Overview:

We are seeking an End User Services Manager to lead our growing technology team in New York and the Dominican Republic. The ideal candidate will have a strong working background in managing a desktop support team. They will have a solid understanding of and experience in desktop technologies, emerging trends and IT service management.

Success in the position will require exceptional communication skills, multi-tasking and troubleshooting abilities. Additionally, the End User Services Manager will work closely with the IT Infrastructure and Desktop Engineering teams to implement initiatives across the organization.

Hybrid role, 1-2 days in NYC office

Responsibilities:

• Lead a team of local and remote Desktop Support Analysts; oversee the day to day operations of the department, providing technical leadership, mentoring, delegation of responsibility and identifying and providing staff development
• Manage all end user incident and requests through an IT Service Management tool
• Compile weekly, quarterly, and annual reports and metrics. Provide data and reporting of KPI’s and trends to Director of End User Services
• Act as an escalation point for end user requests and incidents; communicate outage and emergency incidents to the organization
• Develop and oversee IT knowledge base and End User Services policies and procedures
• Manage and maintain processes for hardware and software inventory, with responsibility for procurement of all desktop equipment
• Schedule desktop resources to ensure IT project deliverables are completed on time and meet service level objectives
• Improve employee awareness of IT services, by coordinating all training, documentation, and communication of initiatives
• Manage relationships with 3rd party vendors
• Work to continuously improve existing IT processes by providing new and innovative ideas to increase automation, add value and ensure quality customer service

Qualifications:

• Bachelor’s degree in Information Systems/IT related discipline or equivalent experience preferred
• ITIL Foundation certification required
• 5+ years’ experience managing a Desktop Support team
• 15+ years working experience
• Experience in developing and implementing ITSM processes, metrics and documentation
• IT Service Management tooling experience
• Advanced technical support experience with the following technologies:
  • Active Directory administration
  • Microsoft Windows OS’s and Office applications (O365)
  • OS and application deployment tools and imaging software
  • Computer hardware

• Periodic travel and after-hours support will be required
• Ability to lift up to 50 pounds
• Must be able to work onsite in the designated NDR office location at least 1-2 days per week

• Strong communication skills with the ability to deal with stakeholders at all levels
• Inquisitive nature with experience of challenging other’s ways of thinking
• Collaborative approach and strong relationship building skills
• Ability to think strategically and deal effectively with competing priorities and demands
• Strong problem solving and analytical skills
• Excellent listening skills, to enable the understanding and dissemination of requirements from varied stakeholders
• Outstanding leadership capabilities, with ability to lead, train, develop, and motivate a team
• Proven ability to prioritize and re-prioritize work due to changing business/client requirements days per week
• The employee will be exposed to a fast-paced environment and is expected to be able to adjust accordingly

About National Debt Relief: Compensation Information: Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target for each position across the US. Within the range, individual pay is determined by work location, job-related skills, experience, and relevant education or training. This good faith pay range is provided in compliance with NYC law and the laws of other jurisdictions that may require a salary range in job postings. The salary for this position is $135,000- $165,000 + eligible for discretionary bonus. Benefits:

• Generous Medical, Dental, and Vision Benefits
• 401(k) with Company Match
• Paid Holidays, Volunteer Time Off, Sick Days, and Vacation
• 10 weeks Paid Parental Leave
• Pre-tax Transit Benefits
• No-Cost Life Insurance Benefits
• Voluntary Benefits Options
• ASPCA Pet Health Insurance Discount