IT Manager of End User Services

Overview :

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Responsibilities :

MV Transportation is seeking a highly skilled and motivated First Line IT Manager to oversee and manage our End User Services department.

This role will be responsible for leading a team that provides excellent service desk support, efficient desktop services, reliable tablet management, and effective voice services to our organization's end users.

The successful candidate will possess strong technical expertise, exceptional leadership qualities, and a customer-centric mindset.

Service Desk Management :

Oversee the service desk operations, ensuring timely and effective response to end user requests, incidents, and queries.

Develop and implement service desk policies, procedures, and best practices to optimize productivity and enhance customer satisfaction.

Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing necessary actions.

Desktop Services :

Manage the deployment, configuration, and maintenance of desktop hardware and software across the organization.

Develop and enforce desktop management standards and procedures to ensure consistent performance, security, and user experience.

Collaborate with other IT teams to ensure seamless integration and compatibility of desktop systems with network infrastructure and enterprise applications.

Tablet Management :

Oversee the provisioning, configuration, and maintenance of tablets used by employees, ensuring smooth operation and optimal performance.

Implement and enforce security measures to protect sensitive data on tablets, including encryption, access controls, and mobile device management solutions.

Stay updated on emerging tablet technologies and recommend innovative solutions to enhance productivity and user experience.

Voice Services :

Manage the organization's voice services, including telephony systems, call routing, and conferencing solutions.

Ensure high availability, reliability, and quality of voice services, troubleshooting issues and coordinating with vendors when necessary.

Collaborate with stakeholders to identify voice service requirements, propose enhancements, and implement new technologies as needed.

Team Leadership and Collaboration :

Lead, motivate, and mentor a team of IT professionals, fostering a positive and collaborative work environment.

Assign tasks, set performance goals, and conduct regular performance evaluations for team members.

Collaborate with other IT managers and stakeholders to align end user services with broader IT strategies and organizational goals.

Qualifications :

Talent Requirements :

Bachelor's degree in computer science, information technology, or a related field (or equivalent work experience).

Proven experience managing end user services, including service desk operations, desktop management, tablet management, and voice services.

Strong technical expertise in relevant technologies, such as service desk ticketing systems, desktop operating systems, mobile device management, and voice communication systems.

Excellent leadership skills with the ability to inspire and motivate a team to achieve high performance.

Customer-centric mindset with a focus on delivering exceptional end user experiences.

Strong problem-solving and analytical skills to identify and resolve complex IT issues.

Effective communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels.

Project management experience, with the ability to prioritize tasks and meet deadlines.

MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances.

The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.