Director of IT End User Support

3 weeks ago

Houston, United States Archer Systems, LLC Full time
POSITION SUMMARY

The Director of IT End User Support is a strategic leader responsible for aligning IT support services with overall business objectives and strategies. The Director manages and directs all aspects of the organization's IT service management, including transitioning from an outsourced managed service provider (MSP) to an internal team for Level 1 support, desktop support, patching, and virus definition updates. The Director will manage all support-related vendors, ensuring high-quality, customer-centric support services to end-users. The Director will collaborate with our India office and provide overall strategy for end-user support services to our distributed workforce.

Position Location: Houston, TX (ON SITE)

JOB RESPONSIBILITIES:

  • Contribute to the development and execution of the organization's IT strategy, ensuring alignment between IT end-user services and business goals.
  • Manage a team of internal desktop support technicians who handle break/fix incidents for end-user computing, as well as imaging and deployment of new hire and replacement computers.
  • Oversee the transition from an outsourced MSP to an internal Level 1 Support Center, working with the India office to build a team and implement the appropriate tools to take this over.
  • Collaborate with the office in India to transition from MSP-managed desktop patching, support, and virus definition updates to an internally managed solution using Microsoft's toolset.
  • Work alongside the Sr. Director of Infrastructure and Security to build out the patching and security toolsets.
  • Develop a roadmap to transition from Windows 10 to Windows 11, using an imaging process.
  • Lead the transition from an MSP-hosted version of ServiceNow to an internally managed instance of Jira for Service Management.
  • Set and manage SLAs for internal support teams, ensuring timely, accurate, and consistent service and communication to internal business partners.
  • Ensure the Level 1 support center meets SLAs and reporting requirements, driving innovation, and reducing escalations.
  • Coordinate with other IT teams and business units to identify and implement new systems that support business functions and meet ROI, revenue, profit, and cost-saving objectives.
  • Implement policies and procedures for identifying, receiving, documenting, distributing, and correcting end-user problems, in line with industry best practices such as ITIL.
  • Define and track key performance indicators (KPIs) to measure the success and efficiency of IT end-user services, such as customer satisfaction scores, first-call resolution rates, and ticket closure rates. Continuously identify and implement improvements based on these metrics.
  • Manage the IT end-user services budget, including forecasting, allocation, and optimization.
  • Build and maintain strong relationships with team members, vendors, and other departments involved in end-user support projects, effectively managing vendor performance and contracts.
  • Manage all IT Support related contracts, including Adobe, Printers, Office 365, and CDW. Conduct RFPs and negotiate contracts with vendors.
  • Manage all IT Support related contracts, and process monthly billing statements to ensure compliance with corporate standards and policies.
  • Plan and execute change management initiatives related to IT end-user services, minimizing disruptions to business operations.
  • Ensure IT end-user services adhere to security best practices and comply with relevant industry regulations and standards, including SOC II compliance.
  • Proficiency in Microsoft technologies, including Windows, Office 365, SharePoint, and Azure, for end-user support and management.
  • Support external clients using the Client Portal, ensuring high levels of customer satisfaction.
  • Build reporting for service levels and performance that can be presented to executives and stakeholders.
  • Develop and maintain processes and procedures, end-user training, change management, and communication related to IT end-user services.
  • Manage conference room technology using Microsoft Teams Rooms.
  • Participate in IT governance committees and ensure compliance with IT policies and standards.
  • Promote user adoption of IT tools and services through effective training programs and user engagement initiatives.
  • Develop and maintain disaster recovery and business continuity plans for end-user services, ensuring minimal disruption to business operations in the event of an incident.
  • Stay current with the latest trends and best practices in IT end-user support and leverage this knowledge to drive continuous improvement initiatives.
  • Foster a culture of innovation within the IT end-user support team, encouraging team members to propose and implement new ideas and solutions to improve service delivery.
KNOWLEDGE, SKILLS AND ABILITIES
  • Bachelor's degree in information systems or a related field is highly desired.
  • 7+ years of hands-on experience in Information Technology.
  • 5+ years of experience leading IT end-user services teams.
  • Expertise in concepts, practices, and procedures related to IT service management, with a strong understanding of ITIL or similar frameworks.
  • Industry certifications such as ITIL, HDI, or CompTIA are highly desirable.
  • Experience managing end-user services for a company with 600+ staff distributed over several physical locations and a hybrid workforce.
  • Strong knowledge of Microsoft technologies, including Windows, Office 365, SharePoint, and Azure.
  • Experience with Microsoft Intune and Microsoft Defender for device management, patching, and virus definition updates is a plus.
  • Experience with SOC II compliance and auditing processes is desired.
  • Experience conducting RFPs and negotiating contracts with vendors.
  • Ability to define and manage SLAs for internal and external stakeholders.
  • Experience developing and presenting reports on service levels and performance to executives and stakeholders.
  • Proven track record in developing processes and procedures, end-user training, change management, and communication related to IT end-user services.
  • Exceptional problem-solving and critical thinking skills, with the ability to work in a fast-paced environment.
  • Strong leadership skills, including the ability to mentor, coach, and develop team members.
  • Excellent verbal and written communication skills, with the ability to collaborate effectively with other departments and stakeholders.
  • Demonstrated ability to lead and manage global teams, fostering cross-cultural communication and collaboration.
  • Position is based in our Houston office, and the successful candidate must be able to work on-site most of the time.
BENEFITS
  • 401(K)
  • 401(k) Matching
  • Health Insurance
  • Dental Insurance
  • Vision Insurance
  • Parental Leave
  • Short Term Disability
  • Long Term Disability


ABOUT ARCHER

ARCHER Systems is a leading technology enabled legal services company that provides pre-settlement and post-settlement administration services for single event, mass tort, and class action cases with the goal of helping claimants access their settlement proceeds more efficiently and quickly. The company plans to continue leveraging technology and top tier talent to enhance customer service and offer new product lines and services.

ARCHER's core offering is post-settlement Healthcare Lien Resolution Administration and QSF (Qualified Settlement Fund) Administration and payments processing for multi-claimant (mass tort and class action) litigation. Other services include claims administration, single event lien resolution, probate and bankruptcy coordination, release administration, medical records review, and plaintiff fact sheet and other intake/census preparation and management.ARCHER enables law firms to focus on their litigation while ensuring that critical pre-settlement and post-settlement administration documents, services, business analytics and reporting are handled efficiently and effectively.

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