VP Technical Support

Job Summary

**Hybrid work - Incumbent must work three days each week in the Omaha, NE office**

We are seeking a VP Technical Supportwho will provide leadership to the Technical Support team with the primary responsibility for supporting technology services and systems for employees and customers. Lead and coordinate to ensure incidents and problems are handled effectively. Work collaboratively to determine and communicate service level agreements and service metrics with business and technology teams.

Essential Duties & Responsibilities

• Lead and coordinate the Technical Support team to fully resolve technology incidents, problems and customer service issues effectively through multiple communication channels and collaboration with other Business Technology teams. Continually increase knowledge available to the Technical Support team and employees for faster resolution and self-help capabilities. Coordinate new employee hardware and software. Perform staff scheduling to ensure coverage during normal business hours and on-call support as required.
• Maintain and develop a highly effective Technical Support team through innovative hiring, personal and situational coaching, training (technical and customer service), exceeding key performance metrics as well as ongoing performance feedback. Conduct performance assessments and encourage employee development.
• Establish and maintain relationships with business and Business Technology teams to determine service level agreements, understand IT Service Management (ITSM) processes, use of ITSM technology, and implementation of ITSM processes that drive continuous improvement.
• Responsible for providing leadership in the coordination and installation of all laptops, tablets, phones, printers, copiers, and associated accessories. Maintain hardware and equipment through scheduled technology refresh cycles. Support custom developed software, packaged vendor software, and various computing operating systems. Act as a liaison with vendors on the repair and regular maintenance of equipment.
• Monitor advances in hardware and software technology and makes recommendations on new and emerging technologies. Assist in testing, training, and writing documentation.

Essential Duties and Responsibilities Cont.

Leadership Duties
Share leadership with team members by empowering them to make decisions. This includes allowing them to take initiative, providing access to information and resources and holding them accountable.Encourage team members to act autonomously and to contribute ideas and solutions.
Provide team leadership, shared vision, and positive communications to achieve the Associations vision and strategy consistent with the Associations core values and team principles. Build strongrelationships and collaborative partnerships within the Associations to understand the business opportunities and challenges.
Establish a positive, participative, and collaborative team environment that inspires creative, high-performing, continuous learning, and engaged team members. Utilize consensus decision-making, when appropriate, to diversify thinking and enable and empower teammates.
Responsible for attracting, selecting, and on-boarding a diverse and qualified team and determining the appropriate team resource requirements to meet the Associations strategic direction.
Develop team members through coaching, training and development, opportunities, and on-goingperformance feedback including timely follow-up on individual development plans; counsel teammembers on Talent Management activities.
Complete and/or recommend salary administration for team members in accordance with Association procedures.
Develop and monitor the business plan and annual operating budgets related to areas ofresponsibilities. Review and approve operational expenditures within delegated authority.

Education Requirements

Bachelor's Degree Preferred in Computer Science or Business

Years of Experience

• 6 + years of experience in Service/Help Desk role with previous leadership experience preferred

Certification and Technical Requirements

• Knowledge of IT Service Management, customer service philosophies, computer hardware, software, environments and related matters.
• Proficient in Windows environment using Microsoft Word, Excel, and Microsoft Edge.