What are the responsibilities and job description for the Senior Manager, IT End User Support position at Press Ganey?
Job Description
The Senior Manager, Enterprise IT Support is responsible for execution of the IT enterprise service desk support, which includes leadership of remote service desk team, endpoint management team and C-Level executive support functions. This position is responsible for continuous service delivery optimization, process, and policy governance, championing a customer-centric culture and developing a service-oriented mindset focused on strong business and technology partnership. This is a highly visible leadership role reporting to the Director, IT Service Delivery with a high level of interaction with leaders of the IT organization and cross-functional business partners. This is a hybrid role.
Essential Duties and Responsibilities:
IT Service Desk and Endpoint Management:
Oversee IT Service Desk to effectively operate a 5x10 enterprise delivery model for IT critical incidents, service requests, and front-line support with onsite, remote, and after-hours on-call support.
Drive IT Service Desk “shift left” activities to include problem root-cause elimination, employee self-service and Service Now automation.
Be involved in resolving problems that span multiple disciplines within a support function, including 3rd parties.
Translating the impact of a technical issue into a business service will be key to assessing the priority and focus for resolution. Understanding and addressing the root causes of problems is a key part of the role.
Manage, triage, report, utilize, sanitize, and communicate ITSM data captured in the ITSM tools, including, ServiceNow, Intune, and more.
Develop client-user satisfaction program to measure Press Ganey employee satisfaction with service provided by the IT Service Desk and Endpoint Management.
Manage performance and development of team members, including policy administration, compliance, coaching, disciplinary action, and recognition.
Identify, recommend, develop, and implement programs to advance the knowledge of employees and team members, including communication, training, and user experience and knowledge management.
Analyze performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues.
Own the communication in and out of the IT Service Desk and Endpoint Management.
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
ITSM Governance
Maintain corporate IT documented process and policy library.
Ensure documentation is up to date, accessible, easy to use, reduces single point of failures within the team, and make the team more efficient.
Participating as a core team member in the development of IT Infrastructure projects.
Developing and maintaining training programs designed to educate users about basic and specialized applications.
Required Skills:
A customer service mindset with focus on developing and improving technology services and operations that are driven by customer needs and requirements.
Strong people leadership capabilities including motivating and connecting an enterprise team, guiding and coaching team leaders and individual team members, developing talent, implementing performance.
Ability to be a company-wide change agent that influences strategic actions and mindset changes.
Strong communication, interpersonal and negotiation skills. Must be able to develop compelling business presentations and communicate technical topics to a business audience.
The Senior Manager, Enterprise IT Support is responsible for execution of the IT enterprise service desk support, which includes leadership of remote service desk team, endpoint management team and C-Level executive support functions. This position is responsible for continuous service delivery optimization, process, and policy governance, championing a customer-centric culture and developing a service-oriented mindset focused on strong business and technology partnership. This is a highly visible leadership role reporting to the Director, IT Service Delivery with a high level of interaction with leaders of the IT organization and cross-functional business partners. This is a hybrid role.
Essential Duties and Responsibilities:
IT Service Desk and Endpoint Management:
Oversee IT Service Desk to effectively operate a 5x10 enterprise delivery model for IT critical incidents, service requests, and front-line support with onsite, remote, and after-hours on-call support.
Drive IT Service Desk “shift left” activities to include problem root-cause elimination, employee self-service and Service Now automation.
Be involved in resolving problems that span multiple disciplines within a support function, including 3rd parties.
Translating the impact of a technical issue into a business service will be key to assessing the priority and focus for resolution. Understanding and addressing the root causes of problems is a key part of the role.
Manage, triage, report, utilize, sanitize, and communicate ITSM data captured in the ITSM tools, including, ServiceNow, Intune, and more.
Develop client-user satisfaction program to measure Press Ganey employee satisfaction with service provided by the IT Service Desk and Endpoint Management.
Manage performance and development of team members, including policy administration, compliance, coaching, disciplinary action, and recognition.
Identify, recommend, develop, and implement programs to advance the knowledge of employees and team members, including communication, training, and user experience and knowledge management.
Analyze performance of Service Desk activities and documented resolutions, identify areas for improvement, and devise/deliver solutions to enhance quality of service and to prevent future service delivery quality issues.
Own the communication in and out of the IT Service Desk and Endpoint Management.
Lead continual service improvement and ongoing process maturity through regular reviews of the process and tools, trend analysis and metrics reporting and through regular engagement with stakeholders.
ITSM Governance
Maintain corporate IT documented process and policy library.
Ensure documentation is up to date, accessible, easy to use, reduces single point of failures within the team, and make the team more efficient.
Participating as a core team member in the development of IT Infrastructure projects.
Developing and maintaining training programs designed to educate users about basic and specialized applications.
Required Skills:
A customer service mindset with focus on developing and improving technology services and operations that are driven by customer needs and requirements.
Strong people leadership capabilities including motivating and connecting an enterprise team, guiding and coaching team leaders and individual team members, developing talent, implementing performance.
Ability to be a company-wide change agent that influences strategic actions and mindset changes.
Strong communication, interpersonal and negotiation skills. Must be able to develop compelling business presentations and communicate technical topics to a business audience.
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