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End User Support Manager
2 months ago
End User Support Manager
Domain:
Deskside Support Services
Experience Level:
6 to 10 years
Location:
Remote
Job Overview:
As the End User Support Manager, you will be responsible for fostering strong relationships with both internal teams and external clients, ensuring effective engagement with key stakeholders and business application leaders.
Your primary accountability will be to maintain and execute a comprehensive End User technology upgrade strategy that aligns with the organization's operational capacity, performance, and availability needs.
Key Responsibilities:
1. Facilitate business transitions and support the implementation of change initiatives.
2. Collect, validate, and document business requirements effectively.
3. Analyze business processes to identify areas for enhancement and optimization.
4. Develop functional specifications for proposed solutions.
5. Serve as the escalation point for all End User technology challenges, ensuring timely resolution in accordance with established service level agreements (SLAs).
6. Oversee the operational processes including Service Desk, VIP Support, Regional Support, and User Desk provisioning to meet SLA commitments.
7. Manage necessary End User Technology upgrades.
8. Drive improvements in existing processes and design new methodologies.
9. Identify training needs and career development opportunities for the End User Computing (EUC) team.
10. Govern incident, problem, and change management processes, along with User Desk Management.
11. Cultivate an environment where the End User Services team collaborates effectively with other departments, focusing on timely delivery of End User Infrastructure.
12. Ensure continuous review and enhancement of all elements within the End User Services team.
13. Regularly assess the capabilities required to support organizational objectives and take action to address any identified gaps within the team.
14. Provide growth opportunities for direct reports that challenge and expand their skill sets.
15. Exhibit leadership that motivates others to excel and encourages the sharing of knowledge and innovative ideas.
Additional Skills:
Proficiency in SCCM, MDM, and SharePoint is advantageous.
