Manager - End User Experience, Desktop Support

📋 Description

• Manager within the Owens & Minor Global IT End User Experience Team

• Develops and executes operational and service management processes to ensure quality & efficiency goals relating to End User Desktop Support are achieved

• Oversees a team of US-based teammates, aligning with typical continental US work hours covering Mountain & Pacific time zones

• Supports the mission and vision of Owens & Minor’s Global Infrastructure Delivery Excellence organization

• Manage the activities and team members associated with providing end user technical support services to internal customers

• Ensure all aspects of desktop support are properly coordinated, monitored, tracked, and resolved

• Provide input on training programs designed to educate our computer users about basic computer use and specialized applications

• Ensure customer service is delivered timely and accurately based on measurable SLAs

• Contribute to improving customer support by actively responding to queries and handling complaints

• Collaboratively establish, update, and maintain best practices for end user support processes

• Provide leadership, coaching, mentoring, and direction to the End User Experience Desktop Support team

🎯 Requirements

• Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or related field of study, or comparable experience

• Minimum of ten years in progressing IT roles; minimum of five years direct supervisory experience

• Experience in large, cross-functional teams influencing senior-level management and key stakeholders effectively across the organization and within complex contexts

• Experience or demonstrated capability in leading IT transformational initiatives in complex and dynamic environments highly preferred

🏖️ Benefits

• Medical, dental, and vision insurance, available on first working day

• 401(k), eligibility after one year of service

• Employee stock purchase plan

• Tuition reimbursement