Sr. Manager – IT End User Services

• To ensure that IT services desk support and training are delivered to the highest possible standards across North America and LATAM regions. Measured by excellent satisfaction levels across the business stakeholders and to act as the senior escalation point of IT support issues.

• Partners with peer domestic and internationally located IT managers to ensure operational conformance with global IT Services policies and procedures and aligns operations with IT Security compliance policies.

• Owns service and support related escalations and provides customer focused support for complex issues and requests.

• Sets performance targets, and monitors progress against agreed quality and performance criteria.

• Implement IT services strategy in line with IT requirements of the winder business initiatives.

• Develops and enforces request handling and escalation policies and procedures following ITAM and ITSM best practices.

• Operational management of all monitoring, maintenance, deployment and support of end user points, services, network appliances, telephony and applications.

• Managing IT for 9 Genesys offices throughout North America and LATAM Region. San Francisco, Toronto, Indy, Sao Paulo, Mexico, Durham, Boston, Chile some of the examples of offices in North America and LATAM.

• Manage 3rd party contracts to ensure services levels are in line with the business strategic aims.

• Manages the process of onboarding / off-boarding of employees on corporate systems and the timely delivery of IT support services.

• Operate as a key interface between the business and the IT team/ 3rd parties to ensure the required hardware/software is in place to support the business growth.

• Ownership and delivery of IT related deliverables in all future change plans.

• Manage/Develop the IT team driving a high performing and results driven culture

• Assists with budget preparation, forecasting, and managing CapEx and OpEx spending to budget targets.

• Performs data analytics, planning, and reporting for operational activities and projects.

• Outstanding customer service skills and strong team orientation.

• Strong problem-solving skills and the ability to adapt to a fast-paced, dynamic environment, highly organized, efficient and up to date with latest technologies.

• Excellent communication skills, both spoken and written to interface with and influence all levels in the business.

• Proven track record managing end-user support delivery in a global environment. Delivering change and managing delivery and technical risk to ensure successful outcomes.

• Deep level experience working with Service Desk operation, ticket workflows, automation, triage, and performance metrics.

• Solid experience with ServiceNow or equivalent ITSM and ITAM tools.

• Strong experience in service management including P1 incident, escalation and change management.

• Ability to solve complex technical and business problems and collaborate with others to achieve positive outcomes.

• Able to work effectively and independently under deadlines.

• Outstanding leadership qualities – Teamwork, Mentoring, Development and Motivational.

• 7+ years IT end-user support experience required.

• 5+ years in desktop hardware and software administration, audio/visual, and end-point management technologies (e.g., Windows 11, OSX Ventura, IOS, Linux, Android, JAMF, Intune, Tanium, Crestron).

• 3+ years of experience with the direct supervision of employees, contractors, or vendors.

• Experience in desktop imaging/deployment, automated software distribution and supporting enterprise-wide upgrades and rollouts.

• In-Depth knowledge of end user computing and awareness of latest industry trends.

• Familiarity with Information Technology Infrastructure Library (ITIL).

• Bachelor’s degree in Computer Science or Information Systems.

• Travels domestically or internationally as needed.

• Flexibility to work outside office hours as and when required.

• Process driven and ability to understand the complete project life-cycle including creating and updating all relevant documentation for IT & support teams.

• Strong analytical problem-solving skills with ability to draw conclusions methodically and logically.

• Able to plan and execute effective strategies that have led to measurable business growth.

• Able to negotiate, demand and priorities with stakeholders.

• Experience of devising and managing delivery of a program & training activities to ensure continuous learning improvement.

• A proactive self-starter who will actively seek out innovative opportunities to deliver value, whilst ensuring alignment to the overall IT strategy and priorities.

• Able to work closely with senior (executive level) business stakeholders, demonstrating the gravitas and presence to inspire confidence and influence actions.

Preferred Knowledge and experience

• Certified ITIL foundation V4 or above

• ServiceNow Experience

• Up to date with the newest trends, tools and strategies as it relates to managing a lobal services desk.

• Experience with customer Self-services portals, self-help, automated chat-bots, live chat.