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Manager Global End User Compute
hace 4 meses
**Responsibilities**:
**Key Responsibilities**:
- Lead and manage a team of End User support specialists providing business hours and relevant off hours support and availability
- Serve as the escalation point for End User issues and problems
- Value optimization by driving utilization and adoption of EUC technology investments
- Lead and drive continuous improvement opportunities in end user computing experience
- Primary operational point of contact for our strategic EUC outsourcing partner/s
- Develop appropriate KPIs reporting to track performance in the End User Environment
- Build strong internal customer relationships to ensure we are aligned to customer and business needs while prioritizing key initiatives
- Interface with Senior IT leadership on problem/incident calls and acts as an escalation point
- Coach and mentor team members, promote a growing, transformative IT culture
- Develops and maintains a solution roadmap, product catalog and vision for End User Computing technologies and processes
- Manage an endpoint software distribution solution that encompasses modern imaging, packaging, and software deployment best practices
- Assures that the End-User Computing support team operates effectively to meet defined Service Level Agreements and defined customer expectations.
- Engage external partners to create and maintain a hardware and client software roadmap that will contribute to a productive workforce
- Maintain awareness of changing IT trends and regulations which might impact the company and develop strategies that will mitigate any incoming risks and/or take advantage of any future benefits
- Assess upcoming technologies and recommend innovative use of new features and technologies related to desktop management with the objective of enhancing end user experience
- Develop and sustain current documentation relating to areas of responsibility
- Work within established configuration and change management policies ensuring awareness, approval and success of changes made to the areas of responsibility
- Work and communicate with a wide range of people - leadership, peers, vendors, staff members including program leadership, and others.
Qualifications:
**Minimum Qualifications***:
- Bachelor degree in Information Systems Management, Computer Science or Business
- 10+ Years of experience managing end user computing and collaboration technologies
- 10+ Years of experience architecting EUC solutions and processes
- 10+ Years of experience with managing Microsoft end user technologies
**Additional/Preferred Qualifications***:
- Demonstrated ability to organize workload, multitask, think analytically, solve technical problems, and establish relationships across business and IT team members
- Agile Scrum experience
- Experience with technical project management
- Strong foundation of the key technologies relevant to end user compute: SSO, Networking, Active Directory, LDAP, End Point Security, BYOD, Citrix, Windows Managed Desktop
- Certified in ITIL Foundation (plus)
- Experience scripting using JavaScript, VBScript, Python, HTML
- Excellent written and verbal communication skills
- Experience managing globally dispersed internal employees and external contract resources.
- Open to occasional travel (10% max)
**Key Behavioral Competencies***:
- Customer focus
- Ownership mindset
- Results oriented and a bias for action
- Embraces change and innovation
- Inspires others and builds capability so to succeed as a global team
- Can work collaboratively across matrix organization structure and lead through influence as effectively as through direct management control.
- Effective in building strong strategic relationships and partnerships globally.
Overview:
We are seeking a Manager of Global End User Computing (EUC) and Collaboration Technologies. This role is responsible for delivery of End User Computing services, technologies, processes, roadmaps, and strategy to enable and accelerate productivity of our global workforce. This role requires a hands-on leader who, working directly with their team and in collaboration with other IT and business functions, will be accountable for daily support for the EUC function, in addition to on-going enhancement of our EUC services supporting 14000+ users globally.
Reporting to the Director of Global IT Operations this senior manager will have global responsibility in creating and delivering an excellent computing experience for a dynamic, global enterprise, focused on the satisfaction of our user base. This is a highly visible and user facing role, requiring leadership and partnership with many IT and Business functional areas. This position will brainstorm and challenge the processes, strategy and day to day execution thereof on a regular cadence to drive continuous improvement.
