End User Experience Manager

2 months ago

Cudahy, United States ati Full time

Proven to Perform. From the edges of space to the bottoms of ocean, our materials are proven to perform -- and so is our team. We're hiring high performers as proven as our products. Join us.

ATI is seeking an End User Experience Manager to join the Enterprise End User Services Digital Technology (IT) team. This role will be located in Cudahy, WI and will require minimal travel to support our Forged Products business.

Reporting to the Sr. Director, Infrastructure End User Services, the End User Experience Lead is a member of our Infrastructure and Technology Shared Services organization. The primary responsibility of this position is to lead a local team supporting the Forged Products business unit. This includes all aspects of user and infrastructure support including deskside, mobility, telecommunications, and collaboration technologies. This is a player-coach role that will require hands on activity as well as collaboration with our enterprise EUX team.

A successful candidate for this position is an outgoing and experienced problem solver, influencer, collaborator, and communicator who can navigate and successfully deliver against initial change resistance; and is able to provide proactive support to regional managers and individual contributors located within a geographically disperse global manufacturing environment. A "consultative" mindset with an eye on continuous improvement will be key.

The candidate will also be required to provide leadership and mentorship (a player/coach model) to FP-based EUX team members and serve as primary point of contact to the Sr. Director. In this role, the candidate will be called upon to provide feedback and performance review information on team members supporting FP EUX.

You will partner remotely with other Infrastructure End User Services professionals, as well as Infrastructure operations ensuring smooth transition and execution of work, technology adoption and a world class user experience.

As an internal service provider to the rest of our Digital, IT, and OT functions, you must be a team player and focused on the overall success of ATI's digital transformation and business strategies. A passion for customer service and experience working in support of executive level customers is critical.

Additional Responsibilities:

Serve as "first point of contact" for all DT related matters with Forged Products leadership team.

Provide first and second line support via various channels (MSTeams, email, in-person, chat, ticket queues, etc.) for the international offices and for Enterprise when available.

Manage, interact, and coordinate with 3rd party vendors who may come on-site to service DT Infrastructure owned assets such as servers, phone systems, security cameras, badge systems or low-voltage electrical (network copper/fiber)

Understand and utilize help desk software (ServiceNow) to manage and prioritize work activity.

Execute IT Service Management (ITSM) principles and best practices, as guided by management.

Provide input to the development of Policies and Procedures driving standards and monitoring adherence across the corporation.

Work closely with the End User Experience team to accelerate the adoption of modern workplace technologies and improve the user experience while maintaining world class support, processes, and standards.

Help define continuing evolution of end user experience technologies and support to meet the changing business needs of the enterprise.

Frequently deals with IT vendors and suppliers, cloud services, and outsourcing agencies to enable and deliver the digital strategy.

Maintains relationships with all other external stakeholders.

Stays informed regarding the latest IT sector happenings and industry best practices.

#LI-CT1 Basic Qualifications

Bachelor or associate degree in information technology or related discipline from an accredited college, program, or university.

At least 5 years of end-user infrastructure technology experience with demonstrated end user support responsibility.

Or

In lieu of a bachelor's degree, at least 8 years of end-user infrastructure technology experience in driving transformation within enterprise Information Technology

Preferred Qualifications

(In addition to Basic Qualifications)

Experience supporting director+ level customers.

Experience leading teams, which includes providing professional feedback and yearly reviews.

Experience supporting ITSM efforts.

Experience in the manufacturing, utility, or telecommunications industries.

Experience in a regulated industry, critical infrastructure sector or DOD contractor.

Relevant professional certification or accreditations.

Skills

Effective oral, written, and interpersonal skills with the ability to work collaboratively with cross-functional teams and stakeholders as well as engage both technical and non-technical groups.

Solid leadership capability or experience.

Possess the savvy to work across organizational lines within the company and influence key internal executives and business line directors.

Understanding of mobile device and MDM tools.

Working knowledge of network configuration and wireless connections.

In-depth knowledge of desktop/laptop hardware and operating systems.

Basic understanding of IT security, network protocols, firewall, VPN, remote access, etc.

Understanding of MS Exchange/AD to support account and group management.

Knowledge of audio/visual technologies.

We

thrive when the expectations are great, and the barriers are high. We're solving the world's most difficult challenges through materials science.

Our advanced, integrated process technologies and proven performers give us a tremendous competitive advantage. When customers systems need to fly higher, dig deeper, stand stronger, and last longer -- anywhere on, above or below the earth -- ATI is proven to perform.

*It is ATI's policy to not provide immigration sponsorship for any of the company's positions.

ATI and its subsidiary companies will provide equal employment opportunities to all applicants without regard to applicant's race, color, religion, sex, sexual orientation, gender identity, genetic information, national origin, age, veteran status, disability status, or any other status protected be federal or state law. The company will provide reasonable accommodations to allow an applicant to participate in the hiring process if so requested.

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