IT End User Experience Manager

Resp & Qualifications

• Prepares strategies, roadmaps, and implementation plans for client-facing self-service tools, applications, systems, interfaces, and technologies for end users.
• Monitoring of SLA’s and KPI’s related to end user support and experience.
• Contributes to the reduction of the overall number of incidents and downtime by initiating and driving process improvement efforts.
• Develop a strong leadership team that cultivates cross-functional collaboration within the IT organization as an advocate for the end user experience.
• Liaises with business stakeholders to identify challenges and champion change.
• Develop the end user strategy and solutions while collaborating with leadership on plans to improve our user experience.
• Fosters productive partnerships with internal service delivery teams and managed service partners to ensure that the service management processes are adhered to and meet our explicit and implicit expectations.
• Manage a team with diverse backgrounds and skillsets to meet a common business goal.
• Manage assigned budgets and vendor relationships. Identify cost savings opportunities and expense management.
• Drives stakeholders to incident resolution inan effort to avoid breaching any SLAs or OLAs in place.
• Manage new technology implementations and support.
• Develops and implements a customer experience program that measures and improves customer satisfaction.
• Organizes customer feedback and communicates to the organization in a meaningful way, presents key findings, takeaways, and recommendations.
• Remains current with technological advances and has ability to apply them where applicable.
• Drives results, plans, and relationships with through a servant leadership style.

• A minimum 5-years IT operations management experience, preferably with a focus on end user services
  OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience
• Proficient in the use of ServiceNow modules
• Strong problem solving, priority setting, facilitation, multi-tasking, analytical, and collaboration skills
• Must be able to foster relationships with other stakeholders and handle stressful situations, thinking critically when time is of the essence
• Strong written and verbal communication skills with the ability to interact with all levels within the organization
• Strong understanding of Modern Desktop Management Platforms including Microsoft Endpoint Management (Intune) and System Center Configuration Management (SCCM).
• Deep understanding of Virtual Desktop Infrastructure, primarily on VMware Horizon on VMware ESX hosts, in addition to Cloud PC platforms. Familiarity with Laptop and PC hardware as well as the Microsoft Autopilot delivery process
• Familiarwith diligently patching, monitoring potential threats, and securing all desktops.

• Ability to present technical and non technical information to multiple audiences
• Ability to build relationships across a variety of partner groups in a global environment
• Ability to plan and manage complex projects
• Knowledge of engineering theory and design criteria
• Proficiency with various systems engineering tools and processes
• Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging.