354 © Copyright 2015 Janco Associates, Inc.

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Middle Management

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Manager Wireless Systems

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Organization Chart

This layer of management is often required in enterprises with Information Technology functions that have more than 100 individuals in them. In small enterprises these responsibilities are passed both up and down the organizational structure. Looking back at the charts presented in the Executive Management and Senior Management sections of this book, you can see that the span of control cannot be expanded to the recommended levels without having “multiples” of the positions described there. In addition, some middle level managers’ report directly to the CIO.

The chart below depicts how the position can be grouped to help achieve that objective.

Middle Management

Chief Information Officer

Administration Applications Technical Support Operations

Personnel/Planning

Accounting Supervisor Assistant Controller Change Control Supervisor Communication Administrator Contract Management

Administrator

Customer Service Coordinator Lead Disaster Recovery/Special Projects

Supervisor PCI-DSS Coordinator Procurement Administrator Record Management Coordinator Supervisor POS Training Word Processing Supervisor

Project Manager Applications Project Manager Distributed

Systems Project Manager Enterprise

Architecture Project Manager ERP Project Manager Implementation

Deployment Project Manager Systems Project Manager Training Supervisor POS System Administrator System Administrator Lead System Administrator Windows System Administrator UNIX System Administrator Linux Webmaster

Data Communications Assistant Manager Database Administrator Desktop BYOD Support Supervisor Information Center Manager Microcomputer Support

Supervisor Network Services Supervisor Project Manager Network

Technical Services Voice Communications

Manager

Computer Operations Assistant Manager Computer Operations

Assistant Supervisor Computer Operations

Shift Manager Computer Operations

Shift Supervisor Customer Service

Supervisor Data Entry Supervisor Hardware Installation

Supervisor Production Services

Supervisor Supervisor Safety Program Waste Management Coordinator Capacity Planning Supervisor

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Organization Chart

Information Technology in all organizations is comprised of five basic functions. Those functions are:

Personnel - All activities associated with staffing, compensation and performance appraisal.

Administration - All activities associated with managing the infrastructure of Information Technology (e.g., charge back, budgeting, audit and compliance, etc.).

Applications - All activities associated with the consulting support, design, development, implementation and modification of programs, systems and business operations.

Technical Support - All activities associated with “purely technical” infrastructure (e.g.

systems programming, operating system support, voice and data communications, database, etc.).

Operations - All activities associated with the operation of computer and business systems.

The focus and needs of the Internet and Intranets within enterprises has resulted in the creation of a number of positions that are new to the IT function. One of those new positions is Manager of Internet / Intranet Activities. For purposes of this book we have placed that position within the Senior Management ranks of the Information Technology organization. It should be noted that in many enterprises this function reports to the marketing group or to a business operating unit.

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Accounting Supervisor

Position Purpose

The Accounting Supervisor is responsible for ensuring the accuracy and timely recording of Information Technology’s accounts payable transactions; contractor payments, hardware and software purchase, license renewals, account reconciliations, and report definition and development.

The position also requires the development and implementation of accounting and operational standards, policies, and procedures that establish, maintain, and improve internal controls Included is facilitating enhanced utilization of the financial systems through development and implementation of continuing education programs and training for division and corporate staff.

Problems and Challenges

The Accounting Supervisor is challenged with managing and understanding and developing procedures to properly report the financial health of the Information Technology with a high level of reliability and compliance to Generally Accepted Accounting Principles (GAAP) and governmental regulations including Sarbanes-Oxley.

Essential Position Functions

Principal Accountabilities

Support the maintenance and preparation of financial records, timely and fairly presented and in conformance with Generally Accepted Accounting Principles (GAAP) and governmental regulations including Sarbanes-Oxley.

Establish and maintain sound internal controls to ensure that transactions are recorded in accordance with management's general or specific authorization and consistent with GAAP.

Direct, motivate, delegate, and empower staff in the successful performance of tasks and responsibilities while encouraging innovation.

Develop, re-engineer, and implement innovative processes to enhance accounting, reporting, and payables functions to ensure the preservation and proper use of Information Technology’s assets.

Provide management and other appropriate internal organizations with accurate and timely financial information and reports.

Coordinate Information Technology’s Financial Systems support to all corporate and division accounting staff. Develop, establish, and implement educational programs and processes and procedures to empower divisional staff while maintaining sound internal controls.

Direct Information Technology’s input in the accurate and timely preparation, maintenance, and filing of all local, state, and federal tax filings, and any other governmental forms as well.

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Ensure all required Information Technology insurance binders are maintained, inventoried, and filed as required.

Act as liaison between Information Technology’s and operating divisions on accounting and financial related requirements.

Coordinate the definition and design of financial and managerial reports, functions, and systems throughout Information Technology to ensure compatibility and maintenance of appropriate internal controls.

Fulfill departmental requirements in terms of providing work coverage and administrative notification during periods of personal illness, vacation or education/training.

Perform all responsibilities within the guidelines of corporate policies and directives at or above the company's performance and evaluation standards.

Train, supervise, assign projects to, and evaluate staff to maintain optimum performance of job duties.

Authority

Identify potential service level and process problems before they occur and implement solutions.

Provide support to corporate and divisional accounting personnel in the appropriate recording of corporate and divisional transactions and preparation of consolidated financial and managerial reports.

Schedule and prioritize work to accommodate corporate and customer needs while minimizing impact on current projects.

Lead and/or contribute to projects/committees that establish guidelines, set procedures and standards, and monitor for compliance therewith.

Contribute to the on-going recruitment, training, and development of accounting personnel in direct support of Information Technology’s goals.

Work with all departments to ensure that appropriate policies, procedures, and controls are in place and maintained. Immediately notify senior management of any malfeasance by Information Technology’s personnel.

Contacts

Within the Information Technology’s organization, routine contact is required with all division accounting personnel and division management to ensure that all financial and accounting requirements are satisfied. Within the business, significant and substantial contact is required with the Corporate Controller, Chief Financial Officer and division Management. Externally, the Accounting Supervisor will work with, as required, external auditors and tax advisors.

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Position Requirements

College graduate with degree in Accounting, Finance, or related field required.

CPA/MBA desired.

Minimum five years’ experience in managerial accounting, audit, and cost accounting, with at least three years in a management role desired.

Thorough knowledge of current accounting techniques and methodologies in financial analysis; internal accounting controls; and activity-based costing.

Prior management experience with the ability to plan, control, and lead projects.

Ability to effectively communicate, in both written and oral forms, when dealing with internal and external customers and suppliers.

Prior experience with advanced corporate accounting environments and automated systems.

Extensive experience and a strong background in process management and process re- engineering.

Career Ladder

The logical career ladder for the Accounting Supervisor would be to move into the Accounting Manager, Assistant Controller or a line operations position.

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Assistant Controller

Position Purpose

The Assistant Controller is responsible for planning, coordinating, and directing the financial and management accounting and reporting activities, salaried payroll functions, internal auditing, budgeting, cost, financial analysis, and governmental reporting activities while ensuring

Information Technology’s accounting records timely, fairly, and accurately reflect the position of function, and related divisions and subsidiaries. The Assistant Controller must establish, maintain, and enforce sound internal controls to protect and preserve Enterprise’s assets.

Problems and Challenges

The Assistant Controller is challenged with directing, managing and understanding and

developing procedures to properly report the financial health of the enterprise with a high level of reliability and compliance to Generally Accepted Accounting Principles (GAAP) and

governmental regulations including Sarbanes-Oxley.

Essential Position Functions

Ensure a staff of highly effective personnel, motivated toward accomplishing functional objectives and contributing to the achievement of corporate goals.

Direct, motivate, delegate, and empower staff in the successful performance of tasks and responsibilities while encouraging innovation.

Develop, re-engineer, and implement innovative processes to enhance accounting, financial, reporting, other accounting service functions and ensure the preservation and proper use of Enterprise’s assets.

Provide Information Technology management and other appropriate internal organizations with accurate and timely financial information and reports.

Research, develop, maintain, and communicate corporate policies for use throughout the organization to ensure that results of operations and financial position are presented timely, fairly, and in conformance with generally accepted accounting principles (GAAP), SEC and other pertinent regulations, and that Enterprise’s policy is consistently applied.

Evaluate the impact and application of externally imposed requirements and potentially available methodologies and techniques in the areas of financial and management accounting and reporting, financial and operational auditing, financial control and analysis, budgeting and financial planning. Recommend appropriate strategy, policy, and courses of action.

Drive the identification, development, and implementation of innovative management reporting systems and methods that provide accurate and timely delivery of strategic business measures and metrics that enhance management’s ability to make informed decisions regarding operational and market trends critical to the achievement of Information Technology’s business goals.

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Develop a working partnership with division management and division

accountants/controllers to facilitate the development and implementation of innovative processes and procedures to empower divisional accounting staff while maintaining sound internal controls.

Mentor, consult with, and/or direct various levels of management (corporate, divisions, subsidiaries, public accountant) as to effective application of approved strategy, policy, and methods.

Ensure the protection of assets and their proper utilization by determining that approved control and accounting policies are in effect throughout the company, its divisions, and subsidiaries. Direct the development of and recommend for approval any necessary changes and the implementation of those approved.

Stimulate, coordinate, and direct the development of sound, functional, long and short term plans, objectives, and budgets for the department. Ensure attainment through review, evaluation, and direction of functional activities and counseling with managers/staff.

Observe and evaluate functional performance in divisions and subsidiaries and take appropriate steps to improve staff skills, quality, and effectiveness to the Manager Controller.

Assist the Manager Controller in the development and evaluation of financial data and the preparation of the long-range corporate strategic plans and budgets.

Monitor and control performance, conduct variance analysis, and provide

documentation when actual performance departs from planned performance and goals.

Direct the compiling of information required in the preparation of all mandated, such as Sarbanes-Oxley, filings and coordinate with external auditors and advisors in the preparation and submission of such filings.

Assist the Manager Controller as liaison between Corporate Accounting and division management on accounting and financial related requirements.

Direct the definition and design of financial and managerial reports, functions, and systems throughout Information Technology to ensure compatibility and maintenance of appropriate internal controls.

Fulfill departmental requirements in terms of providing work coverage and

administrative notification during periods of personal illness, vacation or education.

Perform all responsibilities within the guidelines of corporate policies and directives at or above the company's performance and evaluation standards.

Train, supervise, assign projects to, and evaluate staff to maintain optimum performance of job duties.

Authority

Identify potential service level and process problems before they occur and implement solutions.

Direct self and others in the appropriate recording of corporate, division, and subsidiary transactions and preparation of consolidated financial and managerial reporting.

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Schedule and prioritize work to accommodate corporate and customer needs while minimizing impact on current projects.

Lead and contribute to projects/committees that establish guidelines, set procedures and standards, and monitor for compliance therewith.

Contribute to the on-going recruitment, training, and development of accounting personnel in direct support of Enterprise’s services.

Work with all departments to ensure that appropriate policies, procedures, and controls are in place and maintained. Immediately notify senior management of any

malfeasance by Enterprise’s personnel.

Job Contacts

Within Information Technology, routine contact is required with Information Technology management and staff personnel to ensure all financial and accounting requirements are satisfied. Within corporate, significant and substantial contact is required with all executive management, specifically the Corporate Controller and Chief Financial Officer. Externally, the Assistant Controller will work with, as required, external auditors, tax advisors, CPAs, and government agencies.

Position Requirements

College graduate with degree in Accounting, Finance, or related field required.

CPA/MBA required.

A minimum eight years’ experience in managerial accounting, audit, cost accounting, with at least five years in a management role desired.

Thorough knowledge of current accounting techniques and methodologies in financial analysis, internal accounting controls and activity based costing.

Prior experience with advanced corporate accounting environments and automated systems.

Extensive experience and a strong background in process management and process re- engineering.

Career Ladder

The logical career ladder for the Assistant Controller would be to move into the Manager - Controller within Information Technology or a senior level accounting position in the enterprise’s line operation.

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Capacity Planning Supervisor

Position Purpose

The Capacity Planning Supervisor is responsible for initiating the capacity planning process and developing capacity planning for the technical and operational functions of IT in the future. The supervisor is also responsible for long-range capacity planning to provide the highest level of customer service possible in the future and for developing and maintaining a management reporting system.

Problems and Challenges

The Capacity Planning Supervisor is challenged with having the vision to plan for future IT capacity needs as well as developing a comprehensive and useful management reporting system.

Essential Position Functions

Provides capacity planning services to the data center and production services areas within the enterprise.

Provides long-range planning for operational areas.

Serves as a “futurist” within the department.

Develops, implements, and updates a management reporting system for the data center and production services.

Works to insure quality customer service levels through capacity planning functions.

Works closely with the Disaster Recovery Coordinator to ensure that the Disaster Recovery Plan is updated to changes in the enterprise’s capacity

Is knowledgeable and complies with mandated security, disaster recovery and business continuity, internal control, and financial reporting requirements including ISO 27031, Sarbanes-Oxley, and HIPAA.

Recognizes and identifies potential areas where existing policies and procedures require change, or where new ones need to be developed, especially regarding future business expansion.

Strives to learn the job functions of the position’s immediate superior as well as peer- level positions with whom the individual interacts. It is the responsibility of the individual to be prepared for temporary re-assignment and/or promotion due to extended illness, personal emergency or business necessity.

Fulfills departmental requirements in terms of providing work coverage and

administrative notification during periods of personnel illness, vacation or education.

Develops and maintains service level agreements with the various user departments and enterprise business units.

Performs at or above the enterprise’s Information Technology performance standard.

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Authority

Develop long-range budget estimation and capacity estimates.

Establish and make decisions about management reporting methods, and outputs.

Contacts

Contacts within the enterprise are with personnel in the operational areas which directly affect capacity planning estimations.

Position Requirements

High school diploma is required

BS or BA degree in computer science, business administration or related field required is required

3-5 years Information Technology operations with supervisory experience

Working knowledge of the computer hardware and software environment, problem management systems, production scheduling and report distribution systems

Career Ladder

This position could lead into management or project management positions within the enterprise. An example would be Disaster Recovery/Special Projects Supervisor.

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Change Control Supervisor

Position Purpose

The Change Control Supervisor will be responsible for managing the quality of the enterprise production environment by implementing and overseeing a change control system for new updated load modules from the test environment to the production environment. This will result in high quality systems, thus providing customers with quality products and services.

Problems and Challenges

The challenges facing the Change Control Supervisor involve facilitating a “zero defect software”

environment within the enterprise. This involves managing the review of new/modified programs and jobs, keeping abreast of the continuous flow of changes within the volatile enterprise development environment, controlling access to source and object code, and overseeing the airtight methodology for running and documenting non-standard or one-time jobs.

Essential Position Functions

Manages the change control system and procedures for the movement of test systems into production.

Validates that the change control system complies with IT Service Management (ITSM) and Service-Oriented Architecture (SOA).

Complies with Sarbanes-Oxley and ISO 2000 standards and requirements.

Manages and coordinates a change control program covering all production computer operations including policies, procedures and tracking/auditing systems to govern the movement of new/upgraded load modules from the test to the production environment including analyzing documentation and reports for management regarding change control activities.

Approves forms involving change control procedures.

Approves schedule of planned changes to be turned over to production, and provides a final check on detailed records of the movement of all new/updated load modules.

Assures the integrity of all CMS (Code Management System) libraries. This involves overseeing a system of organization for these libraries.

Approves updates to the IT standards manual and briefs other senior IT personnel on the importance and impact of maintaining stringent controls.

Chairs quality review board meetings.

Approves all changes - one-time and permanent - submitted to the computer batch operations schedule.

Approves all changes applied to system software and database software submitted by the technical support group.

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Recognizes and identifies potential areas where existing policies and procedures require change or where new ones need to be developed, especially regarding future business expansion.

Performs at or above enterprise Information Technology business unit’s performance standards.

Authority

Approve change control procedures.

Manage change control personnel.

Approve entries into the CMS libraries.

Contacts

Job contacts within the enterprise will include senior management personnel within the technical services, production service and development department’s job specifications.

Position Requirements

Thorough understanding of the build procedures, operating systems, database and the programming languages and tools used by the enterprise

BS or BA in computer science or business is desired Thorough understanding of a project’s life cycle.

Excellent writing skills, polished verbal communication skills Ability to perform management oriented work

Career Ladder

The Change Control Supervisor could progress to the following managerial or technical positions within the enterprise; Project Manager, Senior Systems Analyst, or to Systems Programmer.

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Contract Management Administrator

Position Purpose

The Contract Management Administrator is responsible for the full scope of the Information Technology contract/pricing administration functions from RFQ through proposal completion.

The Contract Management Administrator assists in the analysis and negotiation of proposals, and serves as the point of contact between Information Technology and the vendor and is

responsible for all aspects of the estimating process.

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Problems and Challenges

The Contract Management Administrator is challenged with managing the entire contacting process including understanding and developing procedures to properly manage vendors and deliverables. This includes creating policies to support the enterprise in the processes that are in compliance with enterprise policies and procedures as well as mandated requirements such as Sarbanes-Oxley.

Essential Position Functions

Reviews, analyzes, and screens data for incorporation into a proposal and prepares drafts for presentation. Reviews correspondence, contracts, and purchase orders for purposes of extracting pertinent data required for preparation of status reports, sales orders, and contract requirements data.

Performs the general business functions of a major proposal effort, reviews and interprets all customer requests for proposal, develops the proposal ground rules, coordinates all Request for Quotation (RFQ), supervises the development of all cost/price and contractual sections of the proposal, prepares the proposal cover letter and presents the proposal to management for approval.

Assesses Information Technology requirements to understand impact; identifies and analyzes all costs, technical requirements and schedule risks recommending solutions which minimize the impact of that risk; verifies that business arrangements are constructed in such a way as to minimize that risk.

Acts as the point of contact between Information Technology and the users for assigned proposals, represents Information Technology during all fact-finding or audit sessions, and conducts negotiations with the customer as required.

Prepares and negotiates other auxiliary agreements which may be required during the performance of a contract, such as Proprietary Data, Associate Contractor, Teaming, License, and Technical Assistance agreements.

Prepares and oversees the preparation of contract briefs and/or internal correspondence to coordinate policies and to insure proper interpretation of the contract.

Prepares or oversees the preparation of contract sales orders, sales order revisions and monitors budget activity.

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Administers assigned contracts by maintaining a continuing survey of progress to verify compliance with delivery schedules, design specifications, legal requirements, original cost allocations and other contractual obligations in order to anticipate necessary changes in contract funding or scope of work.

Develops an effective working relationship with the functional managers and the vendor representatives.

Identifies business issues, recommends alternative solutions and obtains appropriate internal and customer approvals for resolution of those issues.

Identifies constructive change, takes appropriate action to coordinate such changes through proper channels, and directs the preparation of proposals for contract changes as required.

Serves on high-level inter-disciplinary teams that address such topics as fundamental problems of organization and communication.

Performs at or above Information Technology company performance standards as established within the department.

Develops and evaluates performance data for the preparation of the department and division budgets.

Monitors and controls performance, conducts variance analysis, and provides

documentation when actual performance departs from planned performance and goals.

Informs management of potential problems before they occur and communicates possible solutions.

Fulfills departmental requirements in terms of providing work coverage and administrative notification during periods of personal illness, vacation or education.

Performs hiring and termination of assigned co-workers along with preparation and/or approval of all reviews and related performance documentation.

Directs, motivates, delegates, and empowers staff in the successful performance of tasks and responsibilities while encouraging innovation and teamwork.

Trains, supervises, assigns projects, and evaluates staff to maintain optimum performance of job duties.

Performs all responsibilities within the guidelines of corporate policies and directives at or above the company's performance and evaluation standards.

Authority

Negotiates with vendor representatives as required

Monitors the preparation and delivery of vendor required data and overall contract performance statistics

Receive and coordinate all data requests between the company and the customer.

Identify potential funding or scope of work changes.

Determine customer requirements on major proposal efforts.

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Direct self and others in the appropriate recording of divisional transactions and preparation of division-specific and consolidated Contract, vendor, and managerial reporting.

Schedule and prioritize work to accommodate corporate and personnel needs while minimizing impact on current projects.

Lead and/or contribute to projects/committees that establish guidelines, set procedures, outline standards, and monitor for compliance therewith.

Work with all departments to ensure that appropriate policies, procedures, and controls are in place and maintained.

Job Contacts

Within the Information Technology organization, contact is required with management and professional staff at all organizational levels. Within the business, contact is required with managers in charge of the business units who require Information Technology services.

Extensive contact with external suppliers and subcontractors is required.

Position Requirements

College graduate with degree in Information Technology, Business Administration, or related field required.

Minimum five years’ experience in the contract management.

Thorough knowledge of current Information Technology.

Prior experience with large scale computing environments and automated systems.

Career Ladder

The logical career ladder for the Contract Management Administrator would be to move into the Operations Management within the enterprise or to a senior management position within the Information Management Function.

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Communications Administrator

Position Purpose

Under direction, plans, organizes, and directs the activities of the communications in the

Information Technology including developing and maintaining a master plan for communications involving telephone, wireless, and radio communication operations; and does related work as required.

Problems and Challenges

Distinguished from the Information’s Systems Director in that the Communications Administrator does not have responsibility for the overall operation of Information Technology. Distinguished from the Communications Coordinator and the Communications Planner, is that the Coordinator and Planner are not responsible for the overall activities of communications.

Essential Functions

Plans, organizes, and directs the activities of the communications Division and supervises the work of employees engaged in installation and maintenance of the Telephone, wireless, and the Radio/Communication System.

Develops short and long range plans regarding the enterprises master communication system in accordance with assessed needs and in compliance with FCC and other regulatory agencies’ requirements.

Analyzes and identifies solutions to communications problems.

Reviews research and progress reports on communications activities and forecasts trends and concerns.

Recommends objectives for communications systems and methods for achieving those objectives.

Utilizes computer programs to track costing and usage.

Develops and maintains financial plans and budgets.

Oversees installation and ordering of equipment with user departments.

Represents the enterprise-wide at meetings or functions related to communications planning.

May appear before senior management or other bodies/groups on communications matters.

Schedules, assigns, reviews, and evaluates the work of subordinates.

Authority

Prepare and monitor Information Technology budget and financial plan for the communications systems.

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Performs cost-benefit analysis of competing wireless, radio, and telephone technologies and products.

Contacts

Routine contact is required with IT managers’ at all organizational levels and with technology vendors. Within the business, periodic contact is required with executives in charge of the key business units using IT services.

Position Requirements

Graduation from a College or University with a Bachelor's Degree in Public or Business Administration, Engineering, Data Processing, or other related field. Additional qualifying experience may be substituted for the required education on a year for year basis.

Four years’ experience in planning telephone or mobile radio systems in a mid-sized agency (500 or more employees) to include experience with a variety of radio frequencies, phone switching equipment, or trunk lines.

Experience in supervising the installation and maintenance of radio and telephone equipment is preferred.

Career Ladder

The logical career progression for the Administrator of another function with Information Technology and would be to advance into the position of Manager Network Services.

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Computer Operations Assistant Manager

Position Purpose

The main responsibilities of the Computer Operations Assistant Manager are to supervise the operation of the data center, maintain a high level of technical expertise, and a technical understanding of the software and production systems installed in the production and test environments. The assistant manager manages and supervises the physical operation of enterprise computers, related peripheral equipment, computer room personnel, and support systems.

Problems and Challenges

The Computer Operations Assistant Manager is challenged with keeping the enterprise’s computer systems on-line and operational 100% of the time. Should the computer systems come off-line, the assistant manager is faced with the opportunity to bring the systems back on- line in as quick and efficient a manner as possible.

Essential Position Functions

Oversees the processing of all computer systems in the production and/or test environments.

Insures proper utilization of CPU resources, channel I/O completion, peripheral devices and DASD requirements.

Supervises the application processing streams as they enter and exit any of the enterprise processors.

Performs quality control checks to insure an effective and productive data center.

Manages and directs all subordinates on the shift including operations analysts and computer operators.

Insures that published security procedures for both the physical area and the data belonging to the enterprise are enforced including insuring computer room access is limited to those authorized personnel with proper identification and/or card access.

Monitors and maintains all resource access requests for top-secret security authorizations during weekends and other off-shift periods.

Assists the computer operations manager in training, motivating, counseling, supervising and reviewing subordinates.

Recommends staffing changes and promotions for computer room personnel.

Assures that equipment is properly maintained and utilized.

Maintains a neat and clean operating environment.

Authority

Reschedule jobs if required.

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Restart intended jobs following documented procedures.

Control access to the enterprise’s Information Technology center.

Place service calls to vendors regarding repairs or for assistance.

Make recommendations on hiring, firing, transferring, demoting and promoting.

Take disciplinary actions whenever necessary, including personnel suspensions.

Contacts

Routine contact is required with IT managers’ at all organizational levels and with technology vendors. Within the business, periodic contact is required with executives in charge of the key business units using IT services.

Position Requirements

High school diploma or equivalent

BS or BA in computer science or business is required

4 years of computer operations experience with 2 years in a senior or lead operator position

Demonstrated skills in human relations and written and oral communications

Career Ladder

The Computer Operations Assistant Manager would logically progress into a managerial position within the computer operations. The most practical position to assume would be the Manager Production Services or Manager Computer Operations.

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Computer Operations Assistant Supervisor

Position Purpose

The Computer Operations Assistant Supervisor assists in the planning, management, direction and control of the activities of all personnel and equipment in the Information Technology department. The assistant supervisor helps insure that appropriate quality, legal, and

administrative requirements are maintained. The assistant supervisor interacts with users and other Information Technology sections to help insure the effectiveness of departmental performance. The assistant supervisor also helps in managing the activities of and has administrative responsibilities for data entry operators and data control specialists.

Problems and Challenges

The Computer Operations Assistant Supervisor is challenged with supporting the management of computer operations in keeping the enterprise’s computer systems on-line and operational 100%

of the time. Should the computer systems come off-line, the assistant supervisor is faced with the opportunity to bring the systems back on-line in as quick and efficient a manner as possible.

The Comuter Operations Assistant Supervisor is tasked with the requirement to meet IT Service Management (ITSM) and Service-Orient Architecture (SOA) standards.

Essential Position Functions

The Computer Operations Assistant Supervisor assists the supervisor with the following tasks:

Directs the work and supervises the performance of the computer operations staff.

Plans, schedules, and allocates work on a day-to-day basis insuring the timely completion of assigned work.

Maintains an adequate staff of qualified, trained equipment operators.

Selects and trains new personnel and existing personnel in the use of current or new equipment and the performance of current or new work.

Maintains workload control, reviews output quality, and insures acceptable employee performance by utilizing frequent and thorough follow-up procedures.

Informs management of employee performance, area problems and resource requirements on a timely basis.

Prepares periodic performance reviews in accordance with enterprise standards for all employees within the area.

Authority

Schedule workload of the enterprise’s data entry personnel.

Select and train new data entry personnel.

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Contacts

Routine contact is required with IT computer operations personnel and application support personnel. Within the business, periodic contact is required with end-user systems support personnel. Outside the business, periodic contact is required with technology suppliers.

Position Requirements

High school diploma or equivalent

BS or BA in computer science or business is desired Training in key entry and coding devices

3 - 5 years’ experience as a data entry equipment operator, at least one of which should have been in a lead operator capacity

Demonstrated skills in human relations and communications

Career Ladder

The logical career progression for the Computer Operations Assistant Supervisor would be to advance into the position of Supervisor of Computer Operations or Shift Supervisor.

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Computer Operations Shift Manager

Position Purpose

The Computer Operations Shift Manager manages shift operations and functions supporting centralized and distributed Information Technology, insures maximum utilization of personnel and equipment while meeting production schedules and requirements and manages operational and support personnel. The manager reports to the Production Services/Data Center Director.

Problems and Challenges

The Computer Operations Shift Manager must guarantee the operating capabilities of the data center at all times. The maximum utilization of equipment and personnel in the data center will provide the enterprise with the competitive edge needed for present and future business expansion.

Essential Position Functions

The incumbent manages the operation and maintenance of the central-site computer and its associated peripheral equipment.

Insures the completion of all assigned responsibilities on schedule.

Reschedules personnel and reallocates workload as needed.

Insures effective utilization of Information Technology resources.

Oversees the diagnosis and resolution of hardware and production problems.

Manages the interface between operations and systems development functions to expedite resolution.

Analyzes trends in computer operations and prepares recommendations to senior management for operational improvements.

Provides final authorization for vendor service calls to resolve hardware/software problems.

Manages data center facilities to insure proper physical environment for computer hardware and operating personnel.

Manages and approves building/hardware maintenance and hardware installation.

Determines and manages appropriate course of action in emergencies.

Interfaces with senior operations staff, senior management, IT staff administrative services, client DP users, contractors and outside vendors and suppliers.

Manages equipment improvements to increase resource utilization.

Reviews the Disaster Recovery Plan at least quarterly and communicates with other staff members to ensure the plan can be activated within the time-frame demanded by the enterprise’s management team.

Establishes related management procedures for resource utilization analysis.

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Manages the computer environment to insure users receive appropriate service for charges incurred.

Manages records and statistics on Information Technology productivity.

Evaluates performance of operations functions.

Establishes new systems and procedures.

Analyzes existing methods and develops alternatives to increase production efficiency in the future.

Contacts vendor for contract bids on computer supplies and services.

Negotiates products/service levels and follow-up with vendors to insure contract compliance and optional performance.

Prepares and monitors data center budget for areas of functional responsibility.

Performs above enterprise Information Technology performance standards.

Authority

Manage the direction and development of assigned staff.

Requisition staff replacements and in addition interviews applicants; hire new employees.

Orient staff to department and enterprise policies.

Evaluate employee performance.

Establish goals and objectives for employees’ performance appraisal.

Recommend promotion, transfers, terminations, and salary actions.

Determine staff training and development needs.

Contacts

Contacts within the enterprise includes the help desk, senior operations staff, senior is management, is staff administrative services, client IT users, and outside contractors, vendors and suppliers.

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Position Requirements

BS or BA in computer science or business is desired

4-5 years Information Technology operations with supervisory experience Supervisor responsibility of 10-25 employees

Ability to work varying hours and shifts On-call 24 hours/day, 7 days/week

Career Ladder

This position could lead into more senior managerial positions within the enterprise such as Project Manager Applications, Data Center Manager, or Production Support Manager.

Computer Operations Shift Manger

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Computer Operations Shift Supervisor

Position Purpose

The Computer Operations Shift Supervisor manages shift operations and the functions

supporting centralized and distributed Information Technology, insures maximum utilization of personnel and equipment while meeting production schedules and requirements, and directs operational and support personnel. The supervisor reports to the Computer Operations Shift Manager.

Problems and Challenges

The Computer Operations Shift Supervisor insures the operating capabilities of the data center at all times. The maximum utilization of equipment and personnel in the data center will provide the enterprise with the competitive edge needed for present and future business expansion.

Essential Position Functions

Oversees the operation and maintenance of central-site computer and peripheral equipment.

Insures the completion of all assigned responsibilities on schedule.

Reschedules personnel and reallocates workload as needed.

Maintains effective utilization of Information Technology resources.

Oversees and participates in the diagnosis and resolution of hardware and production problems.

Establishes and maintains interface between operations and systems development functions to expedite resolution.

Notifies appropriate parties of problems and schedule deviations.

Monitors and analyzes trends in computer operations and prepares recommendations for operational improvements.

Authorizes vendor service calls to resolve hardware/software problems, insures satisfactory service, and monitors and evaluates vendor problems.

Maintains security during shift and reviews that shift complies with the enterprise’s security policies.

Monitors and controls facilities to insure proper physical environment for computer hardware.

Oversees and approves building/hardware maintenance and hardware installation during assigned shift.

Determines and implements appropriate course of action in emergencies.

Reviews the Disaster Recovery Plan at least quarterly and communicates with other staff members to ensure the plan can be activated within the time-frame demanded by the enterprise’s management team.

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Insures that adequate inventory and supplies are available.

Interfaces with operations staff, management, IT staff administrative services, client IT users, contractors and outside vendors and suppliers.

Analyzes equipment improvements to increase resource utilization.

Establishes related procedures for resource utilization analysis.

Develops and maintains the computer environment to insure users receive appropriate service for charges incurred.

Maintains records and statistics on Information Technology productivity, evaluates performance of operations functions, establishes and implements systems and procedures, and analyzes existing methods and develops alternatives to increase production efficiency.

Contacts vendor for contract bids on computer supplies and services, evaluates products/service levels, and follows-up with vendors to insure contract compliance and performance.

Prepares and monitors budgets.

Performs at or above the enterprise’s Information Technology performance standards.

Authority

Manage the direction and development of assigned staff.

Requisition staff replacements and additions; interview applicants; and hire new employees.

Orient staff to department and enterprise policies.

Evaluate employee performance.

Establish goals and objectives for employees’ performance appraisal.

Recommend promotion, transfers, terminations, and salary actions.

Determine staff training and development needs. Insure quality training.

Provide career counseling and professional development support.

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Contacts

Contacts within the enterprise includes the help desk, operations staff, IT management, IT staff administrative services, client IT users, and outside contractors, vendors and suppliers.

Position Requirements

3-5 years Information Technology operations with supervisory experience Supervisor responsibility of 5-20 employees

Ability to work varying hours and shifts On-call 24 hours/day, 7 days/week

Career Ladder

This position could lead into more managerial positions within the enterprise such as; Project Manager in applications, Data Center Manager, or Production Support Manager.

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Customer Service Coordinator Lead

Position Purpose

The Customer Service Coordinator Lead must provide production reporting guidance, as well as direct and monitor user production output. The coordinator reports production status to users, assists in problem resolution, and acts as the key contact for on-site and remote users for terminal and production problems and inquiries. The coordinator reports to the Customer Service Supervisor.

The Customer Service Coordinator Lead is the primary delivery point for IT Service Management (ITSM) and Service Oriented Architecture (SOA) policies and procedures and as such must see that those policies and procedures are implemented completely.

Problems and Challenges

The customer service area within the enterprise is critical to the ongoing success of the firm’s business. This is because many departments rely on customer service to help solve problems which are interfering with the timely completion of their work. The Customer Service

Coordinator Lead is challenged to insure that help is given to these departments as quickly and efficiently as possible.

Essential Position Functions

Checks quality and distributes reports requested by users for on-site and remote users.

Responds to user requests for information and assists in problem resolution. Maintains contact with users on operational and production problems.

Coordinates the resolution of applications and software system problems impacting production. Assists systems and programming personnel, as requested.

Assists in resolving technical computer operations equipment problems.

Logs documents and maintains history records on Information Technology production problems.

Initiates corrective action or carries out instructions to resolve system problems on production jobs.

Insures smooth operations between the Information Technology staff and enterprise users (i.e., handling concerns of the aforementioned in an efficient and courteous manner).

Handles complex operations and production problems requiring judgment and latitude for independent action. Coordinates problem resolution among a variety of functional areas.

Maintains all report manuals and coordinates computer room consumable inventory.

Reports accomplishments as well as inefficiencies to Production Services Supervisor.

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Identifies reoccurring and potential operation problems; recommends procedures and controls for prevention; and investigates alternative methods to expedite problem resolution.

Recognizes and identifies potential areas where existing polices and procedures require change, or where new ones need to be developed, especially regarding future business expansion.

Performs at or above the enterprise Information Technology performance standards.

Authority

Train new and lesser-skilled personnel.

Provide functional direction and guidelines to junior personnel in order to optimize shift-to-shift efficiency.

Prioritize junior personnel workload as needed.

Give input on performance reviews.

Contacts

Contact within the enterprise with all levels of system users, as well as with purchasing and outside vendors.

Position Requirements

High school diploma required

1 - 2 years’ experience as a Senior Customer Service Coordinator Ability to work varying shifts

Knowledge of all the hardware and software in use at the enterprise Ability to operate computer and peripheral equipment

Career Ladder

This position would lead into a supervisory position within the enterprise, most probably Customer Service Supervisor.

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Customer Service Supervisor

Position Purpose

The Customer Service Supervisor must provide customer services group guidance, as well as direct and monitor output. The supervisor reports service level status to main office and remote users and assist in problem resolution and acts as the key contact for on-site and remote users for terminal and production problems and inquiries. The supervisor reports to the Production Support Manager.

The Customer Service Supervisor is the primary delivery point for IT Service Management (ITSM) and Service Oriented Architecture (SOA) policies and procedures and as such must see that those policies and procedures are implemented completely.

Problems and Challenges

The customer service area within the enterprise is critical to the ongoing success of the firm’s business. This is because many departments rely on customer service to help solve problems which are interfering with the timely completion of their work. The Customer Service Supervisor is challenged to insure that help is delegated to these departments as quickly and efficiently as possible.

Essential Position Functions

Develops service level agreements with enterprise on-site and remote users. This involves travel to remote installations as deemed necessary.

Directs user requests for information, and supervises problem resolution.

Maintains involvement with users on operational and production problems.

Supervises the resolution of application and software system problems impacting production.

Assists coordinators in directing systems and programming personnel as requested.

Maintains and summarizes history records on Information Technology production problems.

Uses summary information to develop plans for future customer service levels.

Directs corrective action or develops instructions to resolve system problems on production jobs.

Assures smooth operations between the Information Technology staff and enterprise users.

Oversees complex operations and production problems requiring judgment and latitude for independent action.

Supervises problem resolution among a variety of functional areas.

Organizes all report manuals and determines computer room consumable inventory.

Reports accomplishments as well as inefficiencies to Production Support Manager.

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Identifies reoccurring and potential operation problems. Recommends procedures and controls for problem prevention.

Investigates alternative methods to expedite problem resolution.

Recognizes and identifies potential areas where existing polices and procedures require change, or where new ones need to be developed, especially regarding future business expansion.

Authority

Train new and lesser-skilled personnel.

Provide functional direction and guidelines to customer service coordinators in order to optimize shift-to-shift efficiency.

Prioritize customer service coordinator work load as needed.

Give input on performance reviews and recommends salary levels, promotions, demotions and terminations.

Contacts

Contact within the enterprise with all levels of senior management, internal and remote systems users, as well as with purchasing and outside vendors.

Position Requirements

High school diploma required

3 years’ experience as a Lead Customer Service Coordinator Ability to work varying shifts

Thorough working knowledge of computer hardware and software environment Ability to troubleshoot computer and peripheral equipment problems

Career Ladder

This position would lead into a management or project management position within the enterprise, most probably Production Support Manager.

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Data Communications Assistant Manager

Position Purpose

The Data Communications Assistant Manager is responsible for overseeing the network group within technical services in support of the Manager Data Communications. This group is responsible for all aspects of data communications within the enterprise including terminals, remote printers, local area networks, communications with remote enterprise installations, network security, and the coordination of voice and data communications, including microwave, TI, wireless, VoIP, and ISDN communications.

Problems and Challenges

The success of the enterprise requires reliable and cost effective data communications. The network group is challenged to oversee and maintain a complex, “state-of-the-art” network that is rapidly changing to support the enterprise’s growth and development of new business opportunities.

Essential Position Functions

Supports the Manager Data Communications on all times and shifts that the Manager is not available.

Assists in directing the network group including setting priorities, coordination and reporting of group activities.

Manages the daily activities of the members of the network group.

Provides senior technical leadership for the enterprise including all aspects of data communication, the integration of voice and data, distributed processing, standards such as VoIP, ISDN and TI, carrier tariffs and regulations, and communication switching equipment. How these technologies can benefit the enterprise is a primary concern of the Manager.

Serves as a source of documentation and standards for other departments.

Works closely with other groups to coordinate plans and activities including

coordination with voice communication regarding new installations and when existing enterprise installations move or are re configured.

Coordinates changes in communication requirements caused by changes in the business, for example, the automation of telemarketing and other groups.

Provides weekly and monthly reports on network performance as well as forecasts of future utilization and equipment/line requirements.

Determines the most cost effective data communications for the enterprise and administering the budget for data communications and terminal equipment.

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Presents at local and national user groups.

Publishes articles describing both activities and assessments of technology.

Participates with vendors in the assessment of advanced transaction processing and database productions including beta and field test participation.

Authority

Oversee the activities of the data communications group, including scheduling and prioritizing network activities.

Manage the personnel of the data communications group.

Coordinate the activities of the group with other IT and enterprise groups.

Represent the enterprise when working with vendors and carriers on network issues.

Provide technical communications leadership to IT and the enterprise.

Contacts

Within the enterprise, the Data Communications Assistant Manager works with all departments to make sure that their data communication requirements are satisfied. The manager is a member of the “move committee” and other telecommunication planning groups that require representation from IT. The Data Communications Assistant Manager works with architects, building landlords, contractors, various telephone companies, external Information Technology organizations, and equipment vendors.

Position Requirements

BS or BA degree in computer science or related field

5 years’ experience with wide and local area networks including experience with common-carrier data networks

Knowledge at the expert level of data communications, including protocols, tariffs, monitoring and network forecasting techniques

Career Ladder

This position could lead to management or project management positions within applications, technical support, or operations. This position would naturally lead into management activities rather than continued emphasis on technical skills.

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Data Entry Supervisor

Position Purpose

The Data Entry Supervisor is responsible for the supervision and quality control of the data entry group, manages problem resolution regarding data and reports to the Manager Production Support.

Problems and Challenges

The Data Entry Supervisor must maintain a positive working relationship with the data entry, user groups, operations, and service bureaus. In addition, the supervisor insures the smooth operation of the data entry processing area.

Essential Position Functions

Functions as a supervisor for the data entry group and oversees the processing of their data.

Assures hard copy data readability and appropriateness.

Analyzes pertinent information about the data from data logs.

Manages hard copy and tape problems and alerts the Manager Production Support.

Insures contact with the appropriate individuals regarding data problems.

Performs at or above the enterprise’s Information Technology performance standard.

Authority

Serve as a day-to-day manager for the data entry activities.

Contacts

The Data Entry Supervisor works with all user groups and IT personnel.

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Position Requirements

BS or BA degree in computer science, business administration or related field required - college course work in process is acceptable but not recommended

Data entry and CRT experience

Career Ladder

This position could lead to more senior management positions such as production services supervisor, or provide lateral movement into a Lead Computer Operator position within the enterprise data center.