What you’ll be doing...
The End User Support manager (ROW) is responsible for managing the team that provides support IT support to Telematics users located in all international locations. This individual will support a team consisting of 7-10 individuals located in our Europe locations and other areas like Australia and New Zealand around the globe.
Leads the teams responsible for the support of all end-users in all US locations.
Ensures that the day-to-day operations of the Help Desk are organized and that there is sufficient coverage at all times for end-user support.
Implements and enforces supports standards and procedures for hardware, software, and imaging systems for the organization.
Ensures the flow of the EUS processes are continuously improved to ensure end-user satisfaction.
Participates in the recruitment, discipline, performance planning/reviewing, scheduling, and morale of team members.
Assists in creating, implementing, and administering strategic plans, tactical plans, and corporate budgets for Technical Services.
Performs other related projects and duties as assigned.
Provides Tier 2 support for issues escalated by his/her IT Operations administrators
Manages the team’s implementation of corporate image deployment for workstations
Manages team to an ITIL/ITSM standard
Leads and administers IT equipment inventory system, associated processes and adheres to SOX compliance rules.
Function as Team Lead for complex projects assigned to IT Operations.
Work with and facilitate IT Operations initiatives with other Global IT departments (i.e. Infrastructure, Security, Development, Systems, Data, Delivery, etc.)
Creates and administers training syllabus and provides initial and recurring training for current IT Ops Admins on departmental policies and procedures
What we’re looking for...
Bachelors degree in related discipline or equivalent
3 to 5 years experience in managing end user support functions
Excellent technical, analytical and organizational skills
Excellent verbal and written communications skills with ability to tailor communication and style to differing audiences
Excellent troubleshooting skills
Experienced with ITSM/ITIL frameworks (implementation of such frameworks a plus)
Experience with ITSM applications like ServiceNow a plus.
Ability to work on multiple tasks simultaneously with various team members and/or other groups both internally and externally
Ability to effectively engage in high level, self-directed time management and prioritization of workload
Ability to grasp new technology quickly and thoroughly
Understanding of applicable laws and regulations as they relate to IT.
Excellent written and oral communication skills.
Must be able to mentor, coach and inspire others
Ability to work independently and as part of a team.
Ability to travel both domestically as needed
Up to 30% International travel is required
Occasional Weekend or after hours work as required