Senior IT Manager, Workplace Experience

About the position

You will lead the Service Desk, the most public facing team in Aura IT. As part of this role, you will help identify opportunities for improvement, efficiencies, and collaborate with Aura IT leadership and other business units throughout Aura to drive customer satisfaction to the next level. This role reports to the Director of IT and serves as a liaison between IT and other business units within Aura. To be successful in this position you must have a blend of technical, soft, and business skills with the ability and motivation to identify solutions that will create a more productive workplace.

Responsibilities

• Oversee the Service Desk function to ensure high quality support and a positive customer service experience for all Aura employees.
• Develop the implementation, monitoring and operational support for end user devices including endpoint computing, cloud/virtual PCs, client security, audio/video conferencing support, OS configuration and patching, Google productivity suite, etc.
• Mentor and develop Desktop Engineers and other workplace services personnel by guiding them in handling complex support issues and continuous improvement efforts.
• Manage the IT Asset Management process for all Aura IT systems including database accuracy, periodic review, documentation, system lifecycle, and vendor management.
• Manage sourcing contracts and ensure delivery of endpoint computing services to meet the service levels and KPI’s, while ensuring compliance with safety, quality and security standards.
• Develop and execute a long term roadmap for employee collaboration tools and services, including training and awareness to enable adoption.
• Develop and maintain documentation (budgets, reports, procedures, etc.) and apply KPIs to demonstrate effectiveness, efficiency, and adherence to standards.
• Champion suitable IT solutions by identifying, gathering, and analyzing business requirements then translating them into actionable plans.
• Partner with the People team to design and implement technology-enabled office spaces.
• Actively monitor and assess the value delivered by IT services and projects.
• Identify opportunities for continuous improvement in IT service delivery.
• Advocate for Aura business units’ needs within IT and promote IT's capabilities to the business.

Requirements

• Bachelor's degree in Computer Science, IT, or a related field (or equivalent work experience).
• 7+ years of experience in relevant domain (Engineering, Computer Science, etc).
• 4+ years leading and managing a technical support team.
• Experience with digital workplace technologies (hardware, Operating Systems, services and SaaS tools, VDI, Desktop-as-a-Service, conferencing services).
• Ability to develop and implement service excellence concepts.
• High emotional intelligence (EQ), specifically being an active listener and communicator that can convey complex ideas in a clear, concise manner both verbally and in writing to various levels of leadership.

Nice-to-haves

• Experience with both Jamf and InTune.
• Strong background with structured IT support (ITIL preferred).
• Business development or similar role that frequently communicates with other business units.

Benefits

• Competitive pay.
• Generous health and wellness benefits.
• Retirement savings plans.
• Parental leave.