Sr. Manager, End User Support

Are you an IT Leader looking for a great opportunity? The we need to chat. Our client in Southern Georgia is in search of a Sr. Manager, End User Support to join there team. They have been in business for over a 100 years and continuing to grow. The Sr. Manager will with a broad scope of employees through the organization to continuously focus on how to better the technical support & education for the organization and end users. This manager will serve as the subject matter expert in end user computing technology, manage governance and compliance to the company standards, and drive focus on delivering an excellent employee experience. The position is responsible for the collaboration and communication platforms used across the organization with a primary focus on Microsoft's Office 365 ecosystem (Teams, Email, SharePoint, OneDrive, and Power Platform). Other tools managed and maintained include the service desk system and various video conferencing platforms support.

Job Expectations/Duties:

·        Lead strategic and operational planning for the focusing on meeting business needs and requirements.

·        Lead the Service Desk function across people, process, and technology including Tier 1 support teams, Tier 2/3 Support teams, and IT request ticketing system management.

·        Proactively seek and communicate opportunities for improvement in customer satisfaction and efficiency.

·        Manage office and conference room support and maintenance, including audio/video equipment and end user documentation, training, and day-to-day support.

·        Implement processes to manage costs, ensure contracts are operationalized, and drive vendor performance throughout the deal life cycle.

·        Maintain an accurate, up-to-date inventory of end user devices, client software licenses and device compliance.

·        Design and implement processes, roles, and responsibilities for all incident categories.

·        Proactively analyze trends to identify opportunities to set action plans that add value to the operation units through an understanding of how IT collaboration tools can simplify and speed up work.

·        Educates, encourages, and demonstrates the value of collaborative tools for all levels of employees from executives to individual contributors.

·        Defines and establishes metrics how employee productivity and tool adoption can be measured and subsequently tracked and improved or maintained.

Qualifications/Responsibilities:

• Bachelor's degree or a combination of relevant education, experience, and training.

• Minimum 10 years of progressive responsibilities within IT functions.

• Minimum 5 years' experience managing a technical team.

• ITIL certification, PMP, MS Office 365 certification, preferred.

• Working experience with employee productivity toolset: Microsoft 365 (Outlook, Teams, OneDrive, SharePoint, PowerBI, Videoconferencing, other workflow tools. Higher level of skills in Teams, OneDrive, SharePoint and Zoom desired.

• Working experience with service desk technologies: Managed Engine, Service Now, Remedy or others.

• Strong written and oral communications skills to effectively engage audiences across the IT organization, business units, and customers.

• Proven experience engaging senior business and technical executives to explain and "sell" technology strategies in non-technical terms to gain consensus and be able to effectively defend the merits and value of each resulting initiative on the roadmap.