Job Description

Managing team of End-user support analyst and/or assistants. Teams are responsible for providing in-person assistance to employee end users including:; Maintaining and troubleshooting a range of user problems including PC hardware/software/LAN and voice network; Diagnosing problem source through discussions with users and coordinating with internal organization support and operations groups and/or with vendors to resolve problems; Acquiring, installing, and upgrading PC components and software and planning for/responding to service outages and other problems; Training users on use of new technology and software RESPONSIBILITIES Define, set, and implement standard operation procedures (SOPs) regarding end user support, on/off boarding, PC deployment/reclamation to drive and adhere to globally consistent processes Drive continuous process improvements through Vertiv Operating System (VOS) principles and automation to drive efficiencies for our end users and service teams Responsible for level 2 (deskside support) projects, programs, and day-to-day support Responsible for management of key vendors related to PC support, deployment, printers, and other IT users equipment and deployment Own escalations from business and ensure correct resources assigned to resolve issues effectively and efficiently. Mentor staff and takes responsibility for HR aspects of team management including regular reviews Monitor L2 service ticket performance along with actions to resolve poor performance and actions to improve. Set and monitor team and individual objectives Review and act on metrics for continual improvement of service delivery Accountable to meet or exceed service level standards Other duties as assigned QUALIFICATIONS Minimum Job Qualifications: Bachelor s Degree or equivalent management and technical experience required 10+ years of experience in IT field, 5+ years of supervisory experience. ITIL v3 foundation certification is a requirement Preferred Qualifications: ITIL v3 foundation certification is a requirement, ITIL practitioner certification is an advantage. Proficient in Excel and Power Point Deep technical knowledge of PCs, printers, OS, applications, network, and other critical IT systems Ability to build, lead and drive a high performing team Ability to build professional relationships in a personable manner with senior leaders and provide world class service Proven record of continuous process improves and innovative thinking to accomplishment and drive efficiency. EDUCATION AND CERTIFICATIONS Bachelor s Degree or equivalent management and technical experience required ITIL v3 foundation certification is a requirement, ITIL practitioner certification is an advantage.