Under the general direction of a Manager, the Supervisor of the End User Computing team contributes to the overall success of technology usage through meticulous and consistent service delivery. The incumbent is responsible for delegating resources to projects, updating and maintaining SOPs, and training. The incumbent is responsible for the design, implementation and support of all end-user endpoints, including software and the systems used to access, deploy, and manage them. The incumbent will determine the best solutions for Inmar’s business needs, help identify gaps and shortcomings in current setups, and determine the necessary path forward to create consistent and efficient systems. The incumbent will act as a model of customer service excellence to the End User Computing Team. Contribute to the overall success of technology usage through meticulous and consistent service delivery.
What You’ll Do:
Primary Accountabilities:
Manage the daily activities of associates assigned to Service Desk and End User Experience in cooperation with the Team Manager.
Effectively escalate to management on any issue that could significantly impact the business or overall end-user experience
Create metric reporting and analyze trends on technology customer service issues
Institute continuous improvement processes, including identification of deficiencies in current processes, suggesting improvements, training and implementation of selected improvement needed
Partner with Shared Services/Platform Engineering teams on initiatives that will impact the End-User Experience
Effectively apply management skills to hiring, people development, personnel/performance issues, constructive feedback and performance management, team building and motivation
Technical (100%)
Serves as the escalation point for complex Level 3 issues providing a root cause and resolution.
Responsible for updating Jira as well as any other assigned documents for project management
Responsible for updating SOP documentation
Centrally manage a workstation environment deploying packages using software management tools, such as Microsoft Intune.
Participate in the building and maintenance of workstation images.
Assist in the production and maintenance of workstation Active Directory Group Policy Objects to manage the workstation environment.
Understand the end user computing environment and provide guidance and recommendations based on industry best practices for Endpoint Device Management, including software deployments, patch management, and OS deployments.
Create and maintain automation opportunities using strong scripting ability (VBScript, batch files, Install Script, Wise Script, PowerShell, etc.)
Participate in strategy/roadmap creation, identify and recommend new technology solutions to meet business needs.
Responsible for maintaining and enhancing accurate documentation steps for installation, maintenance and configuration activities.
Provide 24 by 7 on-call support on a rotating basis with other team members, usually for a one-week period at a time.
Lead in the successful execution of internal/team project activities, such as the implementation of a new tool.
Required Qualifications:
Bachelor’s degree in Computer Science, Information Technology
2-5 years of related hands-on work experience in a service desk environment, with at least 1 year of managerial responsibility
Or any equivalent combination of experience and training/certification that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
Expertise with service desk ticketing systems, such as ServiceNow or other ticket tracking tools
Expertise in mentoring/coaching more junior team members in customer service, and service desk and end user experience practices
Demonstrated leadership ability, including influencing, stakeholder management and consensus building
Specific Technical Skills Needed:
Individual Competencies:
Integrity: Gains the trust of others by taking responsibility for your own actions and telling the truth.
Teamwork: Builds relationships and works cooperatively with others, inside and outside the organization, to accomplish objectives to build and maintain mutually-beneficial partnerships, leverage information and achieve results.
Adaptable: Responds to change with a willingness to learn new ways to accomplish work objectives with a positive attitude.
Innovative: Ability to develop, sponsor, or support the introduction of new and improved methods, products, procedures or technologies.
Curious: A desire to inquire and learn, to seek new knowledge and wisdom, and to listen to the contributions of others with a genuine interest to better self, the team, and the organization.
Analytical and Critical Thinking: Ability to tackle a problem by using a logical, systematic, sequential approach.
Problem Solving: Gathers and analyzes information to generate and evaluate potential solutions to problems, issues and challenges while weighing the accuracy and relevance of the facts, data and information.
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.
While performing the duties of this job, the associate is:
Regularly required to use hands to finger, handle or feel objects, tools or controls, and reach with hands or arms.
Regularly required to talk or hear and read instructions on a computer monitor and/or printed on paper.
Occasionally required to stand, kneel or stoop, and lift and/or move up to ## pounds.
Regularly required to view items at an extremely close range and must be able to adjust and readjust focus.
Safety:
As an Inmar Associate, you:
Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually-beneficial partnerships, leverage information to achieve results.
Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
We are an Equal Opportunity Employer, including disability/vets.