End User Services Manager

Military, Veterans and Diverse Job Seekers; West Palm Beach (FL); On-site; USD 90,000 - 120,000; Full time

Job summary

Military, Veterans and Diverse Job Seekers seeks a seasoned Manager of End-User Support to lead a team at the corporate headquarters. You will develop and implement policies for end-user services and ensure SLAs are met across the enterprise.

You will build strong relationships with stakeholders, manage vendor engagements, and report on performance metrics. A bachelor's degree in CS or related field and 5+ years' experience in corporate end-user support are required.

Qualifications

• Requires a Bachelor's degree in CS or related field or equivalent work experience.
• At least 5 years managing technical support teams.
• Experience managing end-user support services in a corporate environment.
• Understanding and applying service management methodologies (ITIL or similar).
• Knowledge of current technologies and best practices in IT.

Responsibilities

• Manage and lead a team of technical support professionals who provide end-user support to associates at the corporate headquarters.
• Develop and implement policies and procedures for end-user support services.
• Ensure end-user support services meet established SLAs.
• Develop and maintain relationships with key stakeholders across the organization.
• Manage vendor relationships related to end-user support services.
• Develop and maintain metrics to measure the effectiveness of end-user support services.
• Provide regular reports on performance to senior management.
• Responsible for End User Device procurement and distribution across enterprise.

Skills

End-user support leadership

Service management

Stakeholder management

Vendor management

Team development

IT industry best practices

Education

Bachelor's degree in Computer Science or related field

Job description

• Manage and lead a team of technical support professionals who provide end-user support services to associates at the corporate headquarters location.
• Develop and implement policies and procedures for end-user support services.
• Ensure that all end-user support services are delivered in accordance with established service level agreements (SLAs).
• Develop and maintain relationships with key stakeholders across the organization.
• Manage vendor relationships related to end-user support services.
• Develop and maintain metrics to measure the effectiveness of end-user support services.
• Provide regular reports on the performance of end-user support services to senior management.
• Responsible for End User Device procurement and distribution across enterprise.

Qualifications:

• Bachelors degree in Computer Science or related field or equivalent work experience.
• 5+ years of experience managing technical support teams.
• Experience managing end-user support services in a corporate environment.
• Understanding and application of service management methodologies
• Understanding of current technologies and best practices in the information technology industry
• Positive team attitude with ability and desire to help the team continually improve