Senior Manager, End User Services

What you'll do

• Manage all aspects of the organization's technical help desk operations.
• Provide mentoring, leadership, and technical guidance to team members and customers.
• Develop and optimize processes to meet service level requirements and performance goals.
• Establish policies and procedures to ensure high-quality service for internal customers.
• Implement systems and tools to identify, document, track, and resolve reported problems.
• Analyze key metrics to evaluate help desk performance and identify problem areas.
• Manage resource planning and strategic decision-making to support organizational objectives.
• Oversee personnel actions including hiring, training, and performance management for the team.

What we're looking for

• Must have an Associate's Degree and 7-8 years of experience or an equivalent combination of education and experience.
• Proficiency in Microsoft Office, including Excel, Word, and PowerPoint is required.
• Experience managing professional employees and/or supervisors is required.
• Ability to manage all aspects of a technical help desk, including process optimization and performance metrics.
• Ability to lead personnel actions such as hiring, performance management, and termination.
• Preferred candidates will hold a Bachelor's Degree in Business or IT.
• Preferred skills include Technical Project Management, Issue Resolution, Vendor Management, and Solution Delivery.