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Manager, End User Computing

Tampa, FL

ConnectWise is an industry and Global leading software company with over 3,000 colleagues in North America, EMEA and APAC. As a community-driven software company dedicated to the success of technology solution providers, our suite helps over 45,000 of our partners manage their businesses better, sell more efficiently, automate service delivery, and remotely control technology so they can consistently deliver amazing customer experiences.

Our company is powered by our connections, our colleagues, and our community. And, we accept all kinds.

Game-changers, innovators, culture-lovers—and humankind.

We invite discovery and debate. We recognize key moments as milestones.

We see you and value you for your unique contributions. Our inclusive, positive culture lays the foundation to ensure every colleague is valued for their perspectives and skills, giving you the choice of how YOU make a difference.

Curious? Read this opportunity to learn how YOU can make a difference at ConnectWise!

 

 

General Summary:

The Manager of End User Computing is responsible for leading a team of entry level to experienced professionals focused on identifying and proposing technologies which will improve satisfaction, reduce cost, and improve efficiency. This role supports the Internal IT team to ensure that customers’ and colleagues’ needs and expectations are met.

Essential Duties and Responsibilities:

  • Sets goals and objectives for team members for achievement of operational results.
  • Supervises End User Computing Team.
  • Ensures policies, practices, and procedures are understood and followed by direct reports, customers, and 
    stakeholders.
  • Updates policies and procedures periodically to address the evolving needs of the company.
  • Leads and prioritizes the daily activities of the End User Computing Team.
  • Manages, mentors, and coaches to develop a collaborative and dynamic team
  • Coordinates cross-functional communication to align on initiatives and strategies to drive efficiency
  • Communicates clearly and regularly with key stakeholders in the organization to notify of changes, 
    address organizational needs, and understand internal customer pain points
  • Builds new processes/programs to help scale the team, continuously optimizing for cost reduction, 
    reduction of impact time and severity, and colleague satisfaction.
  • Proactively looks for solutions to problems and proposes improvements.
  • Owns the customer’s experience and works with the support team to exceed colleague expectations
  • Creates and maintains operational metrics for the performance, responsiveness, and customer 
    satisfaction of the End User Computing Team.
  • Reports on ticket performance and statistics to IT leadership

Knowledge, Skills, and/or Abilities Required:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Exceptional leadership and customer service skills.
  • Willingness to work in a team environment.
  • Strong organizational skills to give the team direction
  • Ability to mentor and grow team members' performance and career objectives
  • Professional presence suitable for interaction in meetings, in-person or via email
  • Excellent presentation and communication skills
  • Ability to plan, organize and prioritize work.
  • Knowledge of basic operations/concepts involved with workstation components, operating systems, 
    software, and office automation application software.
  • Ability to evaluate, troubleshoot, and follow up on issues as well as replicate and document further 
    escalation.
  • Knowledge of concepts involved with supporting multi-segment LANs and specialized applications 
    software.
  • Ability to identify and resolve moderately complex and non-standard problems by applying documented 
    procedures or researching the issue.
  • Knowledge of technical documentation standards and guidelines.
  • Ability to show initiative and act independently.

Educational/Vocational/Previous Experience Recommendations:

  • Bachelor’s degree in related field or equivalent business experience.
  • Preferred OS administration and support experience
  • Preferred Entra ID fundamentals.
  • Preferred Intune, autopilot, pre-provisioning and onboarding automation experience
  • Preferred Basic Networking familiarity.
  • 4+ years of experience in relevant field
  • 2+ years of managerial experience

Working Conditions:

  • On-site to Tampa, FL
  • 0-10% travel may be required 

ConnectWise is an Equal Opportunity Employer, dedicated to building a diverse and inclusive workforce and providing a workplace free from discrimination and harassment. ConnectWise provides equal employment opportunities to all employees and applicants without regard to race, ethnicity, color, religion, age, sex (including pregnancy), sexual orientation, gender, gender identity or expression, ancestry, national origin, citizenship status, physical or mental disability, genetic information, military/veteran status, marital status, familial or parental status, or any other characteristic or status protected by applicable federal, state and local laws.

The statements above are intended to describe the general nature and level of work being performed by individuals assigned to this job. Other duties may be assigned as needed. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of the job and/or to receive other benefits and privileges of employment. If you need a reasonable accommodation for any part of the application and hiring process, please contact us at talentacquisition@connectwise.com or 1-800-671-6898.

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