IT End User Services Manager, IT Operations

This role will oversee Tesla IT Answer, Deskside Support, and Exec Support within America region. IT Answer team provides phone support for our global users, while Deskside support provides end user compute support across Factories, Workplace, and many remote locations. We are looking for a technical manager with hands on experience. One who leads by example, supports/mentors the members of their organization and can strategically ensure teams level of service does not slip as company expands.

Responsibilities

• Strong leadership and team building skills with excellent communication and prioritization. Solid common sense thinking with ability to see bigger picture, attention to detail, decision making, and embrace changes
• Excel on operational improvement, solid analytical skills, define and maintain process and procedures and distribute to team members
• Ensure all staff are trained and following standard operating procedures and providing excellent customer service by resolving request and incidents in a timely and efficient manner
• Oversee Executive support staff to ensure team is providing white glove service
• Close collaboration with Endpoint Engineering and HRBP Team to facilitate resolution of complex technical and onboard & offboard issues, ensure alignment with business goals and objectives
• Establish and monitor KPI metrics to measure service desk performance, including- response time, resolution time, and customer satisfaction. Along with routine forecast and financial reporting on hardware and software ordering and consumption. Work with ITASM and GSM to justify necessary spend
• Conduct routine fun imaginative campaign to help drive or promote new services or projects
• Position requires to be on-site with

Requirements

• 2+ years of Management experience
• 3+ years of Desktop Support experience
• Extensive experience with Windows 10, 11 and macOS 12+
• Experience with ITIL fundamentals, SNOW, Jira, and Confluence
• Experience with Microsoft Active Directory, Group Policy, SCCM
• Experience with Windows, MacOS, and Linux provisioning & operational process
• Experience with developing hardware standards, imaging baselines, and develop tools to audit software license consumption
• Deliver 24x7x365 IT support with on-call rotation and escalation path

Compensation and Benefits
Benefits

Along with competitive pay, as a full-time Tesla employee, you are eligible for the following benefits at day 1 of hire:

• Aetna PPO and HSA plans > 2 medical plan options with $0 payroll deduction
• Family-building, fertility, adoption and surrogacy benefits
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution
• Company Paid (Health Savings Account) HSA Contribution when enrolled in the High Deductible Aetna medical plan with HSA
• Healthcare and Dependent Care Flexible Spending Accounts (FSA)
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits
• Company paid Basic Life, AD&D, short-term and long-term disability insurance
• Employee Assistance Program
• Sick and Vacation time (Flex time for salary positions), and Paid Holidays
• Back-up childcare and parenting support resources
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance
• Weight Loss and Tobacco Cessation Programs
• Tesla Babies program
• Commuter benefits
• Employee discounts and perks program
Expected Compensation

$112,000 - $198,000/annual salary + cash and stock awards + benefits

Pay offered may vary depending on multiple individualized factors, including market location, job-related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.