Manager, End User Services

Job Responsibilities

• Supervising and guiding internal and 3rd party Service Desk, Desktop Support and Access Admin teams to ensure consistent quality is provided across the corporation;
• Ensuring the maintenance of high levels of availability of meeting room technology, printers, desktops and mobile devices;
• Implementing and monitoring the adherence to ITIL processes and identifying opportunities for process improvement;
• Maintaining relationships with key vendors to ensure effective support and management of product roadmaps;
• Ensuring asset management tools are being used and configuration items are being tracked and reported on;
• Guiding the process of setting end-user computing standards;
• Creating metrics and providing statistical evaluation to allow for continual service improvement (CSI);
• Coordinating all end user computing services, operational activities, processes and resources;
• Providing value to the creation and ongoing maintenance of critical end user computing service roadmaps;
• Participating in the maturation of operational standards, processes and procedures in an ongoing effort to achieve service excellence;
• Managing, mentoring, fostering and developing the group of direct reports through strong leadership and a commitment to the success of the IT organization;
• Working with project managers and system stewards to oversee Transition to Operations process and ensure that support plans are documented for new and upgraded or enhanced services.

Requirements

Required:

• University degree in computer science, business administration or a related discipline or the equivalent combined with extensive directly related experience working in a Client Service or End User Computing area;
• Minimum 5 years of experience in managing, planning and provisioning of end-user computing services (Service Desk and Deskside);
• Experience in implementing IT Service Management (ITIL) best practices;
• Proven team leader and team builder, with ability to motivate people and foster a positive team environment;
• In-depth knowledge of end user computing technologies;
• Excellent customer service skills and the ability to understand the needs of clients and ensure delivery of quality service;
• Advanced problem solving skills and the ability to develop creative solutions;
• Ability to work comfortably in a fast-paced, ever growing and changing environment;
• Demonstrated experience and ability to lead, motivate and coach operational support teams;
• In-depth knowledge of Windows desktops, mobile device management, printer platforms, IT procurement and asset management.

Knowledge, Skills, And Experience

Required:

• Cleared criminal history (background) and satisfactory reference checks;
• This position is not eligible for employment-based visa sponsorship.

Benefits

Company benefits include:

• Medical
• Dental
• Vision
• Paid Time Off (PTO)
• Free Parking