IT End User Services Manager - IT Operations

IT End User Services Manager – IT Operations

2+ years of Management experience
3+ years of Desktop Support experience
Extensive experience with Windows 10, 11 and macOS 12+
Experience with ITIL fundamentals, SNOW, Jira, and Confluence
Experience with Microsoft Active Directory, Group Policy, SCCM
Experience with Windows, MacOS, and Linux provisioning & operational process
Experience with developing hardware standards, imaging baselines, and develop tools to audit software license consumption
Deliver 24x7x365 IT support with on-call rotation and escalation path

Strong leadership and team building skills with excellent communication and prioritization. Solid common sense thinking with ability to see bigger picture, attention to detail, decision making, and embrace changes
Excel on operational improvement, solid analytical skills, define and maintain process and procedures and distribute to team members
Ensure all staff are trained and following standard operating procedures and providing excellent customer service by resolving request and incidents in a timely and efficient manner
Oversee Executive support staff to ensure team is providing white glove service
Close collaboration with Endpoint Engineering and HRBP Team to facilitate resolution of complex technical and onboard & offboard issues, ensure alignment with business goals and objectives
Establish and monitor KPI metrics to measure service desk performance, including- response time, resolution time, and customer satisfaction. Along with routine forecast and financial reporting on hardware and software ordering and consumption. Work with ITASM and GSM to justify necessary spend
Conduct routine fun imaginative campaign to help drive or promote new services or projects
Position requires to be on-site with <5% travel required as necessary

No preferred qualifications provided.