Manager, End User Services, Information Technology

This position works out of our office in Kettering, OH

The Manager of End User Services is a member of the IT Infrastructure team accountable for direct supervision of the Service Desk and End User team and related operations/projects. In this role, they will manage a team of up to ten individuals and be responsible for their coaching and development. They will ensure that service and support is provided to our customers at agreed upon levels and expected quality. They will have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions.

QUALIFICATIONS & ATTRIBUTES:

• Demonstrates and promotes ASHN Core Values
• 3 years implementing and administration of a ServiceNow environment and applications
• 3 years identify, reporting and managing Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
• 5 years managing a team of five or more technical Service Desk individuals in a high growth distributed environment
• 5 years successfully leading a service/help desk work queue
• 5 years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.)
• 5 years supporting end-user operating system and applications deployments (Windows, Office, etc.)
• 5 years troubleshooting end-user networking issues (wired, wireless, VPN, etc.)
• General knowledge of servers, network infrastructure and cloud solutions
• Demonstrated ability to solve complex technical problems
• Demonstrated ability to define and document standard operating procedures
• Proficiency in at least one scripting/programming language (PowerShell, Batch, Python, etc.)
• Current and/or past Information Technology industry certifications (Cisco, CompTIA, ITIL, etc.)
• High attention to detail with the ability to manage and prioritize competing responsibilities
• Excellent oral and written communication skills
• Strong analytical skills, change management and project management skills
• Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio, OneNote)
• Strong ability to learn and champion new systems and processes
• This position requires a bachelor’s degree in Computer Sciences or equivalent relevant work experiences
• Self-motived and able to deliver results with minimal supervision

MAJOR AREAS OF RESPONSIBILITY:

• Hire, coach, mentor, promote and performance manage direct reports
• Manage incoming customer requests via multiple channels including e-mail, phone and walk-up
• Technical escalation for resolution of complex technical issues
• Establish and maintain effective professional relationships across the business and with external business partners
• Order, receive and process invoicing for hardware, software and services
• Identify, measure and report on key performance indicators that produce desired results
• Define and report regularly on Service Desk Service Level Agreements and environment status
• Communicate service impacting events to customers and stakeholders
• Identify areas of opportunities, propose and implement solutions
• Improve work quality by creating standard operating procedures and gaining adoption
• Improve effectiveness of the team members by promoting an environment of knowledge sharing
• Ensure compliance and adherence to all company policies and procedures
• Manage spend against the Service Desk budget/cost center
• Attends in-office meetings, participates in meetings, and attends educational programs as needed

MANAGEMENT RESPONSIBILITY:

• This position will have 5-7 Individual Contributor direct reports
• Interviewing, hiring, training and termination of department personnel.
• Provides consistent coaching and provides challenge and opportunity to direct reports.
• Supervises direct reports with consistency and clarity of expectations.
• Completes yearly evaluations in an accurate and timely manner.
• Performs coaching, counseling and discipline as needed.
• Works with direct reports to ensure employee satisfaction and resolution of issues and concerns.
• Conducts employee performance reviews.