3 Sr Manager- End User Services Jobs in Kennesaw, GA
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Sr Manager- End User Services
$106k-144k (estimate)
Full Time
2 Weeks Ago
ArrowCore Group is Hiring a Sr Manager- End User Services Near Kennesaw, GA
Title: Sr Manager- End User Services Location: Kennesaw, GA Duration: PERMSummaryThe End User Services Leader is responsible for delivering outstanding Service Desk and Desk Side service delivery by managing and advancing the response and support of end-user requests and computing issues. The Leader will set the strategy, objectives, and KPIs for our North America's Service Desk and Desk Side service delivery operations, will have strong experience coordinating Incident, Change, Problem Management and other key ITIL processes, will work alongside other IT professionals and business executives and will foster relationships with key stakeholders and end users by becoming a champion of end-user satisfaction. In addition, the leader will closely manage outsourced vendors for the delivery of services per SLA , increase adoption of service and request catalog and continually improve the new hire onboarding and orientation process.
Primary Responsibilities/Accountabilities Of The Job
Qualifications & Experience Experience:
Skills
Primary Responsibilities/Accountabilities Of The Job
- Responsible for the Service Desk and accompanying Desk Side Support Teams . Perform trend analyses, and develop action plans for improving service timeliness and reducing costs.
- Manage the planning, design, documentation and implementation of end user computing platform, operating system, enterprise software, and peripheral upgrades to improve services provided.
- Define and establishes goals, priorities, and standards for providing end-user computing services and support to ensure services are delivered effectively and timely at all the sites globally.
- Build relationships with key Business Partners and all IT units to ensure that IT-delivered services and end-user productivity goals are understood and exceeded.
- Leverage service desk best practices and process frameworks, such as the Information Technology Infrastructure Library (ITIL) to drive continual process improvement.
- Promote self-service tools, the request catalog and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs.
- Manage Asset Tracking and the deployment of all end user equipment.
- Deliver enterprise projects on time, quality and budget goals according to established Project, SDLC, Change Management and compliance methodologies.
- Provide differentiated world-class, white glove, anytime service levels to executive VIPs
- Implement, manage and communicate results of end-user satisfaction surveys, and develop action plans to address areas needing improvement.
- Prepare cost analyses, budget plans and proposals as needed.
- Be an active member of the change and problem management teams responsible for increased call avoidance, improved asset use and decreased end-user downtime.
- Stay abreast of trends in service desk operations, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services.
Qualifications & Experience Experience:
- 8-10 years prior experience in service desk management
- Knowledge of IT service desk tools and best practices (required)
- Strong experience with Service Now Platform ITSM, SPM, ITOM
- ITIL Certification
Skills
- Strong technical knowledge of enterprise applications, tools and operating systems, including: Windows, Mac OS, MS Office, MDM tools, ServiceNow, AD and GPOs, conferencing systems, file sync and share tools, etc.
- Strong technical knowledge in providing 24/7 support, including a global remote user base.
- Demonstrable experience establishing a positive and professional working relationship with service delivery vendors, aligning objectives, goals and strategies while measuring and enforcing accountability
- Experience in streamlining Service Desk and Desktop support functions, including asset management, software management, software deployment and patch management.
- Proven track record of developing, managing to and reporting on SLAs.
- Experience in internal, external, and Sarbanes-Oxley audits
- Demonstrated progressive experience in the management of a technical support team
- Experience with security incident management/resolution
- Strong communication and reporting skills
- Proven troubleshooting skills (required)
- Ability to present ideas in user-friendly language to non-technical staff and end users.
- Proven analytical and problem-solving abilities.
- Ability to effectively prioritize and execute tasks in a high-pressure environment.
- High level of both oral and written communication skills.
- Exceptional interpersonal skills, with a focus on listening and questioning skills.
- Team-oriented and skilled in working within a collaborative environment
Job Summary
JOB TYPE
Full Time
SALARY
$106k-144k (estimate)
POST DATE
06/08/2024
EXPIRATION DATE
07/04/2024
WEBSITE
arrowcoregroup.com
HEADQUARTERS
Roswell, GA
SIZE
50 - 100
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