End User Computing Manager

5 days ago


New York, New York, United States Fanatics, Inc. Full time
Key Responsibilities

As the End User Computing Manager, you will oversee the daily operations of our service desk and on-site team, ensuring positive interactions with end-users and stakeholders. Key responsibilities include:

• Team Leadership: Lead, mentor, and coach a team of help desk technicians, providing guidance, support, and ongoing training to ensure high performance and professional growth.
• Technical Support: Roll up your sleeves and actively engage in providing technical support to end-users, troubleshooting hardware, software, and network issues, and resolving escalated tickets in a timely manner.
• Ticket Management: Oversee the help desk ticketing system, ensuring tickets are assigned, prioritized, and resolved according to service level agreements (SLAs). Monitor ticket queues, escalate unresolved issues, and track resolution times to meet performance metrics.
• Process Improvement: Continuously evaluate help desk processes and procedures to identify areas for improvement. Implement best practices, automation tools, and workflow optimizations to enhance efficiency and service quality.
• Customer Satisfaction: Maintain a customer-centric approach to service delivery, ensuring positive interactions with end-users and stakeholders. Gather feedback, address concerns, and implement solutions to enhance the overall user experience.
• Documentation and Knowledge Management: Develop and maintain a knowledge base of common issues, solutions, and troubleshooting techniques. Ensure documentation is up-to-date, accessible to team members, and used to facilitate efficient problem resolution.
• Vendor Management: Coordinate with external vendors and service providers to resolve technical issues, procure hardware/software, and escalate complex problems as needed. Manage vendor relationships, contracts, and service agreements to ensure compliance and value for the organization.

The estimated salary for this position is $120,000 - $150,000, representing base pay only and does not include short-term or long-term incentive compensation.
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