Sr Manager, IT Support (End User Services)

Company

Federal Reserve Bank of San Francisco

We are the San Francisco Fed, public servants with a congressionally mandated mission to promote a sound and stable economy to support the lives of all Americans. We are a community-engaged bank, and we are committed to understanding and serving the vibrant, diverse people of the Twelfth District. That means we seek and appreciate new perspectives. We respect people for what they do and for who they are. We build opportunities to learn and grow. When you join the SF Fed, you become part of a team united in its purpose to promote an economy that works for everyone.
At the San Francisco Federal Reserve Bank, we pride ourselves on providing our clients with enhanced end user services tailored to meet their unique needs. We are currently looking for an experienced Sr IT Support Manager to join our team and take the lead in managing our end user services across our district.

This role manages a team of IT support staff on-site technical support for end user computing environment and platforms such as personal computers, peripherals, mobile devices and network infrastructure. In addition, provides audio visual support for Bank meetings and event as well asset management of the AV technology.

The ideal candidate will be a strategic thinker with a proven track record of managing and supporting end user services and will have a passion for customer service excellence. They will have a deep understanding of the latest technologies and trends in end user services and will be able to provide guidance to our professional staff. They must have strong interpersonal skills, excellent problem-solving skills, and the ability to develop and implement strategies. They must also have a strong knowledge of the latest trends in end user services, as well as the ability to develop and maintain relationships with partners, vendors, and clients.

This role will continuously monitor and analyze customer feedback and make improvements to our end user services. Strong communication and preparation of reports with the ability to summarize data and findings in executive level presentations. Effectively manage budgets and resources to ensure optimal utilization.

We empower our people to balance their life and work responsibilities. That’s why we offer a flexible hybrid work model that allows you to collaborate with office colleagues on some days, and work from home on others.

Responsibilities: 

• Leads Desktop Support Team including remote teams in providing support for all end-user devices including desktop computers, laptops, and mobile/wireless devices in a networked environment 

• Ensures end-user technology is able to be used to its fullest extent 

• Defines and builds out the crisis management and escalation procedures 

• Acts as the escalation point for all support services 

• Develops processes and procedures to control, identify, implement, and maintain delivery of service to meet business needs and user expectations 

• Conducts root cause analysis to identify systemic issues and to prevent future incidents 

• Establishes parameters for and monitors work quality and performance metrics 

• Builds and manages partnerships and customer relationships 

• Coordinates with customers to plan operational and project work 

• Coordinates and collaborates with team members and customers to understand, propose, and continuously implement service improvements 

• Oversees and coordinates project implementations such as upgrades and equipment installations and prioritizes and manages the execution of resources to the project 

• Responsible for interfacing with Group leadership and management especially in the case of incident management 

• Responsible for maintaining and sharing knowledge of policies and procedures for hardware, software, and technical services 

• Stays current with advances in relevant technologies  

  

Qualifications: 

• Bachelor’s Degree in Technology, Business, or equivalent work experience 

• Typically has 10+ years professional experience and 7+ years of IT management/progressive people leadership experience 

• Passion for providing outstanding customer service and leading people to become best in class service providers 

• Takes ownership by establishing an environment of action and excellence by holding self and others accountable 

• Exceptional collaboration, communication, and interpersonal skills 

• Proficient ability to gather and assess quantitative and qualitative data points and form a recommendation 

• Proven experience working in a relevant industry 

• Must be a U.S Citizen or a