End User Services Supervisor

Western Alliance Bancorporation Phoenix , AZ 85002

Posted 1 week ago

Overview

The End User Services Supervisor reports to the VP, IT Operations/End User Services (EUS) Manager and is responsible for EUS Team Task and Project coordination and delegation of assignments including, but not limited to: equipment procurement and supply management; asset tracking and management; Enterprise Audio Visual management and vendor coordination; Enterprise Print and Fax management; Executive support and facilitation of activities with IT Technician team; coordination and communication of special events and meetings; Enterprise Facilities logistics and technical task coordination and completion. Additionally, the position supports and engages directly with the Network Operations Center (NOC) group (also reporting up to the VP, IT Operations) for: daily Monitoring and Alerting; Incident escalation; vendor support facilitation and ticket tracking; design and solution development; exception processing and error handling; DR/BCP coordination.

The End User Services Supervisor additionally coordinates and facilitates task-oriented and time sensitive activities between the business and technology project teams, as well as communicates business strategy and requirements to ensure that objectives are met and schedules adhered to. By following Project Management processes and aligning technology and business requirements, all vital aspects of a technology-integrated project involving the EUS team will be comprehensively managed. Key focus areas include, but are not limited to: identification of interdependencies; creation and coordination of schedules and timelines; communication of assigned project task status and activity updates; participation in Post-Implementation review and documentation.

Responsibilities

  • Support and Supervise End User technical initiatives, including but not limited to:

  • Creation, coordination, and communication of task schedules and timelines, especially special events and meetings

  • Equipment procurement and supply management, as needed

  • Asset tracking and management

  • Audio Visual management and vendor coordination

  • Enterprise Print and Fax Management

  • Service Request management, tracking, and fulfillment with emphasis on meeting established SLAs

  • Direct EUS Project Management processes to lead IT site activities, including but not limited to:

  • Coordination with project leaders, managers, and technical leads to facilitate comprehensive project strategy

  • Clear identification and appropriately directed communication of interdependencies

  • Identification and facilitation of resolution strategies to project timeline challenges

  • Creation, coordination, and communication of task schedules and timelines

  • Assignment and delegation of EUS resources required for Project task completion

  • Participation in technology-related Vendor RFPs and bid selection/award process

  • Participation in Project post-implementation review and Project Closure functions

Qualifications

  • High school diploma or GED required, Bachelor's degree in Business Management or Computer Science preferred

  • One to three years' experience in the Banking & Financial Service

  • One to three years' IT experience required (3-5 years' preferred

  • One to three years' experience Project Management or related field

  • Previous experience directly supervising a small group of employees (1-5

  • ITIL, COBIT, PMP, Microsoft or related applicable experience/exposure preferred

  • Proficient in Microsoft Office 2010/2013, including experience with Project and Visio required

  • Ability to work in a fast-paced and dynamic environment while balancing competing workloads required

  • Service-oriented attitude with solid interpersonal skills required

  • Practical problem solving and strategic thinking skills required

  • Ability to partner with and supervise vendors and/or contractors as needed on projects required

  • Ability to work overtime (week days, weekends, holidays) as needed related to Project needs

  • Travel locally, regionally and nationwide as needed

  • Project management experience especially with technology-related projects

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End User Services Supervisor

Western Alliance Bancorporation