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Ensono Manager-End User Compute in Des Moines, Iowa

Manager-End User ComputeRemote - United StatesJR009990

Accomplishes department objectives by managing staff; planning and evaluating department activities.

Key Responsibilities:

  • Selects and develops staff to ensure all go-live timelines are met and post-live objectives are being met.

  • Maintain accurate and thorough documentation of client environments and support procedures.

  • Determine appropriate performance expectations and manage across all staff.

  • Drive team to achieve all KPI’s and associated metrics.

  • Responsible for directing and executing day-to-day operations including managing escalations associated with client reported incidents, requests & changes.

  • Drive customer satisfaction with focus on continuous improvement.

  • Establish strong relationships with clients to gain full understanding of expectations and develop partnerships to achieve common goals.

  • Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries.

  • Participates in annual budget process, periodic forecasting, and periodic analysis of operations performance.

Required Skills

  • 1-2 years’ experience in Team Lead, Supervisory or Manager Position within an end user support desk.

  • Strong analytical and diagnostic abilities.

  • Capability to understand and motivate staff to develop capabilities.

  • Ability to quickly adapt to advancing technologies and processes.

  • Strong analytical skills with history of determining root cause to shortfalls and creation of associated action plans.

  • Must be able to establish strong relationships and collaborate across internal teams and clients.

  • Calm under pressure and able to manage major incidents.

  • Previous experience with Microsoft specific to Intune, Office 365, SharePoint, OneDrive & Teams.

  • Knowledge of Desktop/Laptop/Thin Client hardware support and coordination with 3rd party hardware vendor.

  • Understanding of remote software packaging and distribution