Manager - Americas IT End User Computing

Momentive • Niskayuna, NY

137d • $107,000 - $156,750

About The Position

The Manager – IT Regional End User Computing oversees a group of IT Specialists in the Americas including our global Headquarters, large manufacturing sites, and office locations. Primary areas of responsibility include end user support, providing modern devices to employees, elevating employee experience, ensuring site availability and performance, as well as supporting or running projects at the site, regional, or global levels. This role is ~50% management and ~50% individual contributor. Ensures a team of IT specialists and external partners resolves reported issues proactively and follows up on resolution. Reports back to senior management regarding progress and status and coordinates with global colleagues to continue to deliver IT support services. Prioritizes support issues, projects and initiatives as needed aligned with organization, location, region and business requirements. Lead in planning and executing IT projects including coordination with local vendors, partners and site stakeholders and external parties. Has well-developed technical skills and a high-level of customer service-oriented experience with a coaching and mentoring approach to staff management. Is responsible for promoting and enforcing IT policies, policies & standards as well as driving fulfillment for defined KPI’s and SLA’s.

Requirements

• Bachelor’s degree or Advanced degree in IT, Computer Science or related field.
• Ability to work on multiple tasks, dealing with multiple functions and manage multiple resources.
• Proven ability to deliver results under constraint of resources, time and budget.
• Ability to drive process improvements.
• Strong interpersonal skills with the ability to work effectively in a multicultural and multilingual environment.
• Passionate about delivering industry leading solutions, and thrive in a fast-paced, high-energy environment.
• Have a knack for diffusing tense situations, putting stakeholders at ease and instilling confidence.
• Excellent communications skills and proven ability to work effectively with all organization levels.
• High professional ethics and respect administrative policies and committed to deliver IT world class services.
• Deep understanding of PC systems and operating systems, including Office 365 product suite.

Nice To Haves

• 5 plus years of IT manager experience.
• 5 or more years of experience in direct people management.
• Experience in a manufacturing environment including the use of intrinsically safe devices.
• 5 or more years leading end user computing organization supporting PC’s, Windows operating system (Server/Desktop), O365, Application Packaging and Deployment, File, Print Services and Network / VoIP technical experience.

Responsibilities

• 24/7 regional operational ownership of end-user systems including desktop computers, laptops/tablets, peripherals, VDI, remote and wireless access and the associated operating systems and applications.
• Lead a team of IT Specialists in delivering high quality, constantly adapting, excellent end user technology services to all customers including desktop, mobile, and remote.
• Provides direct support to end users, specifically at the HQ location.
• Direct the continuous and secure operation, administration and maintenance of the corporate computing and networking infrastructure at the 24/7 sites in the region.
• Streamline, coordinate, and order IT equipment and supplies following company procurement procedures.
• Coordinate training of new IT regional specialists (internal / external) as needed.
• Partners with the Global Service Desk to ensure IT services are delivered optimally and issues are followed up with urgency.
• Holds others accountable for consistently following through on commitments and ensuring that results are achieved.
• Makes talent decisions (i.e., selection, development, performance management and rewards).
• Manages a budget supporting all PC & peripheral expenses and chargebacks in their region.
• Manages and implements hardware and software Asset Management best practices including regular reporting and audits.
• Contributes to the development of multi-year IT roadmap and strategic planning activities as well as budgeting and forecasting activities.
• Implements and clearly communicate processes regarding Standard Operating Procedure (schedules, after hour support, ticket management and assignment, call escalation).
• Continuously improves processes – independently assess areas of opportunities that increase customer service and staff efficiencies.
• Completes other duties as assigned.

Benefits

• Base Pay Range: $107,000 - $156,750.
• Health, dental & vision insurance, including critical illness coverage and optional orthodontia coverage.
• Paid parental leave for the birth of a child; adoption and surrogacy reimbursement.
• Short term disability with 100% base salary coverage.
• Company funded counseling (EAP) and assistance finding care for children, parents, or pets.
• 25 days of Paid Time Off (PTO) plus paid holidays.
• Additional time off with years of service.
• 401k savings plan with 5% employer match plus additional contribution based on years of service.
• Student debt pay-off program.
• Professional development programs and courses.
• Wellness programs and financial education.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Bachelor's degree
• Number of Employees: 5,001-10,000 employees