Introduction: Buchanan Technologies is seeking a dedicated Manager, IT End User Support Specialist to join our dynamic IT team. This role is crucial in maintaining high levels of IT support and ensuring that all employees have reliable access to the technology they need to perform effectively.
This position leads our initiatives to deliver exceptional IT services and support to our end users, and will oversee the Service Desk, IT Service Management, Endpoint Management, Procurement, Depot Services, Field Services, and Voice of the Customer Feedback. This position is responsible for managing internal teams and managed services providers to execute the strategic vision for End User Services, while driving continuous improvement and innovative technology solutions.
DUTIES AND RESPONSIBILITIES:
Service Delivery Management
- Oversee the design, implementation, performance, and improvement of end-user technology solutions, services, and support
- Ensure end-user hardware, peripherals, and tools are effective and matched to business needs
- Oversee the effective operations of the Service Desk in partnership with the Service Desk Manager and Managed Services Provider(s)
- Ensure the quality of various Field Services as delivered by internal technicians and/or Managed Service Providers
- Establish and monitor KPIs to track Service Delivery Effectiveness
- Ensure SLAs are consistently met and exceeded
- 5+ years proven experience leading an End User Services team to deliver innovative solutions in a modern, (preferably cloud-based) environment for a forward-thinking organization
- Strong knowledge of end user computing environments, modern workplace tools, and collaboration platforms
- Strong ability to manage vendors by setting expectations and accountability
- Strong ability to quickly develop trust and relationships with others
- Strong ability to operate independently to achieve results
- Familiarity wth ITIL practices and service management tools.
- Strong analytical and problem-solving skills.
- Strong verbal, written and visual presentation skills required.
- Proven strong negotiating and consensus-building abilities required.
- Proven skills to work effectively across internal functional areas.
- High sense of urgency and ability to execute independently.
- Effective communicator (verbal and written), comfortable with interacting with internal and external customers required.
Endpoint Management
- Ensure endpoints are managed and delivered with a seamless onboarding experience that includes relevant business applications and secure configurations.
Procurement and Depot Services
- Oversee Managed Services Provider to ensure timely service, testing, appropriate inventory levels, and expected equipment lifecycle services.
Field Services
- Manage internal team and service providers to ensure the equipment in model homes and construction trailers is installed professionally, is working properly, and the employees in those locations receive prompt and professional service as needed.
- Ensure the equipment in model homes and construction trailers is effective and tailored to their use
Voice of the Customer Feedback
- Develop and oversee a VOC strategy for measuring company feedback around the Support and Service provided by the EUS and Service Desk teams.
- Celebrate wins and develop action plans for improvement based on results.
Modern Workplace Projects and Continuous Improvement
- Lead the planning, execution, and management of modern workplace initiatives such as Office 365, collaboration tools, cloud-based virtual desktop infrastructure, mobile device management, and “anywhere, any time, any place” solutions.
- Drive innovation by spending time understanding the business and partnering with vendors to improve collaboration, streamline processes, and enhance the overall end-user experience.
- Establish operational metrics for each functional area within End User Services and find ways to improve continually.
- Partner with business leaders and their teams to provide equipment and solutions that enable employees to be more effective (Surface tablets, Microsoft Co-Pilot, Microsoft Teams Phone with analytics and integrated SMS, etc).
RESULTS EXPECTED:
- Well-designed and implemented End-User Services program that delivers modern, best-in-class solutions and services to Highland’s employees.
- Vendors and internal teams are managed proactively and effectively to achieve desired outcomes.
- Processes and services are streamlined, efficient, and cost-effective.
DIMENSIONS REQUIRED:
- Planning and Organization
- Sound Judgment and Problem Analysis
- Self-Development Orientation
- Adaptability and Flexibility
- Excellent interpersonal skills, effective communicator and problem solver
- Driven to improve customer satisfaction, both internally and externally
- Ability to maintain professionalism at all times under high-pressure situations
- Must be able to meet team goals and enjoy working collaboratively as a team
- Time Management
MINIMUM QUALIFICATIONS:
- · 5+ years proven experience leading an End User Services team to deliver innovative solutions in a modern, (preferably cloud-based) environment for a forward-thinking organization
- Strong knowledge of end user computing environments, modern workplace tools, and collaboration platforms
- Strong ability to manage vendors by setting expectations and accountability
- Strong ability to quickly develop trust and relationships with others
- Strong ability to operate independently to achieve results
- Familiarity wth ITIL practices and service management tools.
- Strong analytical and problem-solving skills.
- Strong verbal, written and visual presentation skills required.
- Proven strong negotiating and consensus-building abilities required.
- Proven skills to work effectively across internal functional areas.
- High sense of urgency and ability to execute independently.
- Effective communicator (verbal and written), comfortable with interacting with internal and external customers required.
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Buchanan Technologies provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, or genetics. In addition to federal law requirements, Buchanan Technologies complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.
Job Types: Full-time, Permanent
Pay: $45.00 - $50.00 per hour
Expected hours: 40 per week
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Schedule:
- 8 hour shift
- Monday to Friday
- Weekends as needed
Experience:
- IT Help Desk: 10 years (Required)
- Senior Help Desk Leadership: 5 years (Required)
Ability to Commute:
Ability to Relocate:
- Plano, TX: Relocate before starting work (Required)
Work Location: In person