Assistant Manager, End User Computing Services

GXO Logistics•Hanahan, SC

About The Position

This role will support the recently announced GXO part of the organization, which represents the intended spinoff of our global contract logistics business. GXO stands for ‘Game Changing Opportunities’; with ~100,000 people comprising GXO’s global team, we are on a journey toward a new era, together. We’re a bold, future-focused company, driven by technology. If you’re excited about reaching your full potential, we have an opportunity for you. As the Manager, End User Computing (EUC) Services, you will be responsible for leading the efficient delivery of site support services to business units and end users. You will also oversee daily operational activities while partnering and collaborating with other technical managers to create a highly efficient, cost-effective IT support model that strives to exceed customer satisfaction objectives.

Requirements

Bachelor’s degree in business, MIS or IT or equivalent related work or military experience.
5 years of experience managing EUC teams defining and delivering technical solutions and day-to-day tech support in a global enterprise environment.
Experience in defining EUC service models and standards.

Nice To Haves

ITIL certification and Service Desk/Help Desk management experience.
5 years of cross-functional business management experience including IT infrastructure services, logistics and/or supply chain management, IT solutions development, technical project management, vendor management, and customer relationship management.
5 years of experience supervising people and leading projects and processes.
7 years of experience working in a customer service support or technical support role.
Experience with implementing ITIL processes.
Working knowledge of financial accounting and HR practices.

Responsibilities

Define, build and lead a world-class EUC Engineering team and associated technical platforms.
Design, implement and support global EUC platforms including O365, AzureAD, SCCM, Microsoft Identity Manager.
Identify user requirements and opportunities for innovation to deliver a state-of-the-art IT experience to the user population.
Work creatively with all IT teams to define technical standards and ensure they are consistently deployed and maintained.
Handle escalations and engage with the right resources to resolve any incidents.
Develop an effective and workable framework for managing, reporting and continuously improving customer service; establish benchmarks for measuring performance and efficiency of services and provide analytics on KPIs, SLAs and trends.
Provide world-class support to our internal customers/end users; support Dell/HP/Apple hardware, Office 365, Active Directory, DNS, DHCP, Adobe Products, VOIP, A/V equipment and more.