Job Description
Reporting into the Director, IT Operations & Infrastructure, the Manager, End User Computing will have global responsibility in creating and delivering an excellent computing experience for a dynamic and high impact community to enhance the satisfaction of our enterprise user base. This is a highly visible and user facing role, requiring leadership and partnership with many IT and Business functional areas. This key role manages all End User office technologies, including desktop, laptop, mobile, telephony and video conferencing, with broad responsibilities for delivery of our key user services.
CORE ACCOUNTABILITIES: - Responsible for management of strategic outsourcing partners in relation to end user support service levels
- Responsible for Cole Haan service delivery model
- Responsible for escalations from service desk (Level 1) in support of end user devices and applications
- Accountable for L1-L3 end user computing service including both PC, Mac, and mobile applications and hardware
- Responsible for end user incident and request management and service level reporting
- Accountable for customer satisfaction actions to ensure team follow-up on any call outs or concerns
- Vendor Management - service level attainment tracking & reporting as a component of overall governance reporting and IT metrics
- Manage appropriate capacity of the services to meet resource supply and demand specific projects
- Manage relationships and communications with business partners and key stakeholders
- Contribute to process improvement by constantly refining service delivery model based on advancing technology
- Direct efforts to create and enhance standards/best practices and drive adoption across the technical team
- Convert business requirements into technology requirements.
- Maintain operations by utilizing a combination of internal resources as well as external vendors
- Maintain committed service levels within defined budget
- Responsible for ongoing continuous service improvement through coordination and communication between support and business functions.
- Own Asset Management and Device Management tools and process to Track, Manage, Report, and Action in accordance with IT Governance policy compliance
- Accountable for all End user device patch management/security compliance
- Manage end user device life cycle; procurement , deployment, retirement
- Manage capital and operational projects in end user computing environment
- Responsible for overall call tracking tool and hierarchy in a distributed environment
- Develop the service strategy for IT Operations End User Compute services, with annual updates and an updated roadmap in conjunction with Enterprise Architecture
- Understand IT service cost drivers and connect cost of service
- Advanced degree or equivalent and relevant technical management experience required
- 5+ years of progressive IT experience
- 3+ years experience managing technical resources in End User support
- End user Asset and Device Management Experience
- 3+ years vendor management experience
- ITIL Certification or equivalent experience
- IT Governance/Compliance experience
- PMP Certification or equivalent experience
- Experience with ITIL framework a plus
- POS Support and Accreditation Certification
Base Salary/Hourly Range: From $135k to $150k annually*
Bonus Eligibility: Yes, eligible for annual target bonus based on company and individual performance
Benefits Offered: Health Insurance, Dental Insurance, Vision Care, Health Savings Accounts, 401(k) Retirement Plan, Vacation Time, Sick Time, Paid Parental Leave, Holidays and Cole Haan Discounts
*Rate of pay dependent upon candidates' relevant skills and experience
This position is not available to be performed in Colorado. Cole Haan
Job Tags
Hourly pay, Holiday work,