Manager-End User as a Service

Manager-End User as a ServiceRemote - United StatesJR009990

Accomplishes department objectives by managing staff; planning and evaluating department activities.

Key Responsibilities:

• Selects and develops staff to ensure all go-live timelines are met and post-live objectives are being met.

• Maintain accurate and thorough documentation of client environments and support procedures.

• Determine appropriate performance expectations and manage across all staff.

• Drive team to achieve all KPI's and associated metrics.

• Responsible for directing and executing day-to-day operations including managing escalations associated with client reported incidents, requests & changes.

• Drive customer satisfaction with focus on continuous improvement.

• Establish strong relationships with clients to gain full understanding of expectations and develop partnerships to achieve common goals.

• Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries.

• Participates in annual budget process, periodic forecasting, and periodic analysis of operations performance.

Required Skills

• 1-2 years' experience in Team Lead, Supervisory or Manager Position within an end user support desk.

• Strong analytical and diagnostic abilities.

• Capability to understand and motivate staff to develop capabilities.

• Ability to quickly adapt to advancing technologies and processes.

• Strong analytical skills with history of determining root cause to shortfalls and creation of associated action plans.

• Must be able to establish strong relationships and collaborate across internal teams and clients.

• Calm under pressure and able to manage major incidents.

• Previous experience with Microsoft specific to Intune, Office 365, SharePoint, OneDrive & Teams.

• Knowledge of Desktop/Laptop/Thin Client hardware support and coordination with 3rd party hardware vendor.

• Understanding of remote software packaging and distribution

JR009990