Manager, End User ComputeRemote - United StatesJR009990

　　Accomplishes department objectives by managing staff; planning and evaluating department activities.

　　Key Responsibilities:

　　Selects and develops staff to ensure all go-live timelines are met and post-live objectives are being met.

　　Maintain accurate and thorough documentation of client environments and support procedures.

　　Determine appropriate performance expectations and manage across all staff.

　　Drive team to achieve all KPI’s and associated metrics.

　　Responsible for directing and executing day-to-day operations including managing escalations associated with client reported incidents, requests & changes.

　　Drive customer satisfaction with focus on continuous improvement.

　　Establish strong relationships with clients to gain full understanding of expectations and develop partnerships to achieve common goals.

　　Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries.

　　Participates in annual budget process, periodic forecasting, and periodic analysis of operations performance.

　　Required Skills

　　1-2 years’ experience in Team Lead, Supervisory or Manager Position within an end user support desk.

　　Strong analytical and diagnostic abilities.

　　Capability to understand and motivate staff to develop capabilities.

　　Ability to quickly adapt to advancing technologies and processes.

　　Strong analytical skills with history of determining root cause to shortfalls and creation of associated action plans.

　　Must be able to establish strong relationships and collaborate across internal teams and clients.

　　Calm under pressure and able to manage major incidents.

　　Previous experience with Microsoft specific to Intune, Office 365, SharePoint, OneDrive & Teams.

　　Knowledge of Desktop/Laptop/Thin Client hardware support and coordination with 3rd party hardware vendor.

　　Understanding of remote software packaging and distribution

　　JR009990