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Job Details

Manager End User Support

Company name
Federal Reserve Bank of Kansas City

Location
Dallas, TX

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Profile

Full-time \/ Part-time Full-time Employee Status Regular Overtime Status Exempt Job Type Experienced Travel Yes, 5 % of the Time Shift Day JobWork Hours8am-5pmJob SensitivityTier II - Credit Check ORGANIZATIONAL SUMMARY: As part of the nation\u2019s central bank, the Federal Reserve Bank of Dallas is committed to strengthening the economy and our communities. At the Fed, you have the opportunity to become part of an important public service institution whose work touches lives across the globe. It\u2019s a big job and that\u2019s why we need talented, results-driven professionals who care about making a difference. POSITION SUMMARY: The Federal Reserve Bank of Dallas is looking for a dynamic, self-motivated person with the experience and skills to supervise the End User Support team within the Information Technology Services department. The End User Support Manager is responsible for the direct supervision of the end user support function, leading day-to-day operations with defined processes and procedures, and coordinating small to medium scale projects from inception through implementation. Provide leadership in the application of technology to business problems. Serve on System and Bank technology groups and seeks opportunities to influence and contribute to overall improvements and effectiveness. RESPONSIBILITIES: Supervise aspects of the daily tasks and deliverables for the assigned operational area within service level commitments, established schedules, and provide Tier 2 hardware and software support with a high degree of technical acumen. Lead the day-to-day activities of a team of IT professionals who provide technical support to the organization's end user computing environment. Work with management to ensure the unit is staffed appropriately and trained effectively to address customer requests, incidents, and issues. Obtains customer feedback and takes action when appropriate. Identifies and resolves common customer problems, issues or concerns. Establishes and leverages relationships with local and national information technology providers for the benefit of department business users. Lead technical projects with low to moderate complexity impacting single or multiple departments. Employ approved project management guidelines and techniques, establishing and tracking milestones and objectives against a project schedule and within an established budget. Responsible for staff development and performance for remote and co-located staff. Establish, execute, and monitor individual performance and training\/development plans. Establish and review individual and team performance measures. Effectively interact with upper management to provide status on resolving common problems, projects, and initiatives. Work under general direction within a clear framework of accountability. Exhibit personal responsibility and autonomy. Plan own and work of responsible function(s) to meet given objectives. Select appropriately from applicable standards, methods, tools and applications. Demonstrates analytical and systematic approach to problem solving. Communicates fluently orally and in writing and can present complex technical information to both technical and non-technical audiences. Plan, schedule and monitor work activities in order to meet time and quality targets and in accordance with health and safety procedures. Expected to rapidly absorb new technical information and apply it effectively. Maintains awareness of developing technologies and their application and takes some responsibility for personal development. Engage in a broad range of complex technical or professional work activities, in a variety of contexts. Influences team and peers internally. Responsibility for work of others and allocation of resources.\u00a0 Manage vendor relationships and holds vendors accountable to service level commitments. Participates in external activities related to specialization. Make decisions influence success of projects and team objectives. Perform other duties as assigned. COMPENTENCIES: Functional Knowledge: Requires comprehensive understanding of concepts and principles within own discipline and knowledge of others. Ensures Accountability: Holds self and others accountable to meet commitments. Attracts Top Talent: Attracts and selects the best talent to meet current and future business needs. Communicates Effectively: Develops and delivers communications that covey a clear understanding of the unique needs of different audiences. Customer Focus: Builds strong customer relationships and delivers customer-centric solutions. Develops Talent: Develops people to meet both their career goals and the organization\u2019s goals. Values Differences: Recognizes the value that different perspectives and cultures bring to an organization. Instills Trust: Gains the confidence and trust of others through honesty, integrity and authenticity. Problem Solving: Identifies and resolves complex technical, operational and organizational problems. EDUCATION AND EXPERIENCE: Bachelor's degree in Computer Science or Management Information System preferred.Minimum of 2 years of experience in a technical management or technical lead position.ITIL V2\/V3 certification preferred.Equivalent education and \/ or experience may be substituted. WORK HOURS AND CONDITIONS : 8:00 a.m. to 5:00 p.m., Monday - Friday. Additional hours as required by project schedules or management. Occasional travel as required by assignments, management or training requirements. NOTES: By federal law, this position requires that candidates fall within one of the following citizenship categories: (1) U.S. citizen, (2) U.S. national, (3) U.S. permanent residents who are not yet eligible to apply for naturalization, or (4) U.S. permanent residents who have applied for naturalization within six months of being eligible to do so. This position may be filled at various levels based on candidate experience and department needs. The selected candidate for this position will be required to pass a background and financial credit check. We are proud to be an equal opportunity employer.

Company info

Federal Reserve Bank of Kansas City
Website : https://www.kansascityfed.org/

Company Profile
The Federal Reserve was established by Congress and signed by President Woodrow Wilson in 1913. It was preceded by financial panics, bank failures and business bankruptcies that severely disrupted the economy. There were two prior attempts at establishing central banks.

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