End User Support Manager Desktop Modernization

About the position

The End User Support Manager is a hands-on technical leader responsible for managing a team of support technicians to deliver desktop services. This position interfaces with end user support directors, managers, and technical staff to resolve escalations and to coordinate the communication of service status. This position is also responsible for system administration and technical support for the application and hardware installed in support of all University business units.

Responsibilities

• Manages overall day-to-day operations of the end user services team to ensure the highest level of commitment to our customers
• Develops and matures IT service delivery processes, including establishing tracking and reporting of service metrics and success measures with a focus on service operation and transition
• Collaborates to create, maintain, and implement operational processes, IT policies, and help-related materials for users on a regular basis
• Provides technical and managerial support to the end user support team towards incident resolution and recovery
• Establishes clear goals and performance objectives that are aligned to the organization's vision, strategic direction, and university's mission; inspires and drives high performance and collaboration; measures performance against results and rewards initiative, innovation, discipline, and operational excellence
• Establishes and maintains constructive relationships with internal business partners to understand customer needs and drive continuous improvement of IT processes
• Establishes and maintains regular communications with IT Leadership regarding service delivery, initiatives, performance, concerns, etc.
• Provides day-to-day supervision, coaching, and leadership to the end user support team members that reflects commitment to highly effective and efficient services and support
• Coordinates computer hardware, software and equipment acquisition, installation, and maintenance; maintains up-to-date and comprehensive hardware/software inventory
• Minimizes compliance concerns while enabling the business to perform their roles
• Performs other duties as assigned

Requirements

• Bachelor's degree
• Five years of related work experience
• Previous experience supporting a large Enterprise organization with a complex application portfolio
• Experience with Windows active directory, LDAP, and group policies
• Experience with enterprise deployment and imaging technologies (SCCM, PXE, JAMF)
• Experience with iOS, Android, and Windows Phone support, and mobile device management solutions
• Experience with enterprise-class infrastructure and systems, including Active Directory, MDM, SSO, MFA, Cisco, Palo Alto Networks, Firewalls, VPN