End User Support Manager
East Aurora, New York
Full time role
Job Description
The Manager, End User Computing is responsible for the daily management and operations of all end user devices and peripheral equipment. Responsibilities also include the design, architecture and management of the end user computing platform, developing and maintaining technology standards based on industry best practices, managing a technology roadmap, and proposing and developing new solutions based on business strategy. The Manager will work with the broader IT and business organization to deliver solutions, serve as a subject matter expert in end user computing technology, manage governance and compliance to the standards, and drive focus on delivering an excellent customer experience. The Manager's organizational duties will include hiring of personnel, managing resource demand and capacity, staff performance management and talent development.
- Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
- Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency
- Establish metrics to measure efficient use of existing systems and resources
- Activity Monitor team performance to ensure service levels and expectations are being met
- Provide leadership/support to ensure projects are staffed appropriately and timelines are met
- Manage staff of DSS engineers including effective on-call scheduling, performance coaching as well as the creation of personal development plans identifying opportunities for improvement to insure business needs are met.
- Monitor ongoing staff performance, identify and communicate opportunities for improvement
- Work closely with field services staff to ensure proper escalation of technology issues
- Author or assist team in the publishing of written requirements definitions for aspects of assigned projects
- Document assigned business process flows and use-case scenarios
- Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met
- Performs other duties assigned.
- Able to create and pull ServiceNow reports, dashboards and analytics to better serve the user community and report to client.
Qualifications
Requirements
- Bachelor's degree or equivalent experience/relevant certification in business management or information systems management required.
- 8+ years of professional IT experience with increasing supervisory experience.
- Comprehensive experience in analyzing complex functions, procedures and problems to find creative, logical and appropriate solutions required.
- Experience managing Active Directory policies required.
- Extensive knowledge of PC operating systems and registry management required.
- Comprehensive understanding of PC hardware, software, operating systems, directory services, printing and applications required.
- Experience with wireless device management required
- Experience with software distribution systems required.
- Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting required
- Experience with Anti-virus management consoles and troubleshooting required.
- 24 x 7 x 365 support requirements. Available to work after hours and weekends, as required.
Preferred
- MCA or MCSE certification by accredited facility preferred
- Experience with Anti-spy-ware solution preferred.
- ITIL or formal Service management training preferred.
Regards
...@hcl.com