End-User Support Operations Leader

2 weeks ago

Secaucus, New Jersey, United States Alice and Olivia Full time

POSITION TITLE:
End-User Support Operations Leader

DEPARTMENT:
Information Technology

REPORTS TO: VP of IT

LOCATION:
Hybrid role

JOB TYPE:
Full-time position requiring presence in both office and distribution center.

POSITION SUMMARY:
We are looking for a proficient and seasoned End-User Support Operations Leader to manage our IT Helpdesk team. The successful candidate will possess a robust background in IT service management, outstanding leadership skills, and a strong focus on customer satisfaction. This role is essential for guaranteeing that our end-users receive exceptional support and service for their IT requirements.

KEY RESPONSIBILITIES:

Leadership and Management
  • Direct and oversee the IT Helpdesk team, offering guidance, support, and mentorship.
  • Establish performance objectives and conduct regular evaluations.
  • Cultivate a positive and cooperative team atmosphere.

Service Delivery
  • Ensure the effective and efficient provision of IT support services to all end-users.
  • Develop, implement, and uphold IT service management protocols and procedures.
  • Monitor and assess service delivery performance metrics to ensure compliance with service level agreements (SLAs).

Customer Support
  • Serve as the primary contact for escalated IT support matters.
  • Guarantee prompt and effective resolution of all end-user incidents and requests.
  • Maintain high levels of customer satisfaction through ongoing enhancements to service delivery.
  • Supervise IT support for executive leadership, ensuring high-priority issues are addressed swiftly.
  • Tailor IT solutions to meet the specific requirements of executive users.
  • Ensure strict adherence to confidentiality and security protocols when managing executive support requests.

Process Improvement
  • Identify and implement opportunities for process enhancements and best practices.
  • Stay informed about the latest industry trends and technologies to improve service delivery.
  • Conduct regular audits and evaluations of IT support processes and procedures.

Resource Management
  • Oversee the Helpdesk team's workload and prioritize tasks effectively.
  • Ensure the Helpdesk is sufficiently staffed and trained to manage the volume and complexity of support requests.
  • Develop and oversee the Helpdesk budget.

Procurement, Inventory, and Vendor Relationship Management
  • Manage the procurement of IT equipment, software, and services.
  • Cultivate relationships with IT vendors and service providers to ensure quality and cost-effectiveness.
  • Negotiate contracts and service agreements with vendors.
  • Monitor vendor performance and promptly address any issues or concerns.
  • Maintain an accurate inventory of all IT equipment, software, and assets.
  • Implement and manage asset tracking systems to ensure accountability and efficient resource utilization.

Technical Support and Deployment
  • Provide in-person support for various locations, as well as remote assistance for global retail locations and satellite offices.
  • Oversee management of macOS and iOS environments using JAMF MDM for OS upgrades, patches, software packaging, deployment, and reporting.
  • Manage Windows end-user device environments using Endpoint Manager for policy management, software deployment, and reporting.
  • Conduct basic troubleshooting for Windows 10 and manage Active Directory.
  • Administer Microsoft 365 and manage Active Directory group policies for secure and efficient user and computer management.
  • Utilize Microsoft Azure and Endpoint Manager skills for cloud-based solutions and centralized endpoint management.
  • Coordinate and support off-site and after-hours network and AV setups for meetings and events.

Documentation and Reporting
  • Maintain comprehensive documentation of all IT support processes and procedures.
  • Generate regular reports on Helpdesk performance, including ticket resolution times, customer satisfaction, and other key metrics.
  • Provide regular updates to senior management on Helpdesk operations and performance.

Collaboration
  • Collaborate closely with other IT teams to ensure seamless integration and support of IT services.
  • Work with business units to understand their IT needs and provide appropriate support.

ESSENTIAL SKILLS, EXPERIENCE, AND EDUCATION REQUIREMENTS:
  • Bachelor's degree in Information Technology, Computer Science, or a related field.
  • 5+ years of experience in IT support, with at least 2 years in a leadership capacity.
  • Proven experience as a Help Desk Manager.
  • Hands-on experience with helpdesk/ITSM and remote-control software.
  • Strong knowledge of IT service management frameworks (e.g., ITIL).
  • Excellent problem-solving and analytical skills.
  • Solid technical background with the ability to instruct a non-technical audience.
  • Exceptional customer service and communication skills.
  • Team management capabilities.
  • Ability to manage and prioritize multiple tasks in a fast-paced environment.
  • Experience with Helpdesk ticketing systems and remote support tools.

BENEFITS:
  • Competitive base salary.
  • 401(k) with employer matching.
  • Comprehensive medical, dental, and vision coverage.
  • Generous employee discount.

This job description is not an exhaustive list of all functions that the employee may be required to perform, and the employee may be required to perform additional functions. Additionally, the job responsibilities may change as necessitated by business demands.

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