Director, End User Services

$133,000 - $160,000 yearly
  • The Resume Review - Recruiting Department
  • Detroit, MI, USA
  • Nov 18, 2021
Full time Information Technology

Job Description

Job description
Primary Duties and Responsibilities (details of the basic job functions):
Responsible for directing IT delivery for End User services, including development, implementation and support of Enterprise hardware, software and collaboration platforms. Responsible for all aspects of process, technology, program/project management, change management, and governance. Create and promote strategies that support long term business goals, anticipate tactical needs, and maximize the value of our technology investments. This role is responsible for ensuring delivery excellence, user experience and instituting processes, methods & controls for effective delivery of features, tools and techniques.
Responsibilities include:
  • Accountable for strategic direction by constantly monitoring customer satisfaction and business needs with supporting roadmap accounting for technology trends. Recommend new projects, operational standards and customer service procedures inline with strategic direction. Applies continuous improvements to existing processes.
  • Cultivate relationships: Build partnership and maintain relationships with key IT and business leadership
  • Key leader in leading governance, raising strategic decisions and risks/issues for resolution. Ensure that effective decisions are made at the lowest level reasonable in the organization. Accountable for executing governance decisions. Implement governance structure in partnership with IT Business partners and business stakeholders including people, processes, tools, dashboards, standards and metrics.
  • Partner with business and IT business partners to create business cases; lead the measurement of value and ROI realized in the course of all projects.
  • Proactive support and crisis management: Responsible to maintain service level agreements (SLAs) and step in to avert escalations. Keep executives aware of any potential issues.
  • SLA and XLA driven operations: Important part of the role is managing day to day customer support operations.
  • Program & Project delivery: Lead and coordinate all components of the programs: business process & analysis, systems/solutions, testing, change management & training, program/project management, master data, compliance, business operations resources. Proactively work with implementation partners and internal delivery teams to ensure delivery of services
  • Develops talent: Responsible for development of talent, upskill of resources. Participates in the department process related to the selection, hiring, training, development, coaching, review and counseling of assigned staff.
Supervisory Responsibilities (briefly describe, if applicable, or indicate None):
Directs Managers, Supervisors, Project Managers, Consultants, senior engineers and architect profile resources.
Qualifications: II. Required Qualifications (these are the minimum requirements to qualify)
Education (include minimum education and any licensing/certifications):
  • Bachelor’s degree in Business Administration, Information Technology, or a related field or equivalent experience.
  • 3+ years of experience at Management level leading End User services
  • Experience as a leader in delivering End User service in a large organization and excel at decision making
  • Experiencing in driving work place transformation initiatives such as: migrations, consolidation of domains, hardware refresh programs, etc.
  • Experienced in restructuring operations
  • Strong understanding of ITSM processes and procedures
  • Leadership and strategic planning
  • Analysis, problem solving and decision making
  • End user Hardware evaluation, vendor negotiations, contract negotiations
  • PC software and Enterprise applications
Knowledge and Skills:
  • Leadership skills – Mentor team, develop talent and
  • Data analysis – skilled at data analysis to synthesize trends, internal and external feedback and determine how to improve customer satisfaction
  • Keeps customer experience in mind throughout all of their tasks
  • Problem solving – Adept at problem solving and think quickly in urgent and critical situations
  • Organization skills – Lead and keep track of several projects and operations simultaneously
  • Familiar with ServiceNow Platform to drive and manger operations
  • Familiar with Microsoft tools (Productivity tools, administration tools) to oversee engineering and operations
  • Skilled in working under pressure and stay calm under pressure situations
  • Strong oral and written communication skills to include report/proposal preparation and presentation
III. Preferred Qualifications
  • 10+ years as an Information Technology Manager and/or experience at a Sr. Manager or Director Level preferred.
IV. Work Environment
Works in a temperature-controlled office environment or remotely work from home