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VP of End User Services and Digital Workplace Management
4 months ago
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
