IT Manager, End User Technology
I’m partnered with a longtime retail client where we have placed over a dozen people to bring on an experienced IT Manager, End User Technology, to lead several talented FTEs comprised of their Support and Desktop Engineering teams.
This is an opportunity to bring greater structure and consistency to a growing company while helping shape their IT service delivery. This manager will oversee an established team while partnering closely with other technology groups to improve service delivery, processes (ITSM/ITIL), and cross-functional collaboration. This is not a traditional Help Desk Manager role. They are looking for a service-oriented IT leader who understands the operation, develops people, and has the experience to build a more mature IT service management environment.
Industry experience is flexible. Experience supporting distributed users, retail, multiple locations, or business applications is a plus.
*** No 3rd Parties, No Sponsorship Is Available, Local Candidates Only ***
Desired Skills and Experience
- 10+ years of IT experience with at least a few years of people leadership, including management of Help Desk, Service Desk, Desktop Support, Endpoint, or End User Computing functions
- Demonstrated experience personally implementing and improving IT Service Management practices, including incident, problem, change, and major incident management
- Develop and maintain SLAs, escalation procedures, documentation, and consistent ticketing processes
- Improve Level 1/2 support capabilities, reduce unnecessary escalations, and enhance the overall end-user experience
- Lead or support the implementation or replacement of an IT service management/ticketing platform
- Partner effectively across IT teams to improve service delivery and drive greater consistency
- Strong communication, collaboration, and cross-functional influencing skills
- Collaborative, approachable leadership style with the ability to coach teams, establish accountability, and drive meaningful change
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