Job description
Job Title: Manager, End User Services
Location: Dayton, OH
Our Mission: To inspire hope and improve the quality of life for those entrusted to our care
The Manager of End User Services is a member of the IT Infrastructure team accountable for direct supervision of the Service Desk and End User team and related operations/projects. In this role, they will manage a team of up to ten individuals and be responsible for their coaching and development. They will ensure that service and support is provided to our customers at agreed upon levels and expected quality. They will have the opportunity to make a large impact to the organization by introducing, or improving upon existing, technology solutions.
QUALIFICATIONS & ATTRIBUTES:
· 3+ years implementing and administration of a ServiceNow environment and applications
· 3+ years identify, reporting and managing Key Performance Indicators (KPI’s) and Service Level Agreements (SLA’s)
· 5+ years managing a team of five or more technical Service Desk individuals in a high growth distributed environment
· 5+ years successfully leading a service/help desk work queue
· 5+ years managing end-user hardware ordering and troubleshooting (desktops, laptops, printers, phones, etc.)
· 5+ years supporting end-user operating system and applications deployments (Windows, Office, etc.)
· 5+ years troubleshooting end-user networking issues (wired, wireless, VPN, etc.)
· General knowledge of servers, network infrastructure and cloud solutions
· Demonstrated ability to define and document standard operating procedures
· Proficiency in at least one scripting/programming language (PowerShell, Batch, Python, etc.)
· Current and/or past Information Technology industry certifications (Cisco, CompTIA, ITIL, etc.)
· Strong analytical skills, change management and project management skills
· Proficiency in Microsoft Office (Outlook, Word, Excel, PowerPoint, Visio, OneNote)
· Strong ability to learn and champion new systems and processes
MAJOR AREAS OF RESPONSIBILITY:
· Hire, coach, mentor, promote and performance manage direct reports
· This position will have 5-7 Individual Contributor direct reports
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