The IT Manager of End User Operations leads the team focused on the delivery and support of our IT End User Services within Venerable, which includes the Service Desk, Microsoft 365 environment, AWS Workspaces, Laptop and Video Conferencing environments. Directly responsible for the results that the team produces. May contribute to the team's results as an expert level resource. Manages team's priorities, allocates resources appropriately, resolves skill gaps, and other team management activities. Contributes to the department and project budgets as applicable.
Principle Responsibilities:

• Leads the delivery and support of all IT End User Services (EUS) within Venerable
• Manages Venerable's Office 365 Environment
• Accountable for Executive Level Support
• Serves as point of contact and/or escalation for the customer
• Communicate customer risk and concerns to team leaders and upper management
• Create job aids and documentation for the customer as requested
• Responsible for Venerable laptop and Workspace (VDI) Environment
• Delivers support for Venerable's video and audio conference rooms and printing environment
• Coordinates technology needs for large events within Venerable
• Participates in the remediation of security findings for related technologies
• Responsible for managing EUS staff; hiring, coaching, developing, and performance management
• Managing Service Desk and Service Desk KPI's
• Other duties as assigned

Knowledge, Skills and Abilities:

• Bachelor's degree in Computer Science, Engineering or a directly related field and/or equivalent work experience.
• Five years of progressively responsible experience in IT.
• Demonstrated success in project execution with involvement in multiple major projects or a sustained record of success as an IT services provider.
• Demonstrates superior communication skills; writes and speaks clearly and concisely; presents ideas understandably and persuasively; uses appropriate channels for audience and subject matter.
• Experience running an Office 365 Environment
• Experience managing a VDI (Virtual Desktop Infrastructure) Environment, Cloud based VDI system (i.e. AWS Workspaces) a plus
• Experience with "White Glove" support for Executives
• Video Conference experience using Polycom technology
• Ability to provide IT support under pressure during large events
• Proven ability to effectively coach and develop staff
• Executive level presence
• Proven history of delivering top-notch customer service

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Venerable Values:
Every position at Venerable has responsibility for living out the company's values as described here:
We are Courageous - We think critically, ask "why?" and seek out creative solutions.
We are Curious - We take calculated risks, learn from out failures, and challenge traditional ways of thinking.
We are Connected - We are connected to each other, our customers and our community.