VP, End User Services and Infrastructure

2 months ago

Peabody, United States Harvard Partners Trusted IT Advisors Full time
The Vice President of End User Services is part of the Information Technology functional area and is responsible for:
  • Managing the End User Services and Infrastructure team which consists of internal and external resources that provide 24X7 technical support for end users. End users and offices are currently located in the US, Europe, and APAC regions.
  • Acting as a resource and an escalation point for the Service Desk, managing end users and executive incidents, requests, and projects to ensure delivery to SLAs.
  • Overseeing the Incident Management process and ticketing system.
  • leading user/customer-centric teams and delivering on continuous service improvement initiatives, including 3rd parties.
  • Running IT services in a Service Management environment (ITIL, etc.) using expert working knowledge of key practices (incident, problem, change, service request, etc.).
  • Measuring service performance to agreed SLAs and creating reports for stakeholders - with supporting context/narrative.
  • Solving complex problems for users through the use of technology - reviewing highly complex facts or situations requiring analysis, interpretation, or comparison of a range of options.
  • Supervising and direct line management of one, or more teams including (but not limited to) - recruitment, capability and performance, training, leadership, and motivation.
  • Management of financial budgets for your portfolio of services including development and monitoring of budgets.
  • Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive, and/or contentious information, able to communicate complex technical information in a simple way to stakeholders.
  • Strong technical knowledge and ability to keep ahead of digital and technology initiatives.
  • Preferred experience with Office 365, SharePoint Online, Active Directory, Cisco Collaboration, Microsoft Teams, Wrike, and Azure.

Primary Responsibilities:
  • Oversee the Service Desk team and act as a point of escalation for management and the business on high-priority requests and incidents.
  • Provide support and guidance on end-user issues and requests.
  • Act as a mentor and leader for the team, driving performance and process improvement.
  • Monitor ticket traffic to evenly distribute workload and ensure delivery to SLAs within the business.
  • Maintain Service Catalog and hardware standards for end users.
  • Review and approve purchases for end-user hardware.
  • Communicate end-user notifications of planned maintenance and outages.
  • Provide oversight of executive support, including quarterly board meetings and earnings calls.
  • Establish and maintain the Knowledge Base for end users and IT users.
  • Act as an Incident Manager for high-priority issues to ensure timely resolution and communication with the business.

Qualifications:
  • Relentless focus on user needs and experience.
  • Problem-solving mindset - focusing on improving outcomes.
  • Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meet the diverse needs of stakeholders.
  • Able to work well within a busy environment.
  • Ability to work autonomously and delegate appropriately.
  • Minimum of Bachelor’s degree preferred.


About Harvard Partners Trusted IT Advisors:

Harvard Partners is a management consulting firm focused on helping companies more effectively leverage their IT investment. We engage with the C-Suite and Technology Team to help them better understand their IT infrastructure and process in order to align the technology strategy and organization to reach the firm’s strategic business goals.Some of our practices include:• Program/Project Management and "PMO as a Service"• IT Assessments• Business Continuity/Disaster Recovery• Optimized Infrastructure• Concierge Managed Services• Data Center Strategy, Transformation, and Migration• Cloud Management Programs• Security Assessments and Remediation• Staffing, technical & tacticalWorking with the client’s staff, vendors, and consultants, we deliver supportive and collaborative engagements where direct dialog, simplified reporting, productive meetings, and clear responsibility and accountability encourage active participation resulting in consensus-based business outcomes.

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