What are the responsibilities and job description for the Manager End User Services position at ARMADA?
Job Title: End User Services Manager
Armada Supply Chain Solutions has been around for more than 100 years and is one of Pittsburgh's largest private companies. We understand that a successful organization starts from the inside. Armada’s culture creates an atmosphere of open planning, innovation, and diversity of thought. The End User Services Team is a dynamic group providing diverse support to employees onsite and employees working remotely. This role will support Armada corporate headquarters and warehouses located across the United States with innovative technologies that support collaboration with our colleagues and customers.
The End User Services Manager oversees the team members responsible for assisting employees and technology that assists in those goals, including the Microsoft 365 tenant. This role involves implementing and optimizing digital initiatives to ensure a seamless user experience across all digital platforms. The manager will lead a team of 2-4 technicians responsible for deploying and supporting end-user products, including laptops, desktops, copiers/printers, and conference room equipment. The team is also responsible for Tier 1 and Tier 2 support helpdesk support.
Key Responsibilities:
• Develop and execute a strategy for delivering collaborative technologies to employees.
• Lead the design, development, optimization, and implementation of end-user experiences.
• Manage helpdesk responding to Tier 1 and Tier 2 issues, and outsourced call center responsible for off hour escalation.
• Manage the team responsible for digital touchpoints, including conference room equipment, desktops, laptops, and other workstation items.
• Support Microsoft 365, including licensing, configuration, and permissions. Manage employee adoption and optimization of usage through employee education.
• Enhance the employee experience when interacting with the IT Service team.
• Monitor and manage end-user equipment and management products.
• Collaborate with cross-functional teams to ensure a cohesive digital experience.
• Analyze user behavior and feedback to identify educational opportunities.
• Monitor and report on key performance indicators (KPIs) to measure the effectiveness of digital initiatives.
• Maintain effective vendor relationships and manage contracted services.
• Assess and improve practices and procedures.
• Provide documentation and guidance on best practices and product usage.
• Stay current on technologies and recommend new products/features.
• Manage service requests for new services, information, or changes to existing services.
• Develop and maintain IT policies, procedures, and documentation related to end user products and services.
• Lead the strategy for Microsoft 365 and collaboration tools.
• Stay updated on emerging technologies and provide guidance and education to employees.
Qualifications:
• Bachelor’s degree in IS, Business Management, Computer Science, or a related field, or at least 7 years of experience in end-user support.
• 3 years of managerial experience with progressive technical management.
• Strong written and verbal communication skills.
• Excellent interpersonal skills.
• Extensive experience supporting Microsoft 365 products, including Admin Center, Entra, Endpoint Manager, Exchange, SharePoint, Teams, and Power Automate.
• Strong project management and organizational skills.
• Creative and strategic problem-solving abilities.
