Management and supervision of assigned staff. 

Ability to allocate, budget and monitor assigned resources both fiscal and people. 

Established procedures and policies regarding Client Support Services activities. 

Established procedures and policies regarding information resources security administration and publishes these as necessary to keep the client community informed. 

Conducts feasibility studies and analysis of proposed projects and develops detailed work plans of activities and resources for approved projects. 

Conducts research and provides information and answers in regard to computer systems, networks, hardware, software, security, networks, training and documentation.  

Reporting to the incumbent are employees with various titles including Systems Analyst, Training Specialist, Technical Writer, and Client Support Analyst. These positions are responsible for systems administration, security administration, Help Desk coverage, problems resolution, placing equipment service calls, following up on trouble calls and service calls, training, documentation and end-user ad hoc reporting. 

The Manager, Client Support Services has complete and direct responsibility for staffing and supervising the Information Services Help Desk and providing the resources to support ad hoc reporting through the use of IMAGINE, Impromptu and other computer languages and products. Incumbent establishes procedures and policies and determines the organization and responsibilities for Client Support Services. The incumbent coordinates security administration, functions as the Information Resources Security Administrator and publicizes these procedures and policies as necessary to keep the client community informed. Incumbent is also responsible for and/or assists in the planning, organizing, directing and managing of the activities and resources for assigned information resources projects. 

Incumbent provides security administration for TUFIMS, BPPS, SIS, RACF, TPX, IMAGINE and other systems and products and establishes access to the electronic mail system and other network and desktop office automation tools. Incumbent assists in the design of new systems; establishes security for new systems and other application systems changes; and plans and performs, periodic or requested, security audits. 

In the project manager role, the incumbent is responsible for conducting feasibility studies and analysis of proposed projects and developing detailed work plans of activities and resources for approved projects. The incumbent is responsible for defining tasks and assigning those tasks to the appropriate personnel. The incumbent closely monitors the activities of the project and is responsible for the successful completion of the project in a timely manner. The incumbent is responsible for conducting regular status meetings and providing project status reports to management and the client community. 

The Manager, Client Support Services works with the MSS application programming staff to identify problems and analyze system enhancements, and to develop and improve application systems documentation and training programs. 

As supervisor of the Help Desk, the incumbent must manage the staff providing problem determination services to the client community using the hardware and software supported by Information Services. Incumbent conducts research and provides information and answers as well as various information system services to clients in regard to computer systems, hardware and software. Client support staff monitors and controls access to the e-mail, TUFIMS, BPPS, SIS, RACF, SIS, IMAGINE and other systems through the proper definition and assignment of security ID's. 

The incumbent manages, organizes and monitors the day-to-day operation of the Help Desk. Incumbent also administers the automated problem tracking system (Heat) used to record and monitor client and Information Services problems and service requests. 

The Manager, Client Support Services maintains primary working relationships with the following departments/groups: Data Processing, Network Services, Records Management, Telecommunications, and Human Resources - interface with these groups to diagnose problems that are reported to the Help Desk that are related to hardware or system software and diagnosis abnormal situations and scheduling of each month's system activity; MSS programming staff - work with MSS programming staff to analyze and resolve problems related to the specific applications and the planning of system enhancements and/or the correcting of system bugs and to identify needs and develop products for application and systems training and documentation; Processor departments (Budget, Payroll, Accounting, Purchasing, etc.) - interface with the processor departments to resolve problems that are more complex in nature, also work with them to distribute knowledge to clients regarding specific processes or functions of the application systems; and Human Resources Development - interface with training staff to work together in identifying training needs and documentation. 

The incumbent interfaces directly with the IS technical staff and its management in analyzing and resolving problems. Technical staff participates in initial research when a problem is identified before turning it over to the other areas or departments. Often times, the incumbent will continue to work with the technical staff in providing more in-depth analysis of the problem. The Manager, Clients Support Services also interfaces with the other managers in Information Services in order to provide additional system support to clients. 

The incumbent acts as chief liaison with clients of all levels at the UTHSC-H in areas relating (but not limited) to system security, end-user ad hoc reporting, transaction processing and system availability. 

The continuing challenges of this position include making major decisions regarding system problems in a very quick time frame with initial, and sometimes with limited, information; making decisions based on a minimal amount of analysis due to nature of the problem; security problems; responding to clients with problems; and handling multiple priorities in a limited time frame. 

The Manager, Client Support Services is responsible for hiring all CSS personnel and reviewing employees on a scheduled basis. Incumbent determines the priorities of projects and responsible for the work plans regarding these projects. Project plans provide general guidelines for all projects and review of activities with Director, MSS. Incumbent receives limited direction in day-to-day activities. Policies and procedures guide a great deal of work that is done in CSS. Incumbent meets with Director, MSS regularly to discuss current status of projects and projects of staff members. Incumbent provides regular status reports, both narrative and graphic in detail to report on the group's activities. Problems that fall outside of operating procedures are referred to Director, MSS or resolved jointly with other Information Services members. 

May perform other duties as assigned