End user services Manager
We are looking for an End User Service Manager.
- The End
User Services (EUS) Manager will transversally oversee a team in delivering end user
services to all Business Units for Sidel group. This position is
responsible for collaborating cross-functionally with all Information
Technology partners, vendors and the end user community to provide and
implement enterprise solutions for the end-user computing environment. The
Manager will work to ensure that EUS service levels are met and will lead
the Workplace Specialists and Local Support teams in efforts to
identify areas for service improvement and implement those improvements.
the delivery of IT and IS support (LVL1, LVL2, LVL3) in order to improve
the support quality and keep user satisfaction high. Coordinate external
and internal supports. Manage and Publish support activity KPI's
- The End
User Services Manager will be supported by the Service Delivery Team and
SDMs, in order to achieve his mission.
- Lead the regular review of critical service
level and key performance indicators for the end user services being
- Manage the local IT support people activity
related to the end user services (functional link)
- Responsible for the scoping, process and
implementation of end-user computing solutions, desktop and mobile
services management, application delivery, change management, proactive
review and maintenance of existing systems, vendor oversight & contract
compliance, standards, strategy and support.
- Create metrics and review global end user
- Ensure that day-to-day monitoring of end
user support is being handled in an effective way and engage for second
level escalations for incidents as necessary.
- Identify and address blockers,
inefficiencies and other issues to effective service delivery.
- Develop, maintain and apply standards
ensuring all end user services are responded to in a timely manner and
user needs are met through adherence to agreed-upon service level
- Manage customer relations to ensure
customer requirements are clearly understood and implemented in systems
and services by identifying opportunities and leading projects that focus
on improving internal processes and customer service performance.
- Oversee the provision of end-user services
such as end-user device support, desktop infrastructure, VDI, and change
management while ensuring production schedules and quality standards.
- Oversee the maintenance of client computer
hardware and software applications including peripherals for the purpose
of ongoing operations.
- Manage relationships with vendors,
consultants, contractors, and professional associations to keep informed
with existing and evolving industry standards and technologies.
- Implement continuous process improvement
initiatives to develop strategies that lead to the resolution of client
calls in a more efficient and effective manner.
- Work with other computing groups (network,
data center, etc.) to provide comprehensive end-user solutions.
- Partner with application teams ensuring end
user computing requirements.
- Work with IT Security for the ongoing
management of end user device security (patching, anti-virus).
- Other projects or duties as assigned.
- Budget management (EUS budget).
to motivate and manage a team of end user services staff supporting the
organization’s technology services
in working in a Global environment by interacting with international
colleagues to support end-users in multiple countries
and build a collaborative working relationship with various stakeholders
written and verbal communications skills (English, Italian or French is a
proactive with a service-oriented attitude, and willing to work outside of
normal business hours if necessary
communication and coordination skills with all level of business users,
life sciences experience preferred
in developing and delivering end-user training programs
- ITIL V3
- 10+ years overall professional
- 5+ years of experience of
hands-on technical experience supporting end users in a distributed end user
- 3+ years’ experience of direct / indirect management of end user environments
- Hands-on experience with
Service Now, Active Directory, Windows 10+, Office 365, Azure AD, Ivanti,,
InTune, PowerShell and end point security tools
or Master / Engineer in computer science