End User Services Manager (San Diego County Contractor)

  • $56.00/hour
  • As the County of San Diego End User Services Manager, you will: 
    • Manage larger team(s), with broad scope or impact, including setting organizational direction/work prioritization, people development, cost management, and alignment with larger business goals.
    • Manage the team that is responsible for providing customer on-site Computer hardware repair/replace, Refresh, Network Printer repair/replace, Application applications troubleshooting and installation, and/or other support for customers according to contractual Service Level Agreements. 
    • Coach and mentor employee direct reports. May coach and mentor non-direct reports as needed
    • Manage annual performance review process for employees. 
    • Work with all cross-functional teams to deliver End User Services and Hardware. 
    • Establish and manage relationships with customers and customer subject matter experts. 
    • Resolve/monitor customer escalations as appropriate
    • Act as a key advisor to senior management on the development of overall policies and long-term goals of the End User Services organization. 
    • Solve complex business/technical issues within established policies.
    • Be responsible to evaluate planned solutions for delivery effectiveness to provide a proactive environment. 
    • Consult on delivery impact of new planned solutions and devices. 
    • Recommend and lead planning activities for End User Field Services impacting projects such as WIN 10 and O365 migrations. 
    • Develop, manage and maintain relationships with third party vendors that provide Hardware and Software solutions to the Account.
    • Manage P&L for End Users Service Framework. 
    • Work closely Engineering and Architecture teams to define and test new Computer and Printer Hardware configurations during annual review cycles. 
    • Manage and Support Scheduled and unscheduled Mission Critical events that require End User support team engagement to deploy and support Hardware and Software delivery. 
    • Manage onsite Printing Services Team responsible for daily, weekly and annual printing of Contractually defined customer Reports. 

    Knowledge and Skills Required:
    ITIL Certified – Preferred 
    Workforce Management/development 
    Managing Managers 
    Strategic Planning 
    Negotiation Skills 
    Customer/Vendor Management, escalation management, customer relationship-building 
    Knowledge of Corporate capabilities and outsourcing 
    Business Analysis, Business Planning 
    Financial Management/Cost Management 
    General Project Management 
    General understanding of technology in direct responsibility 
    General understanding of related technologies 
    Knowledge of industry and market trends​ 

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