Manager, End User Support
Apply NowCompany: Freshpet, Inc.
Location: Bethlehem, PA 18017
Description:
The End User Services Manager is responsible for overseeing the delivery of IT support services to end users across the organization. The End User Services Manager manages a team of IT technicians, analysts, and specialists who provide technical assistance, troubleshooting, and training to end users. The End User Services Manager also ensures that the end user services are aligned with the IT strategy, policies, and standards of the organization.
Responsibilities
Manage the end user services team, including hiring, training, coaching, and performance evaluation.
Plan, coordinate, and monitor the delivery of IT support services to end users, including hardware, software, network, and security issues.
Establish and maintain service level agreements, metrics, and reports to measure and improve the quality and efficiency of end user services.
Develop and implement best practices, policies, and procedures for end user services, ensuring compliance with IT standards and regulations.
Manage the end user services budget, inventory, and assets, ensuring optimal utilization and cost-effectiveness.
Collaborate with other IT managers and stakeholders to identify and resolve end user needs and expectations.
Stay updated on the latest trends and developments in end user technologies and services, and recommend solutions to enhance end user experience and satisfaction.
Requirements
Bachelor's degree in Computer Science, Information Systems, or related field.
At least five years of experience in IT support or end user services, with at least two years of supervisory or managerial experience.
Strong knowledge of end user technologies and services, such as desktops, laptops, mobile devices, printers, scanners, software applications, network connectivity, and security tools.
Excellent communication, interpersonal, and customer service skills, with the ability to communicate effectively with end users of different levels and backgrounds.
Strong leadership, organizational, and problem-solving skills, with the ability to manage multiple tasks and projects in a fast-paced environment.
Certifications in ITIL, Microsoft, CompTIA, or other relevant areas are preferred.
Responsibilities
Manage the end user services team, including hiring, training, coaching, and performance evaluation.
Plan, coordinate, and monitor the delivery of IT support services to end users, including hardware, software, network, and security issues.
Establish and maintain service level agreements, metrics, and reports to measure and improve the quality and efficiency of end user services.
Develop and implement best practices, policies, and procedures for end user services, ensuring compliance with IT standards and regulations.
Manage the end user services budget, inventory, and assets, ensuring optimal utilization and cost-effectiveness.
Collaborate with other IT managers and stakeholders to identify and resolve end user needs and expectations.
Stay updated on the latest trends and developments in end user technologies and services, and recommend solutions to enhance end user experience and satisfaction.
Requirements
Bachelor's degree in Computer Science, Information Systems, or related field.
At least five years of experience in IT support or end user services, with at least two years of supervisory or managerial experience.
Strong knowledge of end user technologies and services, such as desktops, laptops, mobile devices, printers, scanners, software applications, network connectivity, and security tools.
Excellent communication, interpersonal, and customer service skills, with the ability to communicate effectively with end users of different levels and backgrounds.
Strong leadership, organizational, and problem-solving skills, with the ability to manage multiple tasks and projects in a fast-paced environment.
Certifications in ITIL, Microsoft, CompTIA, or other relevant areas are preferred.