Manager User Support

Summary

This role is responsible for providing leadership and direction for multi-regional IT User Support functions. Manage end-user operations like ticket dispatch, PC Lifecycle, new hire IT onboarding, service request fulfillment, remote user support, and software installation. Generate reports/reporting on metrics, meet key performance indicators (KPIs) / service level agreements (SLAs), lead activities, and organize and prioritize work for others.

• Understanding of ITIL service processes (incident, problem, request, change, knowledge management) as well as demonstrated experience delivering ITIL operations.
• Proven ability to standardize, automate, and optimize cost and performance for a multi-region end-user computing (EUC) desktop/laptop environment, including effective asset and license compliance management.
• Act as a local point of contact when remote resources are required for problem resolution and as an integrator of resources when multiple IT functions are required to solve a customer issue.
• Oversee the team’s performance in solving IT User Support issues via the IT Service Desk System and in accordance with published SLA specifications.
• Establish EUC hardware standards for laptop, desktop, and mobile devices to effectively balance cost, performance, and support requirements.
• Supervise or participate in cross-functional teams to meet corporate goals.
• Other duties as assigned.

• Bachelor’s degree in a related technical IT field. May consider equivalent work experience in lieu of degree.
• 8+ years’ experience in a user support function.
• Prior experience with large-scale EUC management in a multi-region or multi-state environment.
• Deep knowledge of modern workplace tools and processes, such as Microsoft Intune, Windows Autopilot, Screen Connect / Team Viewer, Office 365 & Exchange, SharePoint & One Drive, and Azure-managed applications.
• Information Technology Infrastructure Library (ITIL) Foundational knowledge.
• Travel:
  Up to 5%

Full-Time

Rogers Corporation (“Rogers”) maintains a continuing policy of non-discrimination in employment. It is Rogers policy to provide equal opportunity and access for all persons, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or status as a disabled veteran or other protected veteran, in all phases of the employment process and in compliance with applicable federal, state, and local laws and regulations.