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IT Manager, End User Computing Specialist

1 month ago

Dallas, Texas, United States Interstate Batteries Full time

At Interstate Batteries, we strive to create a workplace where team members can be their authentic selves. Our mission is to provide a trusted environment that positively impacts the lives of everyone we touch.

Be Your Best Self

We believe that professional success is deeply connected to personal well-being. That's why we offer the tools and services you need to excel in every area of your life.

Job Summary

The IT Manager, End User Computing will oversee the efficient support, deployment, and maintenance of all end-user hardware, software, and peripherals. This role serves as the key interface between Information Services and employees, ensuring seamless first and second-level support, desktop engineering initiatives, and process improvements.

Key Responsibilities

  • Manage and prioritize incoming technical support requests, ensuring proper documentation and service level attainment for satisfactory resolution of issues.
  • Supervise up to 10 support analysts, carrying out supervisory responsibilities in line with company policies and applicable laws.
  • Oversee the deployment, configuration, and support of end-user devices, including PCs, laptops, tablets, smartphones, and peripherals. Collaborate with procurement for hardware lifecycle management and vendor coordination. Experience with Microsoft InTune preferred.
  • Manage tasks and projects to meet schedule and budget requirements, while maintaining high-quality support standards.
  • Conduct system analysis to identify solutions to complex technical problems, providing guidance for escalated issues.
  • Collaborate with other departments and the user community to solve problems and coordinate interdependent activities.
  • Provide guidance and input for budgeting and maintaining company assets related to IT support.
  • Establish and communicate team objectives, priorities, and performance goals.
  • Identify opportunities for procedural and process improvements within the support center and implement changes to enhance efficiency.
  • Conduct employee development activities, including training, performance reviews, and, if necessary, disciplinary actions.
  • Lead and participate in ITSM processes, including Critical Incident Management (CIM), Root Cause Analysis (RCA), and Problem Management, to improve service quality and reduce recurring issues.
  • Oversee vendor and contractor work to ensure quality service is being provided.
  • Familiarity with ticket system: could include ServiceNow, Jira, Freshworks or ManageEngine.

Requirements

  • College degree in computer-related field or equivalent experience.
  • Minimum 3 years of experience in information processing.
  • Minimum 2 years personnel/project management/technical customer support experience.
  • Work effectively in a team environment.

Work Environment

  • Ability to sustain posture in a seated position for prolonged periods of time.
  • Regularly required to use hands to grasp or handle, talk and hear, stand and walk.
  • Travel: Minimum five trips per year.
  • Five days a week in the office.
  • Microsoft 365 (Active Directory, Entra ID, Office Suite, Teams)
  • Specific vision abilities include close vision, depth perception, and ability to adjust focus.
  • Ability to occasionally lift and/or move 10+ lbs.
  • Office environment but may be exposed to moving equipment mechanical parts, fumes, or airborne particles; toxic or caustic chemicals.
  • Prolonged use of personal computer & telephone.

Equal Employment Opportunity

Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state, and local laws.

Benefits

We strive to treat every Member like family — and that mindset applies to our teams too. Expect benefits that support your body, mind, and well-being now and later. Comprehensive health plan, 401K retirement plan, Generous vacation and holiday time, Lyra mental health resources, Stock options