Cenlar
Manager, End User Support
Cenlar, Titusville, New Jersey, us, 08560
The primary function of the Manager, End User Support is to manage the End User Support staff as they provide hardware and application support for employees, clients, and business partners who contacts the IT Help Desk.
Responsibilities:
Manages the IT End User Support staff; assures adequate coverage during business hours, performs annual reviews, assigns goals, and meet with the staff regularly to review progress against those goals.Develops and implements a method for accurately tracking the amount of time each ticket is open, by ticket type and by ticket assignee and uses this information to make enhancements for improving productivityMonitors status of open help tickets and assures tickets are addressed in a timely manner according to published SLAs for help ticketsPlans and executes the moving of individuals and entire departments to assure all users have everything they require the next business day following a moveWorks closely with printer support vendor and monitors SLAs for responsiveness, generates reports which show which printers break down most frequently, and schedules these for replacement.Assures proper distribution of printers to assure the most print-centric departments have the most reliable and robust printersThrough continuing research, networking with peers, and independent study, stays on top of new and emerging technologies, recommending to management those which may be useful for improving serviceAssures all new hires have all the hardware, applications, and rights they require to perform their job function on day one; this includes maintaining sufficient inventory of desktop computers, notebooks, Microsoft Surface, and peripherals at all times, and re-ordering hardware at pre-determined levels of inventory to assure we never are down to zero devicesKeeps track of recurring issues and takes steps to address the underlying cause and bring to the attention of IT management and, as necessary, to the training department as some recurring issues may reflect a lack of trainingContinually updates a knowledgebase to assure that the solution for "one-off" issues is made available for research in the futureHolds meetings with End User Support staff on a regular basisAssures all desktop computers/notebooks/Surfaces, printers and other networked equipment get an inventory tag and included in the inventory databaseAssures the inventory database is kept current when employees move and/or when equipment is decommissionedAssures hard drives, phones, USB drives, phones, and all other devices that contain data are shredded when decommissionedSchedules the pickup and disposal of decommissioned devicesAppropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.Periodic travel between NJ/PA offices as needed; on rare occasions, travel to AZ, MO offices.Qualifications:
Bachelor's degree or equivalent required5years of experience supporting end-users in a large, complex networked environment requiredExperience using a ticket tracking systemExcellent written and verbal communication skillsProven working knowledge of desktop/notebook computers, operating systems, and end-user applicationsDemonstrated ability to work in a team environment is crucialMust be available for phone call, text, and/or IM for emergency service during non-business hours regardless of time of day, day of week, including holidaysMust be able to provide remote support via VPN as needed
Responsibilities:
Manages the IT End User Support staff; assures adequate coverage during business hours, performs annual reviews, assigns goals, and meet with the staff regularly to review progress against those goals.Develops and implements a method for accurately tracking the amount of time each ticket is open, by ticket type and by ticket assignee and uses this information to make enhancements for improving productivityMonitors status of open help tickets and assures tickets are addressed in a timely manner according to published SLAs for help ticketsPlans and executes the moving of individuals and entire departments to assure all users have everything they require the next business day following a moveWorks closely with printer support vendor and monitors SLAs for responsiveness, generates reports which show which printers break down most frequently, and schedules these for replacement.Assures proper distribution of printers to assure the most print-centric departments have the most reliable and robust printersThrough continuing research, networking with peers, and independent study, stays on top of new and emerging technologies, recommending to management those which may be useful for improving serviceAssures all new hires have all the hardware, applications, and rights they require to perform their job function on day one; this includes maintaining sufficient inventory of desktop computers, notebooks, Microsoft Surface, and peripherals at all times, and re-ordering hardware at pre-determined levels of inventory to assure we never are down to zero devicesKeeps track of recurring issues and takes steps to address the underlying cause and bring to the attention of IT management and, as necessary, to the training department as some recurring issues may reflect a lack of trainingContinually updates a knowledgebase to assure that the solution for "one-off" issues is made available for research in the futureHolds meetings with End User Support staff on a regular basisAssures all desktop computers/notebooks/Surfaces, printers and other networked equipment get an inventory tag and included in the inventory databaseAssures the inventory database is kept current when employees move and/or when equipment is decommissionedAssures hard drives, phones, USB drives, phones, and all other devices that contain data are shredded when decommissionedSchedules the pickup and disposal of decommissioned devicesAppropriately assess risk when business decisions are made, include but not limited to compliance and operational risk. Demonstrate consideration for Cenlar's reputation as well as our clients, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.Periodic travel between NJ/PA offices as needed; on rare occasions, travel to AZ, MO offices.Qualifications:
Bachelor's degree or equivalent required5years of experience supporting end-users in a large, complex networked environment requiredExperience using a ticket tracking systemExcellent written and verbal communication skillsProven working knowledge of desktop/notebook computers, operating systems, and end-user applicationsDemonstrated ability to work in a team environment is crucialMust be available for phone call, text, and/or IM for emergency service during non-business hours regardless of time of day, day of week, including holidaysMust be able to provide remote support via VPN as needed