Manager, End User Services

Job Summary

The Manager, End User Services directs and manages Helpdesk operations in all facets of user support, including provisioning and management of CFC’s Digital Workplace (employee desktop, mobile and telecom technology).

About the Role

This role manages the Helpdesk team members and service providers responsible for the technology support of all CFC employees and contract personnel.

Responsibilities

• Provides leadership and expertise to the Helpdesk team, managing team resource assignments, projected task completion dates, and prioritization of activities based on business impact.
• Responsible for the daily assignment, management and support of end user requests, incidents and change tickets, including effectively and efficiently managing complete lifecycle of end user requests for technical assistance while meeting SLAs for incidents and requests.
• Cultivates strong relationships with end users throughout the organization and provides timely and effective communication to users on behalf of the Helpdesk and IT, as well as acts as an operational liaison with business users as needed.
• Captures and coordinates the provisioning, configuration, asset management and regular system updates and upgrades of CFC end user devices.
• Supervises the administration of tools and processes for the provisioning of secure, well-managed, and consistently configured user technology.
• Oversees conference room for A/V equipment and employee use of all related technology.
• PARTNERS WITH BTS ENGINEERING AND OPERATIONS TO ENSURE OPTIMAL USER TECHNOLOGY AND BUSINESS REQUIREMENTS SUPPORT IT ENGINEERING AND CYBERSECURITY INITIATIVES.
• SEES FOR CONTINUOUS IMPROVEMENT IN TOOLS AND PROCESS AUTOMATION.
• ASSIGNS AND OVERSEES TEAM PROJECTS.
• OVERSEES NIGHT/WEEKEND ON-CALL SUPPORT ROTATION.

Requirements

• EDUCATIONAL REQUIREMENTS: Bachelor’s degree in information technology, engineering, or management
• MINIMUM EXPERIENCE: Six (6) years in information technology with two (2) years leading a critical enterprise help desk.
• EXPERIENCE LEADING THE SUPPORT OF AN ENTERPRISE VIRTUAL DESKTOP INFRASTRUCTURE.
• EXPERIENCE WITH PROVISIONING, ASSET MANAGEMENT, AND SUPPORT OF DIGITAL WORKPLACE TECHNOLOGIES.

Qualifications

• PREFERRED EXPERIENCE: Experience supporting telecom and conference room technologies.

Skills

Seeking for continuous improvement in tools and process automation.

Benefits

The expected base salary range for this position is $120,000 – $162,000, with the final offer determined based on factors such as experience, scope of the role, and demonstrated skills and competencies. In addition to base pay, CFC offers a comprehensive Total Rewards package, including an annual incentive opportunity, designed to support employees’ well-being and long-term success. Benefits include an employer-funded pension plan, 401(k), medical, dental, and vision coverage, and a generous paid leave program. Employees also have access to an onsite fitness center and a collaborative, professional work environment.

Learn more at www.nrucfc.coop.

CFC is an Equal Opportunity Employer committed to fostering a diverse and inclusive workplace.