Job Application for End User Computing Manager at Construction Resources

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OVERVIEW:
The End User Computing Manager leads a team of IT professionals and provides technical support services to end users. This role ensures the efficient operation of the organization's End-User IT systems, troubleshooting issues, implementing IT solutions, and leading a team to deliver high-quality support services. The manager will collaborate with other departments and ensure that End User IT systems are optimized for the business’ needs.

KEY RESPONSIBILITIES:

1. Team Leadership & Management:

Attract, hire, supervise and manage the IT support team, including technicians, specialists, and helpdesk personnel.
Set performance goals, monitor progress, provide technical and business mentorship and training to team members.
Develop schedules and allocate resources to ensure coverage and service delivery.

2. Technical Support & Issue Resolution:

Oversee and prioritize the resolution of technical issues and service requests, ensuring that service-level agreements (SLAs) are met.
Act as an escalation point for complex or high-priority technical issues.
Ensure that all support tickets are tracked, updated, and resolved in a timely manner.
Define technical specifications that support the business needs for end user computing (e.g., power laptops, standard laptops, desktops, docking stations, etc.) as well as standard conference room equipment.

3. System Maintenance & Upgrades:

Monitor and maintain the health of hardware, software, and networks affecting end users to ensure minimal downtime.
Work with other IT departments to implement system upgrades, patches, and configurations.
Work with all IT departments to implement and operate end-user IT systems.

4. Process Improvement:

Use data to identify opportunities for process optimization, developing best practices and procedures for IT support.
Implement automation and self-service tools to improve efficiency and user experience.
Review and analyze data to recognize trends and proactively address recurring issues.
Ensure that team is trained in new technologies, tools and processes.

5. Customer Service & Communication:

Maintain excellent communication with end users, ensuring that technical support needs are met with professionalism and lead the team to do the same.
Provide monthly helpdesk metrics and regular updates on the status of IT issues and improvements to end users and management.
Build relationships with other departments to understand and address their IT needs.
Communicate technical information in a way that non-technical staff can understand.
Assist users to optimize their use of the IT systems via example, training, documentation.

6. Budget & Resource Management:

Assist the VP and CIO to develop and operate within the IT support budget, including tracking expenses and ensuring cost-effective solutions.
Procure and manage IT assets such as hardware and software, ensuring the organization
has the necessary tools to operate efficiently.

7. Documentation:

Maintain accurate records of IT incidents, resolutions, and end user computing asset inventory.
Document procedures, technical solutions, and troubleshooting guides covering end-user IT systems.

QUALIFICATIONS:

Bachelor's degree in Information Technology, Computer Science, or related field (preferred).
Proven leader, with at least 3 years in a leading an IT end-user help desk function.
Strong understanding of IT infrastructure, networking, and security protocols.
Strong technical IT support knowledge of end-user computing, .including minimum two years as a Tier 2 technician; able to troubleshoot and resolve tickets involving Windows and MacBook workstations, tablets, printers, office and remote-access networking, Virtual PC’s, and Microsoft M365 (especially Teams, Word, Excel, PowerPoint).
Expert-level proficiency with Microsoft Office, Virtual PCs, VPN remote access applications, especially helping supported users achieve high productivity.
Experience configuring and managing a ticketing system (preferably Jira Service Manager).
Familiarity with IT service management (ITSM) frameworks (e.g., ITIL).

ADDITIONAL QUALIFICATIONS:

High levels of energy and a strong commitment to professional management.
Ability to work with highly educated and motivated individuals and share a commitment to professional excellence.
Maintain confidentiality and discretion in all professional activities.
Excellent customer service, communication and interpersonal skills with users of all levels of experience.
Strong analytical and problem-solving skills.
Ability to work well under pressure and manage multiple priorities.

WORK ENVIRONMENT:
This job operates in a professional office environment. This role routinely uses standard office
equipment such as computers, phones, tablets, photocopiers, printers and scanners.

BENEFITS
Medical
Dental
Vision
Employer Paid Basic Employee Life and AD&D Insurance
Employer Paid Long Term Disability
Flexible Spending Accounts
Voluntary Short-Term Disability
Voluntary Life and AD&D Insurance
Voluntary Accident Insurance
Voluntary Critical Illness Insurance

EEO
At Construction Resources, our people are the driving force behind everything we do. Construction Resources is an equal opportunity employer that aspires to be the best in the business by building an associate experience that celebrates growth, development, and purpose.

PHYSICAL DEMANDS
The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.

While performing the duties of this job, the employee is regularly required to speak or hear. The employee is frequently required to sit for extended periods of time, stand, walk, climb stairs, use hands to finger, handle or feel, and reach with hands and arms. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

POSITION TYPE/EXPECTED HOURS OF WORK
This is a full-time position that requires overtime as business needs dictate.

OTHER DUTIES
Please note: this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time, with or without notice.

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End User Computing Manager

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