Benchmark IT Published: August 20, 2017

Senior Manager End User Services

Job ID:


Our Direct client located in Westchester County, NY has an exciting new opportunity for a Senior. Manager of End User Services. The position is responsible for ensuring the quality and customer satisfaction of IT Infrastructure End User services delivered by the Help Desk and Production Support. The successful candidate will manage subordinate leads and technicians to coordinate the activities of the groups, to ensure service levels are continuously improved and customer service is outstanding. They will work as a member of the larger IT Management team to deliver a coordinated service offering to the internal customers of our client. This position reports to the Director of Enterprise Operations.
On a day to day basis the candidate will design and implement data capture and reporting systems in support of measuring the performance of End User support and its continuous improvement, including:
: Various operational metrics, including aging tickets across all IT departments
: Change Management weekly statistics
: Root cause analysis of systemic issues
: Recommendations for improvement
: Use tools, templates and checklists to proscribe best-practice processes in ticket management, issue resolution and customer service and evolve them as needed to reflect their continuous improvement and to speed the onboarding of new staff
: Manage the Help Desk and Production Support teams to guarantee adherence to these processes
: Achieve customer service objectives by implementing quality and customer-service standards; resolving problems; completing audits; identifying support trends; determining improvements and implementing change
: Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
: Handle complex and escalated customer service issues
: Manage staff schedules to ensure there is always adequate coverage and create vendor relationships in support of supplemental staffing
: Work with IT Governance to ensure processes are compliant and data captured via the ticketing system supports all relevant IT reporting needs
: Manage and support SOX compliance activities for all help desk processes specifically to on-boarding and off-boarding of staff and access management

Our client offers a very competitive benefits package as well as a very solid bonus potential.
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