IT End User Services Manager

Position Overview

The IT End User Services Manager is a pivotal role responsible for overseeing the delivery of IT services to end users within Stowers Machinery. This position combines leadership, technical expertise, and help desk management to ensure that employees have access to the necessary technology and support to perform their job functions efficiently. The IT End User Services Manager plays a key role in optimizing end user experiences, troubleshooting technical issues, and ensuring IT service quality, delivery, and reliability.

The ideal candidate will have a strong people leadership skills including mentoring, performance management, and KPI's for tracking performance. Essential experience with IT Help Desk while possessing excellent communications skills and a genuine desire to help other team members.

Key Responsibilities (Essential Duties and Functions)

1.Service Delivery Management:

• Develop and implement strategies for delivering IT services to end users.

• Manage and prioritize service requests, incidents, and problem resolution to meet service level agreements (SLAs).

• Monitor and report on key performance indicators (KPIs) to assess service quality and efficiency.

• Continuously improve service delivery processes to enhance user satisfaction.

• Responsible for defining and meeting IT Help Desk Service Level Objectives and metrics and provide suggestions for improvements to leadership

• Spending time with our business partners at our different locations to understand their processes and collaborate on uses of technology to better enable their success.

2.End User Support:

• Provide technical support to end users, addressing hardware, software, and network-related issues.

• Oversee and coordinate the IT helpdesk or support team to ensure timely response and issue resolution.

• Collaborate with other IT teams to troubleshoot and resolve complex technical problems.

• Drive effective, efficient problem resolution methodology by leading the detailed analysis of IT Help Desk call records.

• Build and manage schedule for handling off-hours support and escalations for Major Incidents occurring outside of normal working hours.

• Solicit user feedback through surveys to identify satisfaction levels and improvement opportunities.

• Product ownership of Stowers ITSM application and evolution to meet the needs of Stowers employees and IT End User Services team.

3.Help Desk Management:

• Lead the help desk team, including hiring, training, and performance evaluations.

• Develop and maintain help desk procedures, workflows, and documentation.

• Ensure the help desk team provides excellent customer service and support, adhering to best practices.

• Effectively handles individual software, hardware and connectivity problems and service requests from call-in through resolution and user confirmation, practicing total contact ownership.

• Identifies problems, troubleshoots and provides Tier 1 technical support for customers for the following: Windows 10 & 11, Office 2019, Office 365, Hardware/Software conflicts, remote support via remote control tool, VPN connectivity and/or administration, Network connectivity

• Effectively communicate service outages to users - planned and unplanned. Coordinate support response during critical risk, slowdown, and outage scenarios.

4.End User Training:

• Develop and implement end user training programs to enhance user proficiency with technology.

• Ensure that end users are educated about IT policies, security best practices, and available resources.

5.End User Device Management & Asset Management:

• Maintain an accurate inventory of end user devices and software licenses.

• Plan and execute hardware and software procurement and upgrades as needed.

• Ensure compliance with software licensing agreements and IT asset management best practices.

6.Security and Compliance:

• Collaborate with the IT security team to implement and enforce security policies and procedures.

• Stay updated on IT compliance regulations and ensure that end user services align with these requirements.

7.Vendor Management:

• Manage relationships with third-party vendors and service providers.

• Negotiate contracts and agreements to ensure cost-effective and reliable services.

• Oversee managed service vendor tickets and SLA's to align with business goals and objectives to ensure established service level requirements are met.

8.Documentation and Reporting:

• Maintain detailed documentation of end user services, configurations, and standard operating procedures.

• Generate regular reports on service performance, user satisfaction, and incident trends.

Other duties as assigned

Qualifications

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Education/Experience

● High School Diploma or equivalent is required

● Previous IT Help Desk or customer service experience a plus

● ITIL Certifications a plus

● ITSM Experience

Knowledge/Skill Requirements

• Fanatical customer service skills

• Must possess strong oral / written communication and listening skills

• Analytical problem-solving skills

• Must be able to act with a sense of urgency and commitment to resolve

• Exceptional interpersonal skills, with a focus on listening and questioning skills

• Proficient in encouraging diverse thinking to promote and nurture innovation

• Continuous Improvement mindset

• Ability to present ideas in business-friendly and user-friendly language.

• Documentation of process and standard operation procedures

• Ability to multi-task effectively

• Previous experience with IT Service Management Including: (ITIL preferred)

• Incident Management

• Problem Management

• Change Management

• Release Management

• Knowledge Management

• Configuration Management