Sr. Manager, End User Services

Vertiv • Westerville, OH

253d

About The Position

Managing a team of End-user support analysts and/or assistants. Teams are responsible for providing in-person assistance to employee end users including: maintaining and troubleshooting a range of user problems (PC hardware/software/LAN/voice network); diagnosing problem sources through discussions with users and coordinating with internal support teams and/or vendors; acquiring, installing, and upgrading PC components and software; responding to service outages and other problems; and training users on new technology and software.

Requirements

• Bachelor's Degree or equivalent management and technical experience required.
• 10 years in IT, with 5 years in a supervisory role.
• ITIL v3 Foundation Certification required.

Nice To Haves

• ITIL Practitioner Certification.
• Proficiency in Excel and PowerPoint.
• Deep technical expertise in PCs, printers, OS, applications, and networks.
• Proven leadership and ability to drive high-performing teams.
• Experience working with senior leaders and delivering world-class service.
• Demonstrated ability in continuous process improvement and innovation.

Responsibilities

• Define, set, and implement Standard Operating Procedures (SOPs) regarding end user support, onboarding/offboarding, and PC deployment/reclamation to ensure globally consistent processes.
• Drive continuous improvement initiatives through Vertiv Operating System (VOS) principles and automation to improve efficiencies for users and support teams.
• Lead Level 2 (deskside support) projects, programs, and day-to-day support activities.
• Manage vendor relationships related to PC support, deployment, printers, and other IT equipment.
• Own business escalations and assign appropriate resources to resolve issues effectively.
• Mentor staff, conduct performance reviews, and manage overall team development.
• Monitor Level 2 service ticket performance and implement actions to resolve issues and enhance performance.
• Set, monitor, and review team and individual objectives aligned with performance metrics.
• Accountable for meeting or exceeding service level standards.
• Perform other duties as assigned.

What This Job Offers

• Industry: Wholesale Trade Agents and Brokers
• Education Level: Bachelor's degree