As the Manager of End User Support you will be responsible for leading the internal team and managing external service providers to achieve the highest level of end user service and support possible for laptops, desktops, and mobile devices.
What You'll Do- Manage and coordinate the planning, design and implementation of Service Desk support models to cost-effectively achieve the highest levels of end-user service
- Achieve objectives by contributing service information and aligning recommendations to strategic plans and reviews
- Prepare action plans, implement productivity, quality, and service standards, resolve problems and complete audits
- Identify customer service trends via surveys and industry data
- Determine and implement system improvements for internally managing and tracking service desk tickets and their resolution
- Structure call routing, online portal and email processing parameters for maximization of staff and service levels
- Analyze business unit interaction traffic patterns, forecasting, what-if analysis and scheduling
- Develop a performance management process for the department with a focus on meeting/exceeding SLAs and continual service improvement
- Monitor and report on new and resolved "tickets" related to the services provided
- Meet financial objectives by forecasting requirements, preparing an annual budget, scheduling expenditures, analyzing variances, and initiating corrective actions
- Ensure that all Service Desk support processes are properly aligned, integrated, and tested to conform to ITIL methodology and that a broad customer-centered approach is applied with the ITSM Service Delivery Model
- Maintain a central repository of information (Knowledge Base) to assist the Service Desk personnel in troubleshooting and resolving a wide array of problems
- Identify and lead working relationships with external service providers and implement automation and leading-edge technology best practices
- Perform other responsibilities as requested by leadership
What You'll Have- Bachelor's Degree in Business, IT or related field
- 10 years' administration of desktop environments and workstations, preferably in a multi-site, IT Service Management-driven environment
- Prior experience providing/managing customer service and/or technical support in a contact center environment
- Advanced ITIL v2 or v3 and/or ISO 20000 (collectively, IT Service Management "ITSM") certifications preferred
- Experience managing Incident and Problem Management processes
- Experience in the following preferred: Contact Center Management, Customer Service, Managing Processes, Process Improvement, Project Management, Staffing, Planning, Tracking Budget Expenses, Analyzing Information, Developing Standards, Service Desk Experience
- Excellent interpersonal, written, verbal, presentation and time management skills
What You'll Get- Benefit Package including Medical, Dental and Vision Coverage
- 401K w/ Company Match
- Voluntary Life & AD&D Insurance and Short-Term and Long-Term Disability
- Vacation/Sick Time and Paid Holidays
- Potential Bonus Opportunities
- Career Development Opportunities
- Employee Discounts
- Weekly Payroll
Work Environment- Work is performed in a typical indoor office environment
- Flexibility to work various schedules and stay late when necessary with little or no notice
- Must be able to read documents, use a computer, communicate verbally and in writing
- Mobility required within an office, warehouse and construction site environments
- Ability to occasionally lift up to 20 pounds
