End User Services Manager

Responsibilities:

• Manage and lead a team of technical support professionals who provide end-user support services to associates at the corporate headquarters location.
• Develop and implement policies and procedures for end-user support services.
• Ensure that all end-user support services are delivered in accordance with established service level agreements (SLAs).
• Develop and maintain relationships with key stakeholders across the organization.
• Manage vendor relationships related to end-user support services.
• Develop and maintain metrics to measure the effectiveness of end-user support services.
• Provide regular reports on the performance of end-user support services to senior management.
• Responsible for End User Device procurement and distribution across enterprise.

Qualifications:

• Bachelors degree in Computer Science or related field or equivalent work experience.
• 5+ years of experience managing technical support teams.
• Excellent customer service skills
• Experience managing end-user support services in a corporate environment.
• Understanding and application of service management methodologies
• Understanding of current technologies and best practices in the information technology industry
• Positive team attitude with ability and desire to help the team continually improve
• Strong leadership skills.
• Excellent communication skills.
• Some travel required