End User Services Manager

Data-Core Systems, Inc. is a provider of information technology, consulting and business process services. We offer breakthrough tech solutions and have worked with companies, hospitals, universities and government organizations. A proven partner with a passion for client satisfaction, we combine technology innovation, business process expertise and a global, collaborative workforce that exemplifies the future of work. For more information about Data-Core Systems, Inc., please visit https://datacoresystems.com/. 

Data-Core Systems Inc. is seeking End User Services Manager to be a part of our Consulting team. You will participate and effectively contribute to the design, development, and implementation of complex applications, often using new technologies. You will provide technical expertise and systems design for individual initiatives. You will have the opportunity to work with other SME consultants from our existing team.

Responsibilities:

• Hire, train, lead, and manage the staff of the IT Service Desk, IT Desktop Support, Central Print, and Imaging teams, providing leadership, mentoring, and coaching for staff development and succession planning.
  
• Provide oversight of all day-to-day operations of all subordinate teams, ensuring that all Service Level Agreements (SLAs) are metcollaboration with the wider IT management team.
• Serve as the process owner of the IT Service Management functions, leading the response to any major incidents involving end-user technology that arise.
• Arrange and maintain alternative work locations to support continuity of operations in the event of a disaster.
• Establish and manage relationships with end-users, vendors, and suppliers of end-user service solutions.
• Manage and oversee projects managed by end-user services staff; assign staff to projects as required.
• Manage outsourced contracts and resources.
• Participate in cross-hierarchal teams and contribute to improving services across agency lines.
• Effectively work with all levels of management and staff to improve processes and procedures.
• Provide other technical support as required.

Supervisory Responsibilities:

• Carries out supervisory responsibilities in accordance with the organization's policies and applicable laws.
• Interviewing, hiring, and training employees.
• Planning, assigning, and directing work.
• Appraising performance; rewarding and disciplining employees.
• Addressing complaints and resolving problems.

Skills and Experience:

• Knowledge of Altiris and future ITSM tools.
• Ability to learn new technologies and to mentor others in learning new technologies.
• Excellent verbal and written communication skills and superior organizational and project management skills.
• Ability to manage competing priorities and to lead other staff effectively and independently in a fast-paced team environment where priorities can rapidly change.
• Demonstrated troubleshooting, analytical, and customer service skills.
• Ability to prioritize own work activities with minimal guidance and coaching and to complete complex projects indepependently with minimal oversight and direction.
• Ability to ascertain and meet customer expectations; solve complex problems through discovery and analysis with minimal guidance, develop and manage detailed and accurate work plans and appropriately communicate work plan risks and impacts to management.

We are an equal opportunity employer.