IT Manager, End User Services

Overview: The IT Manager, End User Services, is a hands-on position that supervises and is accountable for a team of technical support professionals providing first-level support in a customer-centric environment. This role includes managing end-user hardware and software issues and lifecycle, managing service performance through the Information Technology Service Desk, and owning tools that support endpoints. This role will be responsible for supervising the daily operations of the helpdesk/ticket queue, monitoring response times, evaluating client satisfaction levels, and ensuring the overall productivity and quality of end-user services. The leader will also be responsible for driving continuous improvement through developing operational processes, automation, managing service levels, and protecting endpoints from security risks and vulnerabilities.Responsibilities:

Essential Job Functions

• Manage the day-to-day operations of the end-user computing team, which includes defining and delivering to service levels.
• Monitor response times, evaluate client satisfaction levels, and make recommendations for improvement.
• Handle escalated issues and performs duties similar to subordinates as staffing needs dictate.
• Execute and/or support the imaging, installation deployment, or troubleshooting of desktops, laptops, mobile devices, operating systems, application software, IP phones, analog interfaces and services, printers, and peripherals (new and upgrades)
• Own and be an advocate for the end-user technology experience.
• Lead process definition and improvements of the end-user support experience from intake to resolution.
• Develop methodologies for root cause analysis of frequent contact types, and drive change in the organization to minimize incoming interactions
• Set industry standard KPI’s and ensure performance meets or exceeds established thresholds for customer service and user experience services.
• Investigate and understand current industry best practices, follow developing trends in end-user support, and work with leadership to determine and implement relevant tools and methodologies.
• Continually mentor, coach, and develop direct reports to meet company goals (short and long term) and drive team engagement.
• Build partnerships and maintain relationships with key IT and business leadership
• Present project status and department initiatives at meetings with management peers. Tracks statistics and provides status and metrics to managers.

Qualifications:

Minimum Requirements, Education & Experience (incl. KSA’s and certifications)

• Bachelor’s Degree in a Technical or Business field
• 5+ years of experience of hands-on technical experience supporting end users in a distributed end user environment
• Requires ability to work a flexible schedule as on call rotation, night or weekend work may be necessary
• 3 years of experience leading technical teams
• Decision making and problem-solving skills
• Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint, Publisher)
• Clear and effective verbal and written communication skills
• Attention to detail
• Organizational skills
• Ability to work in a fast-paced team environment
• Ability to prioritize and multitask

Desirable Criteria & Qualifications

• Team Lead / Management Experience: Organizes, prioritizes, coordinates, and administers the day-to-day activities of the infrastructure team
• Certificates in Project Management
• Continuing Education; including participation in local chapters, associations, and/or organizations