End User Computing Manager
Key Accountabilities
Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function
Identify technologies which will improve customer satisfaction, reduce cost or improve efficiency
Establish metrics to measure efficient use of existing systems and resources
Activity Monitor team performance to ensure service levels and expectations are being met
Provide leadership/support to ensure projects are staffed appropriately and timelines are met. Manage staff performance coaching as well as the creation of personal development plans identifying opportunities for improvement to insure business needs are met.
Monitor ongoing staff performance, identify and communicate opportunities for improvement
Work closely with IT Infrastructure team to ensure proper escalation of technology issues
Author or assist team in the publishing of written requirements definitions for aspects of assigned projects
Document assigned business process flows and use-case scenarios
Create and maintain a standards catalog which lists all core end user device platform standards and/or services provided by EUC. Assigns personnel to various projects, directs their activities, and evaluates their work and ensures timelines and service levels are met
Performs other duties assigned.
Qualification and Experience
Bachelor's degree or equivalent experience/relevant certification in business management or information systems management required.
8+ years of professional IT experience with increasing supervisory experience.
Comprehensive experience in analyzing complex functions, procedures and problems to find creative, logical and appropriate solutions required.
Experience managing Active Directory policies required.
Extensive knowledge of PC operating systems and registry management required.
Comprehensive understanding of PC hardware, software, operating systems, directory services, video conferencing, printing and applications required.
Experience with mobile devices and subscription management.
Experience with wireless device management required
Experience with software distribution systems required.
Experience in hardware and software design, installation, configuration, maintenance, and troubleshooting required
Experience with Anti-virus management consoles and troubleshooting required.
Standby 24 x 7 x 365 support requirements. Available to work after hours and weekends, as required.