VP of End User Services and Digital Workplace Management

4 weeks ago

New York, United States Shulman Fleming & Partners Full time
Job DescriptionJob Description

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

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