Manager, End User Support

The End User Services Manager is responsible for the supervision, technical development and guidance for the End User Services teams across Inspire’s shared services organization. This role manages the day to day activities of the geographically distributed End User Services teams. In addition, the End User Services Manager is responsible for ensuring an effective and efficient level of IT Support is provided within the desktop support environment for IT related issues or problems. Other responsibilities include managing team schedules, ensuring adequate coverage during EUC support hours, preparing reports on team workloads and issue resolution metrics. In addition, this person will create and maintain documentation for systems and procedures, perform asset management, maintain hardware inventory, and track software licenses for end-users.

This position sits within our Boston Support Center with an expectation to be onsite 60% of the time. Travel Required -25% of the time

 

RESPONSIBILITIES

• Manage and perform supervisory duties on a daily basis for the Inspire IT Desktop Support Teams across all brand locations and offices and ensure procedures and processes are followed.
• Act as a primary point of contact for escalation from a Desktop Support level in times of major system outages, supplier issues and conflict resolution with End Users.
• Support and interact with executive-level users and influence their adoption of IT best practices.
• Research hardware, software, and infrastructure technologies. Assess business needs and develops solutions to ensure technology meets business needs.
• Develop and manage effective and workable frameworks for managing and improving IT support in the organization. 
• Develop and mature escalation processes and procedures to ensure seamless support for IT customers.
• Participates in the IT strategic planning process. Consults with IT management and business area leaders to assess the appropriateness of new technologies.
• Develops technology point-of-views, standards, and roadmaps for the implementation of these technologies.
• Stays current on developing technology trends.
• Defines job duties, maintains current position descriptions, hires staff, conducts performance appraisals and salary reviews, and performance management. Regularly reviews the skill sets of staff and assists in creating individual development plans.
• Categorize and prioritize end user support requests by utilizing Remedy/Service Now to track tickets and provide timely resolution.
• Ensure that all requests from End Users are handled promptly and effectively, and if necessary escalated to the appropriate level.
• Ensure adequate staffing levels are maintained within the Desktop Support teams at all times.
• Monitor and identify any trends or irregular activities on jobs logged with the Desktop Support group that could relate to potential IT issues and escalate to IT Leadership. Identify, escalate, and resolve critical issues impacting multiple users by engaging appropriate teams and communicating to leadership and impacted users.
• Develop plan and budget for periodic desktop technology refreshes, PC upgrades, and other projects as needed.
• Manage desktop technology budget. Manage invoices and payments to vendors.
• Manage all vendor relationships related to Desktop services. This includes contract negotiation, project oversight and accountability, and generally ensuring the company’s interests are being met by the vendor.
• Develops and maintains efficient inventory and asset management processes, procedures, and reports on inventory to ensure responsible use and security of company assets.
• Prepares annual capital and expense budget projections. Tracks expenditures and reports on budget.
• Identifies opportunities for improved efficiency in automation, tool deployment, ITIL best practices and other areas. Communicates with appropriate leadership to ensure these initiatives stay in alignment with the technology direction of the company.
• Develop continuous improvement culture and practices of the team. Establish and communicate goals and objectives and hold the team accountable to achieve them.

EDUCATION AND EXPERIENCE QUALIFICATIONS

• 5 years of managerial and leadership experience.
• 8+ years of IT Support experience in an enterprise environment.
• Required Minimum: 4-year degree in IT or related field preferred.

REQUIRED KNOWLEDGE, SKILLS, OR ABILITIES

• Extensive knowledge of Microsoft Windows 11, 365, Azure, and Intune. Familiarity with MacOS,  Jamf, remote management and troubleshooting, asset management and inventory, printing, and call centers.
• Experience with Desktop as a Service technologies.
• Technical computer skills as well as goo