Senior Manager, Global End User Services

Description

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  Plan and coordinate the daily workflow of Service Desk Operations.
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  Create and manage annual hardware budgets for the US, EU, UK, & APAC Regions
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  Develop and implement Service Desk policies, processes and procedures to include responsibility for effectively communicating the status of all Service Desk operations.
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  Establish and manage processes to ensure effective support coordination between the IT Service Desk and other lT teams.
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  Develop Service Desk management strategies and needs, identifying staff, tools, and support requirements as necessary to ensure that Service Desk operations and support processes are working as expected.
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  Ensure Service Desk analysts are providing quality customer service and incident resolution promptly.
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  Oversee problem resolutions to identify trends or problem areas and ensure that support procedures are followed; identify opportunities to eliminate issues.
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  Coordinate effective projects and knowledge transitions.
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  Serve as point of contact for escalation on major service disruptions to the offices and ensure appropriate communication channels are used effectively to notify end users and stakeholders.
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  Build and continually develop relationships with the teams across the organization.
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  Evaluate key metrics, KPIs, perform analysis, and provide reporting to leadership to drive consistency and an understanding of incident trends.
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  Build out OKRs for the Service Desk team per the needs of the business.
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  Collaborate with staff and leadership to ensure executions are effective and efficient.
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  Direct and oversee the work of Service Desk professionals, including training, mentoring, and ensuring professional development.
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  Improve hardware/assets distribution strategy.
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  White glove support and development of white-glove support amongst technicians.
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  Establish continual service improvement plans, manage and track the progress of plans.

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  Professional experience in a similar role type, leading a global IT support team.
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  5 years of People/Team Management and experience providing end-user support.
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  Advanced knowledge of Service Desk operations using Jira Service Management
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  Experience handling 3rd party vendors.
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  Broad understanding of IT concepts, development practices, and architectures.
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  Strong interpersonal skills, detail-oriented, and able to manage multiple tasks simultaneously
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  Windows and MAC OS support.
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  Android and iPhone support.
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  On-call and occasional hours outside normal business according to business needs.
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  Experience supporting applications; such as - GSuite, Office365, Adobe, Azure, Active Directory, Vonage, Slack, Jira, Confluence
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  Experience with AV technologies; such as - Google Meet, Zoom and on-premise AV for conference rooms and board meeting spaces.
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  Proven ability to build a strong partnership with selected IT vendors

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  Competitive compensation - Base Salary range for this position: $158k - $186k USD per year before bonuses. The company also offers for this position 15% quarterly bonuses subject to the terms of the applicable bonus plan.
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  Flexible Paid Time Off & generous paid & unpaid leave policies
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  Excellent medical, dental, and vision options
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  401(k) matching, life insurance, commuter benefits, and parental leave plans
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  Collaborative, transparent and fun loving office culture
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  Accelerated professional development and growth programs