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Manager, End User Services
US Cellular
Chicago, IL, United States
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Responsible for managing an IS team, projects and processes for on-site and remote end users, troubleshooting and issue resolution related to desktop infrastructure and business IS support. Monitor and report on the delivery of required support service levels to the business. Partner with lines of business and establish a process for effective delivery of end user priorities. Provide input into the overall IT strategy and scoping and planning activities for projects. Lead additional national-level teams or initiatives on an as-needed basis.
• Provides technical guidance, direction, and sets priorities for system services to the client organization while fostering the development of direct reports.
• Provides leadership for IT projects, ensuring end users receive services in accordance with cost, schedule and performance requirements.
• Consults with end users and IT personnel to alleviate issues.
• Facilitates the support process with IS resources until technical issues have been resolved on an as-needed basis.
• Develops and maintains professional relationships with the business partners they serve
• Provides broad perspectives and creative thinking in creating strategic direction for the organization.
• Maintains a close relationship with end users to assist in providing guidance assesses requirements for additional services and promotes use of IT services where appropriate.
• Leads coordination of operational deployments of hardware and software, in a manner that prevents associate distraction and meets business operational requirements.
• Proactively recognizes and identifies potential areas where existing policies and procedures can be streamlined or where new ones needed to be developed.
• Facilitates business understanding of compliance with the organization’s security guidelines.
• Manages OpEx budget.
Business Partnership
• Conduct frequent and formal meetings with key business partners to review / discuss overall technology performance for the specific functional areas under responsibility.
• Proactively participate in and support cross technology process improvement initiatives while providing feedback and input to those teams in order to bring a business partner perspective to the initiatives.
People Management
• Monitor workload of staff to ensure team members are consistently managed and challenged.
• Lead the performance management process for direct reports.
• Promote effective teamwork and manage the resolution of interpersonal issues.
• Coordinate sharing resources across business services / processes to promote information sharing and career / skill development through job rotation.
Educational and Experience Requirements
• College degree in related technical / business areas or equivalent work experience required
• 7 years of relevant technology experience in multiple business and technical processes required. Prior supervisory experience is required.
• Requires understanding of project management methodologies and tools
• Requires strong knowledge of applicable business areas, the supporting technology architecture, and applicable processes
• Requires strong knowledge of relevant applications
• Requires general knowledge of professional services vendors and outsourcing to meet temporary needs
• Requires experience overseeing geographically distributed and culturally diverse work-groups
• Requires strong influencing / negotiation skills
• Excellent written and verbal communication skills
• Knowledge of business and technology trends
• Strong interpersonal / relationship management skills
Relevant Technical Skills
• Business Applications: Billing & Rating, Activation & Provisioning, CRM/Customer Service, Remedy Trouble Ticketing; Call Center Technologies: ACD/PBX, CTI, IVR, Call Center Quality Assurance systems, Workforce Management systems, VoIP; Office Automation: Microsoft Office
• Planning & Design: Microsoft Project, Visio; Reporting Tools : Crystal Reports, Business Objects, Remedy; Information Risk Mgmt: Active Directory, Anti-virus technologies (Symantec Suite or other comparable solutions); Hardware: Desktop hardware, Laptop hardware, Thin Clients, Printers, Avaya Telephones, Audio/Visual Conferencing Hardware; O/S & Network: Windows 7, Citrix, TCP/IP, Routers, Switches; Standards & Methodology: ITIL, Project Management