Manager - End User Computing at Matthews International Corporation in Chicago, IL
POSITION SUMMARY The Manager - End User Computing role, in the Global Infrastructure organization, is to deliver operational day-to-day support for the operations of end-user computing services regionally, in collaboration with third-party vendors. This role champions regional EUC activities for Enterprise IT and is accountable for delivering services to agreed service levels. JOB RESPONSIBILITIES Ensures end-user computing services are delivered regionally within established SLAs. Responsible for the supervision, training, technical development and guidance of the Desktop Support team and leads the day-to-day activities of the team. Ensures staffing levels are appropriate to the workload and SLAs. Actively seeks out cost optimization opportunities, leverages shared resource pools and vendors when appropriate. Monitors performance of regional team members ensuring objectives are achieved and corrective actions are taken when necessary. Coordinates with global leadership on vendor management of all key suppliers and contractors. Acts as the primary escalation point for End User Computing within the region. Ensures that all requests from customers for assistance are handled promptly and effectively and if necessary escalated to the appropriate level. Develops, documents and improves upon processes, and standard operating procedures. Ensures each location is provided the necessary training and materials needed to appropriately consume EUC and EIT services. Provided ongoing training and coaching reinforcing process and procedure with direct reports within region. Collaborate with vendors for resolution of issues/incidents and assists with support escalations. Monitors and reports on performance for EUC services. Performs corrective procedures for prevention of loss or system recovery of EUC services and infrastructure. QUALIFICATIONS / REQUIREMENTS Bachelor's Degree in Information Technology or related field. 5
years of previous information technology experience; or equivalent combination of education and experience. 5
years of leadership experience. Experience in maintaining and supporting EUC services preferred. Knowledge of relevant EUC technologies, such as image process and build, e-mail services, and deskside and remote support. Occasional travel either locally, nationally, and/or internationally may be required. High degree of proficiency MS Office Suite, Outlook & Internet applications. Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills. Strong verbal and written communication skills (including analysis, interpretation, & reasoning) Solid understanding and application of mathematical concepts. Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients. Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment and to be able to provide reporting. Ability to work with and influence peers and senior management. PHYSICAL ASPECTS / WORK ENVIRONMENT Regularly required to stand; walk; sit; and talk, hear and see. Occasionally lift and/or move up to 10 pounds.
Salary Range:
$200K -- $250K
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
years of previous information technology experience; or equivalent combination of education and experience. 5
years of leadership experience. Experience in maintaining and supporting EUC services preferred. Knowledge of relevant EUC technologies, such as image process and build, e-mail services, and deskside and remote support. Occasional travel either locally, nationally, and/or internationally may be required. High degree of proficiency MS Office Suite, Outlook & Internet applications. Strong analytical, prioritizing, interpersonal, problem-solving, presentation, budgeting, project management (from conception to completion), & planning skills. Strong verbal and written communication skills (including analysis, interpretation, & reasoning) Solid understanding and application of mathematical concepts. Ability to develop and maintain collaborative relationships with peers and colleagues across the organization, as well as, internal and external clients. Ability to work well autonomously and within a team in a fast-paced and deadline-oriented environment and to be able to provide reporting. Ability to work with and influence peers and senior management. PHYSICAL ASPECTS / WORK ENVIRONMENT Regularly required to stand; walk; sit; and talk, hear and see. Occasionally lift and/or move up to 10 pounds.
Salary Range:
$200K -- $250K
Minimum Qualification
Technology ManagementEstimated Salary: $20 to $28 per hour based on qualifications.
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