VP of End User Services and Digital Workplace Management

NYC based Private Equity Firm

Full-time role requiring a minimum of 4 days per week in the office.

Reports to Chief Technology Officer

Salary Range: 150k to 200k

This position will play a critical role in the IT organization in ensuring seamless technology experiences for employees across the organization.

This role s responsibilities will include the following:

Strategy and Leadership:

• Develop and execute a strategic vision for end user services and digital workplace management
• Lead a team responsible for delivering exceptional IT support and services to end users by enforcing ITIL standards and best practices for Service Delivery.

Digital Workplace Management:

• Oversee the design, implementation, and maintenance of the digital workplace environment.
• Collaborate with cross-functional teams to enhance collaboration tools, productivity applications, and user experience.

End User Support:

• Manage the end user support function, ensuring timely resolution of technical issues and requests.
• Establish and maintain service level agreements (SLAs) for incident response, resolution and request fulfilment.
• Foster a customer-centric approach to support, emphasizing impactful communication and user satisfaction.
• Promote automated solutions, futuristic toolset, end user training, and self-service.

Infrastructure and Device Management:

• Ensure the security, compliance, performance, and availability of end user devices
  (laptops, iPads, mobile devices, etc.).
• Implement and manage policies related to device provisioning, software deployment, and updates.

Vendor Management:

• Collaborate with vendors and service providers to optimize end user services and the corresponding spend.
  Evaluate and select technology solutions that align with business needs.

Change Management:

• Drive adoption of new technologies and processes among end users
  Communicate effectively about changes and updates to the digital workplace.

Budget and Cost Optimization:

Develop and manage the budget for end user services.
Identify cost-saving opportunities while maintaining service quality.

Qualifications:

• Bachelor s degree in Information Technology, Computer Science, or related field.
• Proven experience (7 years) in end user services leadership, digital workplace management, or a similar technology role.
• Intermediate knowledge and proven experience (5 years) with Microsoft Office 365 suite, Audio/Video technology management, Azure Fundamentals and network technologies.
• Strong leadership skills with the ability to motivate and guide a team.
• Knowledge of industry best practices, emerging technologies, and trends.
• Excellent communication, critical thinking, problem management, and stakeholder management