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Senior Manager
Money Mart Financial
Malvern, PA, United States
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What do you do?
As a Senior Manager of End User Services you will be responsible for leading end user technologies, including all Personal Computers, Operating systems, printers and standard office software.
What do we need?
• You to have an amazing personality and communication style.
• That you are super-organized and are a problem solver.
• That you take pride in everything that you do, and it shows.
• And most importantly that you have unquestionable integrity.
Why work for us?
• We invest in our employees, and offer extensive training, and development programs to set you up for future success.
This position will be responsible for:
• Managing high visibility EUS projects
• Managing day to day operations, including escalations, ITSM disciplines, vendor management and total cost of ownership
• Manage the onboarding, off-boarding and security compliance for our 3rd party vendors supporting end user technologies. Makes decisions on vendor resource changes based on performance or Money Mart’s process compliance adherence
• Develop, document and measure key KPI’s & OPI’s for both internal teams and vendors.
• Understand and initiate high-level troubleshooting processes for End User Computing technologies including: PC Hardware, Virtualization, Standard Office Applications, Security tools and Application performance on these devices. All while keeping technical resources focused on incident prevention and restoration.
• Provide foundational support and training for the consistent and best practice usage of ITIL disciplines in support of our End User Computing capabilities.
• Maintain vendor operational agreements and maintenance budgets for end user technologies, ensure timely recognition of payments and the requirement for renewals– works with procurement to complete renewals.
• Ensure Statements of Work (SOW’s) and SLA’s are built to meet expectations of owned capabilities and then continually measured for compliance.
• Manage a budget supporting all PC & peripheral expenses and chargebacks for corporate and retail stores
• Accountable for overall Total Cost of Ownership (TCO) of end user technologies, budgeting and charge backs – Working with financial experts to track ongoing costs and performing industry analysis of cost of services to ensure our business capabilities are comparable or better than industry norms, while still meeting the business requirements. Driving discipline into Product Capability Management (PCM) teams to ensure impact to operational costs are understood.
• Provide after-hours support when needed for changes and or incidents.
• Lead IT projects and manage associated tasks, timelines, dependencies and budget within IT and across functions
• Forging cross-functional partnerships to get to the work done.
• Developing, reviewing, and continuously improving IT project planning and execution processes.
• Assist with business development, fundraising, and finding new ways to leverage innovations.
• Develop strong internal and external networks to find new opportunities for collaboration.
Qualifications
• Bachelor's or advanced degree in IT, Computer Science, business, related field or minimum 10 years’ experience leading in an end user technology capacity
• 5 years of experience in people management
• 5 or more years of experience in a technology capability oversight role supporting end user PC’s & virtualization tools, including Citrix
• 5 years leading an end user computing organization supporting: PC’s, Windows/Mac operating systems, Application Packaging and Deployment, File and Print Services
• 5 years of vendor performance management experience, including development and monitoring of SOW’s, KPI’s & OPI’s
• Strong and professional oral and written communication skills, along with the ability to effectively communicate and present to different audiences such as senior leadership, business groups, or technical staff
• Excellent verbal / written communication and presentation skills.
• Leadership, collaboration and conflict resolution.
• Creativity, ingenuity and willingness/ability to try new things.
• Curiosity to quickly become an expert in new areas, acquire new skills, and to study and then take responsibility for new and unique projects.
• Experience working in teams and managing/ overseeing team members of various levels experience.
Additional Information
Benefits
• Medical / Dental/ Vision benefits available after 30 days of employment
• Company paid life insurance
• Paid holidays
• PTO/ 401K / Tuition Reimbursement
• On-site wellness center
All your information will be kept confidential according to EEO guidelines.