End User Support Manager

6 days ago


Titusville, Florida, United States Cenlar Full time
Job Summary

We are seeking a highly skilled and experienced End User Support Manager to join our team at Cenlar. As a key member of our IT department, you will be responsible for managing the End User Support staff and ensuring that employees, clients, and business partners receive timely and effective hardware and application support.

Key Responsibilities
  • Manage the IT End User Support staff, including annual reviews, goal setting, and regular progress meetings.
  • Develop and implement a method for tracking ticket time and productivity, and use this information to enhance support processes.
  • Monitor open help tickets and ensure timely resolution according to published SLAs.
  • Plan and execute moves to ensure all users have necessary equipment and resources.
  • Work with printer support vendors to monitor SLAs and schedule replacements.
  • Assure proper printer distribution and maintenance.
  • Stay up-to-date with new technologies and recommend improvements to management.
  • Ensure new hires have necessary hardware and applications on day one.
  • Keep track of recurring issues and address underlying causes.
  • Update knowledgebase with solutions for one-off issues.
  • Hold regular meetings with End User Support staff.
  • Manage inventory and decommissioning of equipment.
  • Assess risk and ensure compliance with laws, rules, and regulations.
Requirements
  • Bachelor's degree or equivalent required.
  • 5 years of experience supporting end-users in a large, complex networked environment required.
  • Experience using a ticket tracking system.
  • Excellent written and verbal communication skills.
  • Proven working knowledge of desktop/notebook computers, operating systems, and end-user applications.
  • Demonstrated ability to work in a team environment.
  • Availability for phone call, text, and/or IM for emergency service during non-business hours.
  • Ability to provide remote support via VPN as needed.


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