Manager, IT End User Support | HostGator.com | Austin, Texas, United States

Manager, IT End User Support | HostGator.com | Austin, Texas, United States

Manager, IT End User Support

Tracking Code

012HG340

Job Description

The role:
Hands-on operational management of company Tier 2 end-user support function and staff for designated regions including remote users, primary escalation point for both customer service and technical issues impacting end users.. Oversight of EUS asset management for area(s) of responsibility including procurement, inventory, and life cycle management. Staff management and development for all teams.
 What you will do:

• Responsible for the provisioning of end user systems, software, and related equipment across all designated locations
• Responsible for, as required, the support of infrastructure (servers, storage, etc.), LAN equipment and connectivity, and end-user telephony equipment in areas of responsibility
• Coordinate with other IT functions to ensure the overall stability and efficiency of user computing environments
• Assists manager in the establishment of SOPs pertaining to end-user computing; develop SOPs across IT as requested and needed
• Manage local vendor relations for end-user hardware/software, including related licensing compliance and all maintenance contracts and renewals and ensure compliance with global IT vendor and purchasing standards
• Responsible for computer-related inventory and assets in accordance with established company policies
• Responsible for life-cycle management of end-user devices, including developing and maintaining replacement and roll-out plans, and  disposal of obsolete equipment
• Ensure ticketing system and service desk tools are utilized by staff in accordance with global IT standards
• Responsible for meeting SLAs/SLOs applicable to areas of responsibility
• Provides leadership, management, and mentoring to staff including training, goal setting, and annual reviews
• Stays current on emerging technologies and industry changes

Required Skills

What you need to do this role:  

• Advanced troubleshooting and root cause analysis skills with Linux and Windows platforms
• Strategic thinking and an understanding of industry best practices
• Experience in managing technical staff
• Experience in negotiating large-scale contracts and vendor management
• Familiarity with all aspects of ITS including applications, operations, and technical services
• Strong project management skills
• Strong written and verbal communication skills
• Ability to effectively manage and leverage resources across geographically disperse locations
• Proven track record managing and leading multiple projects to successful conclusion with measurable results.

Job Location

Austin, Texas, United States

Position Type

Full-Time/Regular 

 

 

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