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2 months ago
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Senior Manager End User Services


Atlas Air
Location: New York, United States
Job type: Permanent
Sector: IT & Communications
Category: Senior Manager
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Overview:

The position is responsible for ensuring the quality and customer satisfaction of IT Infrastructure End User services delivered by the Help Desk and Production Support. S/he will manage subordinate leads and technicians to coordinate the activities of the groups, to ensure service levels are continuously improved and customer service is outstanding. S/he will work as a member of the larger IT Management team to deliver a coordinated service offering to the customers of Atlas Air IT. This position reports to the Director of Enterprise Operations.

Responsibilities:

* Oversee all work processes of the IT Help Desk and Production Support functions to provide proactive end user support services, delivered in a manner that leaves the customers of Atlas IT delighted
* Design and implement data capture and reporting systems in support of measuring the performance of End User support and its continuous improvement, including:

* Various operational metrics, including aging tickets across all IT departments
* Change Management weekly statistics
* Root cause analysis of systemic issues
* Recommendations for improvement
* Use tools, templates and checklists to proscribe best-practice processes in ticket management, issue resolution and customer service and evolve them as needed to reflect their continuous improvement and to speed the onboarding of new staff

* Manage the Help Desk and Production Support teams to guarantee adherence to these processes
* Achieve customer service objectives by implementing quality and customer-service standards; resolving problems; completing audits; identifying support trends; determining improvements and implementing change
* Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
* Handle complex and escalated customer service issues
* Manage staff schedules to ensure there is always adequate coverage and create vendor relationships in support of supplemental staffing
* Work with IT Governance to ensure processes are compliant and data captured via the ticketing system supports all relevant IT reporting needs

* Manage and support SOX compliance activities for all help desk processes specifically to on-boarding and off-boarding of staff and access management
* Proactively communicate with the customers of Atlas IT and establish the role as an effective agent between and for IT, its internal and external Atlas customers

* Build and maintain customer relationships to guarantee full understanding of user needs to provide effective support and services
* Keep other IT groups in the loop regarding events affecting their mutual customers
* Be an effective representative for these groups when dealing with the customer
* Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information
* Provides feedback to IT management regarding service failures or customer concerns, while ensuring all customers have accurate and timely information on ticket status and/or changes
* Effectively manage the inventory of all corporate purchased or leased hardware and related peripherals (including desktops, laptops, copiers, printers, fax machines, PDAs, telephones, cell phones, etc.) and software assets, including:

* Physical movement of assets
* Changes in custody (i.e. new or departing employees)
* Retirement, trade in or other disposition
* Periodically perform physical inventories to verify location and existence of assets
* Reporting inventory shrink, disposition and other inventory transactions to corporate accounting
* Establishing, maintaining and enforcing policies and procedures designed to ensure compliance with vendor software licensing requirements

Qualifications:

* Develop and maintain customer relationships; build credibility and trust
* Manage time effectively and efficiently
* Plan and organize work initiatives to successfully accomplish goals and objectives
* Exceptional people skills – effective management abilities with strong communication skills to work with people throughout the organization
* Customer service driven with an appreciation for excellence in quality and delivery of services
* Demonstrated experience in managing complex teams in a matrix environment for the purposes of customer service
* Leadership and motivational skills
* Excellent communication and negotiation skills
* Excellent customer relationship skills
* Some form of analytical quality improvement such as but not limited to six sigma
* Demonstrated project management and organizational skills
* Bachelor’s degree ( or equivalent experience) in related business or technical field, preferred
* 5 years in a senior technical or management position, preferred
* Experience in managing multiple departments, preferred
* Rapid decision making capability
Overview:

The position is responsible for ensuring the quality and customer satisfaction of IT Infrastructure End User services delivered by the Help Desk and Production Support. S/he will manage subordinate leads and technicians to coordinate the activities of the groups, to ensure service levels are continuously improved and customer service is outstanding. S/he will work as a member of the larger IT Management team to deliver a coordinated service offering to the customers of Atlas Air IT. This position reports to the Director of Enterprise Operations.

Responsibilities:

* Oversee all work processes of the IT Help Desk and Production Support functions to provide proactive end user support services, delivered in a manner that leaves the customers of Atlas IT delighted
* Design and implement data capture and reporting systems in support of measuring the performance of End User support and its continuous improvement, including:

* Various operational metrics, including aging tickets across all IT departments
* Change Management weekly statistics
* Root cause analysis of systemic issues
* Recommendations for improvement
* Use tools, templates and checklists to proscribe best-practice processes in ticket management, issue resolution and customer service and evolve them as needed to reflect their continuous improvement and to speed the onboarding of new staff

* Manage the Help Desk and Production Support teams to guarantee adherence to these processes
* Achieve customer service objectives by implementing quality and customer-service standards; resolving problems; completing audits; identifying support trends; determining improvements and implementing change
* Improves customer service quality results by studying, evaluating, and re-designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes
* Handle complex and escalated customer service issues
* Manage staff schedules to ensure there is always adequate coverage and create vendor relationships in support of supplemental staffing
* Work with IT Governance to ensure processes are compliant and data captured via the ticketing system supports all relevant IT reporting needs

* Manage and support SOX compliance activities for all help desk processes specifically to on-boarding and off-boarding of staff and access management
* Proactively communicate with the customers of Atlas IT and establish the role as an effective agent between and for IT, its internal and external Atlas customers

* Build and maintain customer relationships to guarantee full understanding of user needs to provide effective support and services
* Keep other IT groups in the loop regarding events affecting their mutual customers
* Be an effective representative for these groups when dealing with the customer
* Determine customer service requirements by maintaining contact with customers; visiting operational environments; conducting surveys; forming focus groups; benchmarking best practices; analyzing information
* Provides feedback to IT management regarding service failures or customer concerns, while ensuring all customers have accurate and timely information on ticket status and/or changes
* Effectively manage the inventory of all corporate purchased or leased hardware and related peripherals (including desktops, laptops, copiers, printers, fax machines, PDAs, telephones, cell phones, etc.) and software assets, including:

* Physical movement of assets
* Changes in custody (i.e. new or departing employees)
* Retirement, trade in or other disposition
* Periodically perform physical inventories to verify location and existence of assets
* Reporting inventory shrink, disposition and other inventory transactions to corporate accounting
* Establishing, maintaining and enforcing policies and procedures designed to ensure compliance with vendor software licensing requirements

Qualifications:

* Develop and maintain customer relationships; build credibility and trust
* Manage time effectively and efficiently
* Plan and organize work initiatives to successfully accomplish goals and objectives
* Exceptional people skills – effective management abilities with strong communication skills to work with people throughout the organization
* Customer service driven with an appreciation for excellence in quality and delivery of services
* Demonstrated experience in managing complex teams in a matrix environment for the purposes of customer service
* Leadership and motivational skills
* Excellent communication and negotiation skills
* Excellent customer relationship skills
* Some form of analytical quality improvement such as but not limited to six sigma
* Demonstrated project management and organizational skills
* Bachelor’s degree ( or equivalent experience) in related business or technical field, preferred
* 5 years in a senior technical or management position, preferred
* Experience in managing multiple departments, preferred
* Rapid decision making capability
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