Manager, End User Services

Role Overview

You’ll be responsible for direct supervision of the Service Desk and End User team and related operations/projects. You will ensure that service and support is provided to our customers at agreed upon levels and expected quality. You’ll have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions.

• 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.
• Order, receive and process invoicing for hardware, software and services.
• Identify, measure and report on key performance indicators that produce desired results.
• Identify areas of opportunities, propose and implement solutions.
• Improve effectiveness of the team members by promoting an environment of knowledge sharing.
• Manage spend against the Service Desk budget/cost center.
• Other duties as assigned.

• Strong communication and relational skills with the ability to work with a wide range of audiences.
• Strong leadership with the ability to motivate the team.
• Experience with developing and managing metrics.
• Strong analytical and problem‑solving skills, with an ability to handle multiple priorities.
• Proven ability to prioritize, multi‑task and adapt to a fast‑paced team environment.
• Attention to detail is critical, as is being observant and following directions.
• Problem‑solving and creating solutions to drive a course of action.

• Bachelor’s degree in Computer Sciences or equivalent relevant work experience.
• 3+ years implementing and administering a Service Now environment and applications.
• 3+ years identifying, reporting and managing key performance indicators (KPIs) and service level agreements (SLAs).
• 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.).
• Capable of all physical demands.

• Medical, dental, and vision insurance with flexibility.
• Paid time off and optional 401(k) participation, with company match.
• Company‑paid life and disability insurance.
• Robust Employee Assistance Program.

We are an Equal Opportunity Employer.