The primary function of the Manager, End User Support is to manage the End User Support staff as they provide hardware and application support for employees, clients, and business partners who contacts the IT Help Desk.
Responsibilities:
Manages the IT End User Support staff; assures adequate coverage during business hours, performs annual reviews, assigns goals, and meet with the staff regularly to review progress against those goals.
Develops and implements a method for accurately tracking the amount of time each ticket is open, by ticket type and by ticket assignee and uses this information to make enhancements for improving productivity
Monitors status of open help tickets and assures tickets are addressed in a timely manner according to published SLAs for help tickets
Plans and executes the moving of individuals and entire departments to assure all users have everything they require the next business day following a move
Works closely with printer support vendor and monitors SLAs for responsiveness, generates reports which show which printers break down most frequently, and schedules these for replacement.
Assures proper distribution of printers to assure the most print-centric departments have the most reliable and robust printers
Through continuing research, networking with peers, and independent study, stays on top of new and emerging technologies, recommending to management those which may be useful for improving service
Assures all new hires have all the hardware, applications, and rights they require to perform their job function on day one; this includes maintaining sufficient inventory of desktop computers, notebooks, Microsoft Surface, and peripherals at all times, and re-ordering hardware at pre-determined levels of inventory to assure we never are down to zero devices
Keeps track of recurring issues and takes steps to address the underlying cause and bring to the attention of IT management and, as necessary, to the training department as some recurring issues may reflect a lack of training
Continually updates a knowledgebase to assure that the solution for "one-off" issues is made available for research in the future
Holds meetings with End User Support staff on a regular basis
Assures all desktop computers/notebooks/Surfaces, printers and other networked equipment get an inventory tag and included in the inventory database
Assures the inventory database is kept current when employees move and/or when equipment is decommissioned
Assures hard drives, phones, USB drives, phones, and all other devices that contain data are shredded when decommissioned
Schedules the pickup and disposal of decommissioned devices
Appropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Periodic travel between NJ/PA offices as needed; on rare occasions, travel to AZ, MO offices.
Qualifications:
Bachelor's degree or equivalent required
5+ years of experience supporting end-users in a large, complex networked environment required
Experience using a ticket tracking system
Excellent written and verbal communication skills
Proven working knowledge of desktop/notebook computers, operating systems, and end-user applications
Demonstrated ability to work in a team environment is crucial
Must be available for phone call, text, and/or IM for emergency service during non-business hours regardless of time of day, day of week, including holidays
Must be able to provide remote support via VPN as needed
