Manager Production Support

The Pennsylvania Higher Education Assistance Agency (PHEAA) has a tremendous vision to provide funding to students for higher education. As a not-for-profit Agency, all revenue beyond paying the bills are given back to these deserving students.

The Production Support Manager is a leadership role responsible for the oversight of Enterprise Support/Service Management, Production Support and HelpDesk teams to deliver effective Information Technology (IT) production support services that enable the business and enterprise users to be successful. This role is responsible for collaborating with IT support and development teams to coordinate and manage changes required for the ongoing integrity, and availability of IT production systems and services. The Production Support Manager also manages the interactions and integration between other Service Management processes, business stakeholders, relationship managers, infrastructure services, and application development teams.

• ITIL Foundation Certification is required
• Experience with ITIL Service Management Disciplines of Incident, Problem, Change and Configuration Management

Job Responsibilities

Enterprise Support/Service Management

• Responsible for collaboratively developing KPIs, SLAs, Processes, Reporting and Governance for Incident, Problem, Change, Configuration and Event management.
• Responsible for developing training and training staff on ITIL methodologies and implementations of those methodologies at PHEAA
• Responsible for working with PHEAA IT Governance organization for regular audit and reporting of (but not limited to) Configuration Management Database (CMDB), IT Asset Management (ITAM), Change Management Records, Incident Management Records and Problem Management Records
• Responsible for driving the alignment of all ITIL processes to those SLAs and KPIs via executive dashboards and monthly operations reviews.
• Responsible for creating a roadmap for the development and improvement of ITIL services such as when a new ITSM platform may come available or when significant changes and roll-outs to Change Management, Release Management and other facets of the IT Service Management LifeCycle may be.

Product/Production Support

• Creates, manages and drives better client relations through strong ITIL-based Incident, Problem, Change and release management with PHEAA Clients and Remotes using KPIs, SLAs and regular communications.
• Collaborates across all PHEAA organizations to create the right end-state model for a product-support organization.
• Responsible for producing monthly executive reporting for Product and/or Client support using KPIs, SLAs, and other instruments via dashboard format to senior PHEAA leadership and/or remotes/clients.
• Responsible for driving continuous service improvement both in enterprise, production and product support.
• Responsible for ensuring customer satisfaction via continuous improvement, surveys and other instruments.

Help Desk

• Oversee operations of the Enterprise Help Desk (Help Desk Manager will be a direct report to this position)

Required Skills

• Minimum Qualifications: Bachelor’s Degree required in Business, Information Systems, and related field or 10+ years of related experience or the equivalent combination of knowledge, experience, and training.
• Ability to conceive, present and recommend alternative IT Service Delivery options keeping with business strategy.
• Know, understand, and articulate the business value and business cost of delivering IT services.
• Understanding of the Software Development Lifecycle.
• Ability to contribute to the Strategy, Design, and Operation of Production Support services to optimize business value delivered from available technical capabilities and resources.
• This position will support a federal government contract. Applicants must be able to obtain Public Trust security clearance as required of federal government contractors to include a background check conducted by the U.S. Government to determine eligibility and suitability for federal contract employment for public trust or sensitive positions. For this level of clearance, the federal government requires applicants to possess U.S. citizenship

Required Experience