Manager of End User Experience

Forest Hills Public School District • Grand Rapids, MI

4d • Onsite

About The Position

The Manager of End User Experience is responsible for leading a team of support specialists to provide timely, professional delivery of end-user technology services to faculty, staff, and students. The position serves as a champion, advisor, and liaison for all aspects of end-user support, fostering a strong customer service orientation and user-centered focus within the team. The Manager aligns team activities with the department's strategic objectives and business processes to deliver exceptional service to the district. They coordinate key processes, including incident and problem management, knowledge management, service design, and performance analysis. The Manager works closely with the Director of Technology and other district leaders to drive cultural and technological transformation, promoting a collaborative, innovative, and inclusive culture within the Technology Department.

Requirements

• Leadership and Management (35%)
• Operations and Service Delivery (30%)
• Customer Service and Relationships (25%)
• Professional Development and Support (10%)
• The employee is frequently required to remain in a stationary position for long periods.
• The employee is also required to move about the building and required to open and close filing cabinets, operate office equipment and computers.
• While performing the duties of this job, the employee is required to stand, walk, sit, use hands to finger, handle, or feel, reach with hands and arms, climb or balance, stoop, kneel, crouch, or crawl, talk, hear (in a quiet or noisy environment).
• The employee must occasionally lift and/or move up to 40 pounds.
• Specific vision abilities required by this job include close vision, distance vision and ability to adjust/focus.
• The employee may travel to remote locations including other buildings.
• The employee spends a majority of their time communicating with staff and administrators and must be able to exchange and record accurate information in these situations.
• The noise level in the work environment is consistent with an office environment and is usually quiet but frequently busy.
• This position is frequently required to interact with staff and with the public, which requires courtesy and discretion.
• A professional appearance and telephone manner is essential.
• The successful candidate will be able to multi-task and make independent decisions using sound judgment.
• Mental Functions: While performing the duties of this job, the employee is required to compare, analyze, communicate both orally and in writing, copy, coordinate, instruct, compute, synthesize, evaluate, use interpersonal skills, compile and negotiate.

Nice To Haves

• Bachelor's degree in IT or a related field; or equivalent specialized training and experience
• Proficiency in developing training materials and applications
• Experience in technical support and group/individual training delivery
• Ability to independently investigate issues, collect data, and troubleshoot problems
• Strong communication, interpersonal, and customer service skills
• Commitment to user-centered computing solutions
• Demonstrated leadership and management abilities: Autonomy and collaboration in a team environment
• Capacity to manage multiple initiatives
• Effective with minimal oversight
• Excellent organizational skills: Attention to detail and accuracy
• Manage assignments and meet deadlines
• Prioritize and schedule work efficiently
• Flexibility to adapt to rapidly changing priorities

Responsibilities

• Oversee day-to-day operations and management of the End User Experience team
• Set goals, priorities, and ensure staff training and development
• Conduct performance reviews for supervised employees
• Support Director in developing strategic end user computing objectives
• Maintain end user standards and device refresh program
• Manage the complete end user computing environment
• Oversee end-to-end device lifecycle management
• Continuously assess and improve policies, procedures, and services
• Plan, prioritize, and manage End User Computing team activities
• Analyze performance, identify problems, and devise solutions
• Design and monitor request handling and escalation procedures
• Track and analyze service trends, generate reports
• Ensure excellent technical support and customer service
• Measure and report on customer satisfaction
• Resolve operational or service issues as needed
• Build collaborative campus partnerships
• Raise awareness of IT services and emerging technologies
• Enhance end user training and development opportunities
• Stay informed of current and future trends in IT service management
• Represent the Technology Department on working groups and committees
• Support Director in gathering information for reports and projects
• Perform other duties as requested

Benefits

• In accordance with the Supervisor Agreement.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree