Job description
Position Summary:
The End User Services Manager will report to the Director of IT and will be responsible for managing and leading a team of technical support professionals who provide end-user support services to associates located at the corporate headquarters location in Deerfield Beach, FL.
Key Responsibilities:
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Manage and lead a team of technical support professionals who provide end-user support services to associates at the corporate headquarters location.
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Develop and implement policies and procedures for end-user support services.
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Ensure that all end-user support services are delivered in accordance with established service level agreements (SLAs).
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Develop and maintain relationships with key stakeholders across the organization.
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Manage vendor relationships related to end-user support services.
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Develop and maintain metrics to measure the effectiveness of end-user support services.
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Provide regular reports on the performance of end-user support services to senior management.
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Responsible for End User Device procurement and distribution across enterprise.
Qualifications:
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Bachelor’s degree in Computer Science or related field or equivalent work experience.
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5+ years of experience managing technical support teams.
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Excellent customer service skills
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Experience managing end-user support services in a corporate environment.
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Understanding and application of service management methodologies
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Understanding of current technologies and best practices in the information technology industry
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Positive team attitude with ability and desire to help the team continually improve
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Strong leadership skills.
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Excellent communication skills.
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Some travel required
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JM FAMILY IS PROUD TO BE AN EQUAL OPPORTUNITY EMPLOYER
JM Family Enterprises, Inc. is an Equal Employment Opportunity employer. We are committed to recruiting, hiring, retaining, and promoting qualified associates without regard to age, race, religion, color, sex, national origin, marital status, physical or mental disability, citizenship, military status, sexual orientation, genetic information or any category protected by federal, state or local law.
DISABILITY ACCOMMODATIONS
If you have a disability and require a reasonable accommodation to complete the job application process, please contact JM Family’s Talent Acquisition department at
talentacquisition@jmfamily.com
for assistance. If you have an accommodation request for one of our recruiting events, please notify us at least 72 hours prior so that we may provide assistance.
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