. May work on-call to support emergencies

RESPONSIBILITIES:
Leads and directs the daily operations of the Client Systems Support Specialists
Provide leadership and support for direct reports
Coaching/Mentoring via 1:1 meetings
Provide timely and accurate feedback
Creates developmental plans
Conducts skills assessments
Provides corrective action
Manages activities against priorities/deliverables
Provides direction regarding priorities of requests
Objectively select appropriate technologies based on the business priorities and requirements
Appropriately and effectively communicates project or work flow status to all necessary parties.
Actively utilizes project and time management skills to complete projects within specified timeframes
Manages all activities, personnel and technical issues associated with providing technical service to customers by identifying, prioritizing and confirming resolution of reported problems
Ensures all phases of application support including installation, upgrade, software, hardware, operating system and operating systems configuration issues are properly coordinated, monitored, tracked and resolved
Determines user application support needs, develops application support standards and designs support plans for multi-vendor platform solutions
Develops and implements technical service restoration and troubleshooting procedures for identifying, testing and diagnosing systems and solution faults
Designs and develops ongoing training of client support personnel to ensure their proficiency meets standards for support of all systems and solutions.
Manages and develops all user satisfaction methodologies to evaluate services rendered to system users; establish process to monitor performance of support personnel, reviewing response times, problem logs, trends and problem reporting
Evaluates and recommends changes to support procedures as part of an ongoing assessment of daily operations; recommends hardware/software enhancements to increase productivity
Collaborates and partners with other IT leaders to ensure the leadership vision is executed.
Builds and fosters relationships within the IT organization, with other AZ departments, field sites and corporate.
Performs other duties as required.
Work closely with CSS manager on capital and expense requirements.
REQUIREMENTS
QUALIFICATIONS:
Bachelor of Science degree in Computer Science, Information Systems or Business Administration
Minimum of Five (5) to seven (7) years of directly-related work experience to include five (5) to seven (7) years experience in client system solutions and troubleshooting technical problems in a large corporate environment
Minimum of three (3) years demonstrated leadership experience
Ability to communicate effectively
Problem-solving ability
Customer Focus
Team work
Project Management skills a plus
Strong knowledge of Microsoft Applications
Understanding of computer hardware components
Understanding of PBX, VoIP or other Voice Technologies
SPC ? Six Sigma reporting
IT project management experience desired
Ability to effectively lead a team.
Ability to communicate effectively.
Problem solving ability
Ability to manage several tasks concurrently.
Customer Focus
Ability to work in and foster a team environment
Ability to meet deadlines
Excellent Customer Service Skills
Process Management
Strategic Vision


As the third largest cable provider in the nation, Cox Communications, Inc. is noted for its high-capacity, reliable broadband delivery network as well as the company's ability to provide superior customer service. For Cox, it's not about being the biggest; it's about being the best.

Cox Communications Inc. is a multi-service broadband communications company with approximately 6.6 million total customers, including approximately 6.3 million basic cable subscribers. The nation's third-largest cable television provider, Cox offers both analog cable television under the Cox Cable brand as well as advanced digital video service under the Cox Digital Cable brand. Cox provides an array of other communications and entertainment services, including local and long-distance telephone under the Cox Digital Telephone brand, high-speed Internet access under the Cox High Speed Internet brand, and commercial voice and data services via Cox Business Services. Local cable advertising, promotional opportunities and production services are sold under the Cox Media brand. Cox is an investor in programming networks including Discovery Channel. More information about Cox Communications can be accessed on the Internet at cox.com.

Cox Communications, Inc. and its subsidiaries are Equal Opportunity Employers. We have a tradition of encouraging a wide diversity of talents through a broad range of hiring practices. Please note those individuals submitting resumes online or by mailing a resume are not considered an applicant for employment until a signed employment application form is completed, usually at the time of interview.