Manager end User Support #885196
Overview

• The Manager, End User Support position is responsible for the day to day operations of the L1 Service Desk and L2 Local End User Desktop Support teams that provide remote and physical support to all manufacturing plants, sales offices and company headquarters.
• The candidate will be a strong leader with a commitment to high-quality customer service as well as a solid work ethic.
• The ITSM Manager will establish and amend processes, workflows, communication protocols, monitor KPIs for process effectiveness and provide periodic hardware, software, and process training.

 
Responsibilities:

• This position will have overall accountability for all end user support services and Desktop support teams for all of our manufacturing plants & sales offices with company headquarters.
• Lead weekly Change Advisory Board review meetings and manage the process to ensure proper procedures and protocols are followed
• This leader will be responsible for developing and maintaining strong senior level relationships with our external support partners and ensures that it receives the maximum value for any contracted end user IT support services.
• This position will also be responsible for supporting our Voice over IP (VOIP) platforms in our plants, offices and headquarters.
• This position will be responsible for working with Infrastructure L3 Teams & IT Security/compliance teams to roll out critical security software platforms and ensure end user devices are kept up to date with tools such as crowd strike, BMC, etc.
• Responsible for managing audio/video(AV) platforms for all offices.
• Effectively manage the vendor relationships for our telecom communications expense management as well as hardware and software sourcing vendors
• Provides governance and oversight for ITSM functions including Incident, Major Incident, Problem (including RCA), and Change Management
• Ability to handle all end user escalations and coordinate with L3 support team or appropriate vendor to resolve the issue at hand.
• Proven ability to manage geographically dispersed support teams.
• Creates and supports standards, processes and procedures necessary to produce the team deliverables and to work effectively with the other teams
• Responsible for proactively looking for ways to improve the imaging, deployment, and security patching processes
• Ability to see, account for, and coach team members in the "big picture" as well as the details and to be able to tie initiatives to our IT goals
• Primary contact with hardware, software, and telecom expense management vendors in support of the annual capital and operating budgets and forecasts
• Implement ITIL service management principles and achieve significant service improvements.
• Establishes and nurtures positive relationships with other business departments
• Occasional travel to remote sites may be required (10-15%)

 
Qualifications:

• Bachelor’s degree in business, computer science, engineering or related field.
• 7-10 years of progressive experience in an IT Support role in a mid to large enterprise.
• 3-5+ years as a Manager or Sr. Manager role in a mid to large enterprise environment ($500MM+)
• Proficient knowledge of ITIL framework with experience in developing relevant scorecard and metrics to monitor critical support KPIs
• Demonstrated experience in leading process improvement and organizational change initiatives.
• Knowledge of BMC Remedy Force and other similar tools used in ITSM environment.
• Strong problem-solving skills and a track record of execution
• High level of initiative and works well in a team environment
• Good communication skills with experience presenting at the leadership level. Ability to communicate credibly and persuasively with the broader organization and assigned vendor partners.
• Proven ability to build strategic relationships and influence key stakeholders.
• Reasonable level of understanding ITIL and ITSM environment.
• Preferred recent Microsoft Office 365 migration experience
• Preferred having experience in a manufacturing or similar environment

 
Additional Info:
At FastTek Global, Our Purpose is Our People and Our Planet. We come to work each day and are reminded we are helping people find their success stories. Also, Doing the right thing is our mantra.  We act responsibly, give back to the communities we serve and have a little fun along the way.
We have been doing this with pride, dedication and plain, old-fashioned hard work for 24 years!
FastTek Global is financially strong, privately held company that is 100% consultant and client focused.
We've differentiated ourselves by being fast, flexible, creative and honest. Throw out everything you've heard, seen, or felt about every other IT Consulting company. We do unique things and we do them for Fortune 10, Fortune 500, and technology start-up companies.
Our benefits are second to none and thanks to our flexible benefit options you can choose the benefits you need or want, options include:
 

• Medical and Dental (FastTek pays majority of the medical program)
• Vision
• Personal Time Off (PTO) Program
• Long Term Disability (100% paid)
• Life Insurance (100% paid)
• 401(k) with immediate vesting and 3% (of salary) dollar-for-dollar match

 
Plus, we have a lucrative employee referral program and an employee recognition culture.
FastTek Global was named one of the Top Work Places in Michigan by the Detroit Free Press in 2013, 2014, 2015, 2016, 2017, 2018, 2019 and 2020!
To view all of our open positions go to: https://www.fasttek.com/fastswitch/findwork
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