End User Technology Senior Manager

Senior Manager, End User Technologies

The Senior Manager, End User Technologies is a strategic leadership role within Technology & Operations Services charged with delivering exceptional technical support services across the organization. This leader guides a skilled team supporting nearly 1,000 people throughout the US, as well as a growing presence in India and potentially other global locations. The role encompasses overseeing traditional help desk support, laptop imaging, office and workspace equipment setup across our 15 office locations, and the management of strategic vendor relationships for critical workspace capabilities, including laptops, multi-functional printers, and scanners. Collaboration with cross-functional partners within and outside of Technology & Operations Services ensures the team's strategies are fully aligned with business objectives and evolving technological needs.

Leadership and Team Management

Lead, mentor, and develop a team of End User Technology Specialists across US and international locations.

Set clear goals, expectations, and performance metrics for the End User Technologies team.

Foster a culture of collaboration, accountability, continuous learning, and service excellence.

Strengthen teamwork between the End User Technologies team and the other teams within Technology & Operations Services, Administrative Operations, and the Geographic Leaders.

Conduct regular team meetings, coaching, and skills workshops to enhance technical and customer service capabilities.

Recruit, onboard, and retain top IT support talent

Operations and Delivery

Oversee daily operations of the IT support and help desk, ensuring prompt, effective support for nearly 1,000 users in the US, India, and other expanding sites.

Supervise and continuously improve traditional help desk support, ensuring accurate ticket management and effective resolution of end-user issues.

Manage the end-to-end process for laptop imaging and deployment, guaranteeing device reliability and security.

Coordinate office and workspace equipment setup across our office footprint, including monitors, peripherals, docking stations, and other technology essential for productive work environments.

Ensure seamless onboarding for new hires from a technology standpoint

Develop and maintain SLAs, KPIs, and reporting dashboards to monitor service quality and user satisfaction.

Refine and maintain standards and policies that ensure compliance with best practices, industry standards, and regulatory requirements for all support activities.

Vendor Management and Strategic Relationships

Oversee relationships with strategic vendors, especially for critical assets such as print management.

Evaluate vendor performance, negotiate contracts, and ensure optimal delivery of products and services.

Coordinate procurement, deployment, and maintenance of hardware assets and office equipment in partnership with vendor partners.

Technical Leadership

Serve as an escalation point for complex technical issues, providing guidance and hands-on support as needed.

Stay up to date with IT trends, security protocols, troubleshooting methods, and emerging technologies relevant to hardware, software, and workspace equipment.

Coordinate with the other teams within Technology & Operations Services, especially the Infrastructure, Security, and DevOps team, to resolve multi-faceted problems and implement new solutions.

Ensure documentation of processes, troubleshooting guides, and user instructions are accurate and accessible.

Customer Service and Stakeholder Engagement

Champion a user-centric approach, delivering responsive, empathetic, and effective support to all users, including those at remote or international locations.

Build relationships with technology peers, business leaders, geographic leaders, and end-users to understand their needs and expectations.

Gather feedback to identify issues and successes to inform process improvements.

Communicate IT support policies, procedures, and service updates clearly and professionally.

Manage escalations, complaints, and major incidents with tact and a commitment to resolution.

Continuous Improvement and Innovation

Analyze support trends, performance data, and user feedback to optimize processes and identify opportunities for cost savings and operational excellence.

Implement quality assurance programs, knowledge management initiatives, and training modules to elevate team performance.

Drive or participate in projects to automate repetitive tasks and enhance efficiency, such as adopting self-service portals or proactive support tools.

Risk Management and Security

Ensure support operations comply with organizational security policies and regulatory requirements.

Educate the team and end-users on cybersecurity, data protection, and safe computing practices.

Participate in disaster recovery, business continuity, and incident response planning as related to support services.

Assess and mitigate operational risks, escalating critical threats as necessary.

Qualifications

Bachelor's degree in Computer Science, Information Technology, or a related field; advanced degrees or relevant certifications (e.g., ITIL, HDI, CompTIA) are valued.

Minimum 7-10 years of progressive experience in IT support, help desk management, or related technical service roles.

Experience managing traditional help desk operations, laptop imaging and deployment, office equipment setup, and vendor partnerships.

Proven track record of leading teams in a growing, fast-paced environment, including supporting merger & acquisition activity.

Proven track record of support excellence across a multi-site, multi-national environment.

Strong knowledge of IT service management frameworks, incident management workflows, and support technologies.

Exceptional communication, interpersonal, and customer service skills.

Demonstrated ability to manage complex projects, prioritize tasks, and adapt to rapidly changing environments.

Proven success establishing, tracking, and forecasting expense and capital budgets.

Analytical mindset with a focus on data-driven decision making and continuous improvement.

Proven track record creating a collaborative environment with peers and peer groups.

Core Competencies

Leadership : Motivates teams, sets a clear vision, and drives high performance.

Technical Acumen : Deep understanding of IT systems, tools, and troubleshooting methodologies.

Coaching : Develops team members to expend their skills and expertise to support their short- and long-term career goals as well as team needs

Customer Orientation : Committed to delivering outstanding service and value to users.

Problem Solving : Effective at diagnosing issues, identifying root causes, and implementing sustainable solutions.

Communication : Skilled at conveying technical concepts to non-technical audiences with clarity and empathy.

Change Management : Facilitates adoption of new technologies and processes, addresses resistance, and fosters agility.

Collaboration : Creates a spirit of teamwork and support within the team and with a wide range of stakeholders.

Project Management : Organizes resources, manages timelines, and ensures successful project delivery.

Security Awareness : Proactively manages risks and promotes a secure IT environment.

Location

Cleveland, Akron, Youngstown, OH; Chicago, IL; Baltimore, MD; Philadelphia or Pittsburgh, PA; Milwaukee, WI

Hybrid work environment

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