Global Computing Experience Manager

4 days ago


New York, New York, United States Cole Haan Full time
Role Summary
The Global Computing Experience Manager will be responsible for creating and delivering an excellent computing experience for our dynamic community. This role requires strong leadership and partnership skills to work with IT and business functional areas. The manager will oversee the management of all end-user office technologies, including desktop, laptop, mobile, telephony, and video conferencing.

Key Responsibilities
- Strategic planning and execution of end-user support services
- Development and implementation of the Cole Haan service delivery model
- Escalation management from the service desk (Level 1) in support of end-user devices and applications
- Leadership of L1-L3 end-user computing services, including PC, Mac, and mobile applications and hardware
- Incident and request management and service level reporting
- Customer satisfaction actions to ensure team follow-up on any call-outs or concerns
- Vendor management, including service level attainment tracking and reporting as part of overall governance reporting and IT metrics

Qualifications
- Advanced degree or equivalent and relevant technical management experience required
- 5+ years of progressive IT experience
- 3+ years of experience managing technical resources in End User Support
- End user Asset and Device Management Experience
- 3+ years of vendor management experience
- ITIL Certification or equivalent experience
- IT Governance/Compliance experience
- PMP Certification or equivalent experience
- Experience with ITIL framework a plus
- POS Support and Accreditation Certification

Benefits
- Comprehensive benefits package, including health insurance, dental insurance, vision care, health savings accounts, 401(k) retirement plan, vacation time, sick time, paid parental leave, holidays, and Cole Haan discounts

Estimated Salary: $140,000 annually

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