Director Of End User Support

Position Summary: 

The Director of End User Support will be responsible for defining a range of solutions and services to enable enterprise customers to be as productive as possible while providing an intuitive, efficient and consistent user experience. This leader embraces and promotes modern workplace and mobile solutions to enable the workforce to perform their roles more effectively from anywhere at any time.

This position will provide leadership, mentorship, and supervision of the End User Support teams. Responsible for delivering technical support services and solutions that are timely, effective, and delivered with the highest quality. The Director will need to build credible relationships with the user community and ensure customer expectations are met and exceeded. Requires strong familiarity with Microsoft environments, System Center support solutions, Windows 10, MS Office Suite and working in enterprise environments with 3,000+ users, must be able to perform quality monitoring, scheduling, training, support analytics, and other departmental duties.

Essential Job Functions:

• Manages the End User Support staff with regards to performance evaluations, promotions, training, hiring and disciplinary responsibilities
• Build and manage 24/7/365 environment including in-call and escalation practices to provide efficient and timely support
• Ensure service needs and SLAs by reviewing support management system, providing training, and making sure the knowledge base information is accurate and up-to-date
• Development and maintenance of support operating procedures that support the day to day procedural processes and reinforce policy adherence
• Assist in policy and procedure development based on direction from senior IT management
• Address complicated support issues that are escalated by team members
• Conduct meetings with team members to review status of IT service issues
• Creation and support of standards, processes and procedures necessary to produce the deliverables from the team
• Meet with IT management to review overall performance, trances and issues and to gain feedback on support performance
• Collaborates with other groups in handling and responding to client issues, problem analysis and making requested service improvements
• Ensure that proper escalation paths are followed by the support staff that are in line with documented
  procedures and policies
• Train staff on operational procedures and troubleshooting techniques
• Create client facing communication to address service outages, system upgrades and general IT informational
  announcements
• Gather and analyze metrics to benchmark the End User Support team workload/performance and identify trends
  and issues
• Strong program and service delivery skills
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and
  drive towards operational maturity
• Great communications and collaboration skills across the global End User Services Team

Position Requirements: 

Required Experience

• Experience in introducing performance metrics and data as a basis of operational analysis and decision making
• Experience introducing operational discipline into ad hoc process areas
• Experience with process development and organizational change management
• Experience working with globally distributed teams and process ensuring common practices
• Experience performing and monitoring Sarbanes-Oxley controls

Minimum Required

• 10+ years total experience with increasing responsibility in incident management, system support, policy and
  procedure development, and problem management processes.
• 10+ years total experience with increasing responsibility leading a frontline team within a global IT capacity
• 15+ years in an information technology role
• 15+ years demonstrating working knowledge of End User hardware, operating systems, Microsoft applications
• Excellent oral communication: proven ability to express ideas verbally, including strong presentation skills
• Excellent written communication: proven ability to produce a variety of business documents that display a
  command of language, clarity of thought and orderliness of presentation

Preferred Experience

• Bachelor’s Degree in Business, MIS or equivalent experience
• ITIL foundation certification
• MCSA certification

Pay Range: $118k - $162k