Manager Of End User Support

About This Role

Manage all aspects of delivery and support for end-user systems including PCs, laptops, printers, and peripherals, ensuring operational efficiency and service-level requirements for a team of 10 employees. This role involves improving customer service, leading the team, and ensuring compliance with IT Service Management (ITSM) processes.

Responsibilities

• Manage all aspects of delivery and support related to PCs, laptops, printers and peripherals
• Participate and consult with business operating units to identify IS implications of strategic and operating plans
• Identify and recommend opportunities to leverage existing and emerging technologies
• Ensure system performance and service-level requirements are met
• Develop and maintain a culture that promotes service excellence and employee empowerment
• Ensure a smooth transition of end user systems from implementation to production and on-going operational support
• Promote the philosophical direction of IS in the adoption of ITSM by managing team compliance with IS governance and ITSM processes
• Work with business operations teams to ensure good coordination of IS changes without impacting business processes
• Participate in the annual external financial audit of security and controls and annual IS risk assessment
• Develop and implement action plans to address any gaps identified during the audit process

Requirements

• Operational management and customer service focus in end-user support
• Managed a team of 10 employees and partnered with 2 other peer managers
• Knowledge within end user support (desktop, Windows 11, Mac, ServiceNow)
• Management skills
• Incident management
• Lifecycle Management
• Active Directory
• AVD

Qualifications

• Intermediate level experience

Nice to Have

• Experience in a healthcare environment

Skills

* Required skills