End User Support Manager

Role: EUC manager

Location: Durham NC (Onsite)

Duration: Contract

Job Description:

Manage global Infrastructure (Server, Storage, Network, Databases and Firewalls) serving different offices across the world

• Serve as an IT subject matter expert for Global Operations and R&D team and assist business leaders in making right technology decisions.

• Delivery & Client management.

• People/Resource management under SD & EUC services.

• Call & Incident Quality review.

• KB articles management.

• Asset life cycle management.

• Defining KRA & Goals for the associates.

• Be a trusted partner for technologies and provide guidance in the business case development and determining ROI for new projects that require IT support.

• Partner with business stakeholders to create “blueprints” for services that align with overall objectives and manage projects & priorities to budget and schedule as defined.

• Resolve performance and capacity issues when conflicts arise while implementing vision/policies for Change Management, Production Control, and Testing/Review procedures.

• Drive critical projects like Digital Transformation, Cloud services and Fab ramp (expansion) while working closely with Architects, DevOps team, tool integration team to ensure timely delivery of the capabilities

• Ensure customer engagements are met locally and at the enterprise, employees have what they need to be successful in an Agile environment, and risks are understood and managed to ensure operational stability

• Provide strong partnership with different groups within IT including Service Desk, Security, and other teams

This Job is Right for You if You Have (Minimum Requirements):

• Bachelor's or master's degree in computer science, information systems, or related field, or equivalent experience.

• Experience with running operations or application development within Semiconductor Manufacturing.

• 7-10 years of overall IT experience and a record of success supporting a fast-paced business organization, providing technical expertise while applying best.

• 7 years of progressive IT experience in information management and business-related processes, with at least 3 years in a manufacturing project delivery role.

• Strong problem-solving skills with excellent written and verbal communications skills.

• Ability to work with business stakeholders to understand and define requirements for small projects and enhancements.

Preferred Qualifications:

• Must have worked extensively as EUC manager in IT industry And Must have handled large team with technologies including SCCM, NECM, AD, Technologies: Windows Server/Endpoints, VMware, Monitoring, Citrix, Network. Service Now, App Manager, SolarWinds, Cisco UCS, Vinci, Intersight, SCCM/MECM, User State Migration Tool (USMT) etc.

Understand software development cycle / framework like agile, waterfall etc.

• Demonstrated successful management of senior technical professionals with emphasis in the career development of technical and professional employees.

• Experience partnering with Business Units partners in implementing cloud-native applications and delivery pipelines

• Understanding of IT service management (ITSM) techniques, policies, along with establishing SLA's, KPIs and other key operational metrics.

• In-depth experience in ensuring the optimal management of system availability, performance, and capacity management

• Requires excellent writing skills to support document project plans, procedures, policies and general staff, management and communication

• Outstanding verbal communication skills; proven ability to communicate effectively at all levels.

• Ability to provide consultation and expert advice to management.

• Ability to deal with complex difficult problems involving multiple facets and variables in non-standardized situations.

• Experience with and knowledge of IT outsourcing activities in a managed services environment preferred.

• Experience in business systems and process planning specifically in semiconductor or manufacturing industry preferred.

• Strong written and oral communication skills, including the ability to effectively present in front of a large audience