Manager, End User Computing

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Position Overview

The Manager of End User Computing is a result-driven leader responsible for monitoring and supervising a team of technicians to achieve the organization’s objectives. Responsibilities include managing personnel, providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.
This position will manage a team of End User Computing Technicians that resolve and report various computer problems related to network infrastructure including end user support, security upgrades, and maintenance. This is a 2nd tier IT support team for internal employees. This position will also be responsible for managing the outsourced tier 1 Service Desk team and processes.
It demands strong technical skills and customer service at the highest of levels.
A top-notch manager should display excellent interpersonal skills to build quality relationships with the team and with customers, be goal-driven, and manage the day-to-day activities of the team efficiently.

Essential Job Functions
Lead a team that delivers tier 2 technical assistance and support related to computer systems, hardware, and software.
Manage the tier 1 outsourced Service Desk process, providing metrics, training, and documentation.
Manage the ticket queues for End User Computing and Service Desk.
Manage the day-to-day activities of the teams.
Motivate the team to achieve organizational goals.
Develop and implement a timeline to achieve targets.
Delegate tasks to team members.
Conduct training of team members to maximize their potential.
Empower team members with skills to improve their confidence, product knowledge, and communication.
Contribute to the success of the iService program.
Create a pleasant working environment that inspires the team.
Develop and maintain documented support procedures and prepare end-user documentation.
Respond to service tickets/calls, troubleshoot, and run diagnostic programs, isolate problems, and determine and implement the most appropriate solution.
Maintain, support, repair, upgrade and deploy hardware.
Utilize Active Directory for account move/add/change and user creation.
Participate in the physical deployment, move, and recovery of hardware.

Requirements
High school diploma or similar.
Excellent communication, interpersonal, organizational, verbal/written communication, structured analytical and presentation skills.
Confidence and skillful negotiating.
Strong organizational skills to give the team direction.
At least 3 years previous experience managing a team.
At least 3 years previous technical support experience, providing 1st tier Service Desk or 2nd tier IT Support in a professional environment.
At least 5 years of experience supporting LAN/WAN, TCP/IP, Active Directory technologies.
Ability and desire to provide excellent customer service to the user population.
Working knowledge of Microsoft operating systems and applications *Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers.
Experience with Exchange, Active Directory, Networking, VMWare.
Proven ability to support customers in a technical environment.
Willingness to take ownership of problems and follow through to completion.
Able to promptly answer support related email, phone calls and other electronic communications.
Self-motivated, detail-oriented, and able to work independently and efficiently to meet deadlines.
Ability to manage multiple projects simultaneously with minimal supervision.
Problem solving skills and the ability to exercise sound judgment in any customer service scenario.
Must have experience troubleshooting PC and Laptop hardware issues.
Must be able to verbally communicate instructions or other information as required.
Must be able to exert physical strength and occasionally lift 25 pounds.
Must be able to bend, turn/twist, kneel, squat 30-40% of each workday.
Knowledge of connections, wiring and cabling, and network management (including DNS).

Preferences
A+ certification is preferred.
Network + certification is preferred.
ITIL certifications are preferred.

Other Skills/Abilities
Must be able to always adhere to confidentiality standards and professional boundaries.
Attention to detail.
Time Management.
Ability to remain calm and professional in stressful situations.
Strong commitment to excellence.
Quick-thinking and astute decision-making skills.
Effective problem-solving and conflict resolution.
Excellent organization and communication skills.
Demonstrated analytical and problem-solving skills.
Ability to work in a project-based team environment with minimal supervision.
Ability to handle multiple tasks at one time in a fast-paced office environment handling multiple demands.
Ability to meet deadlines and reprioritize work to meet changing requirements.
Strong organization and time management skills.
Customer focused with dedication to customer satisfaction.
Able to communicate effectively to people at all levels of the organization.

Physical Requirements
Able to lift equipment from 15 to 25 pounds.

Environment
Performs duties in an office environment or while working remotely during agency operating hours.
Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions.

Other Duties
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

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