Sr. Manager, End User Services

Description

POSITION SUMMARY

Managing a team of End-user support analysts and/or assistants. Teams are responsible for providing in-person assistance to employee end users including: maintaining and troubleshooting a range of user problems (PC hardware/software/LAN/voice network); diagnosing problem sources through discussions with users and coordinating with internal support teams and/or vendors; acquiring, installing, and upgrading PC components and software; responding to service outages and other problems; and training users on new technology and software.

RESPONSIBILITIES

Define, set, and implement Standard Operating Procedures (SOPs) regarding end user support, onboarding/offboarding, and PC deployment/reclamation to ensure globally consistent processes.

Drive continuous improvement initiatives through Vertiv Operating System (VOS) principles and automation to improve efficiencies for users and support teams.

Lead Level 2 (deskside support) projects, programs, and day-to-day support activities.

Manage vendor relationships related to PC support, deployment, printers, and other IT equipment.

Own business escalations and assign appropriate resources to resolve issues effectively.

Mentor staff, conduct performance reviews, and manage overall team development.

Monitor Level 2 service ticket performance and implement actions to resolve issues and enhance performance.

Set, monitor, and review team and individual objectives aligned with performance metrics.

Accountable for meeting or exceeding service level standards.

Perform other duties as assigned.

QUALIFICATIONS

Minimum Qualifications:

Bachelor’s Degree or equivalent management and technical experience required

10+ years in IT, with 5+ years in a supervisory role

ITIL v3 Foundation Certification required

Preferred Qualifications:

ITIL Practitioner Certification

Proficiency in Excel and PowerPoint

Deep technical expertise in PCs, printers, OS, applications, and networks

Proven leadership and ability to drive high-performing teams

Experience working with senior leaders and delivering world-class service

Demonstrated ability in continuous process improvement and innovation

PHYSICAL & ENVIRONMENTAL DEMANDS

N/A

TIME TRAVEL REQUIRED

None

The successful candidate will embrace Vertiv’s Core Principals & Behaviors to help execute our Strategic Priorities.

OUR CORE PRINCIPALS: Safety. Integrity. Respect. Teamwork. Diversity & Inclusion.

OUR STRATEGIC PRIORITIES

Customer Focus

Operational Excellence

High-Performance Culture

Innovation

Financial Strength

OUR BEHAVIORS

Own It

Act With Urgency

Foster a Customer-First Mindset

Think Big and Execute

Lead by Example

Drive Continuous Improvement

Learn and Seek Out Development

At Vertiv, we’re on a mission to empower the people that will power the future. From a simple swipe to life-changing medicines, from push notifications to generative AI. We design, manufacture, and service the products and solutions that keep the world connected. With $7.2 billion in revenue, a strong customer base and global reach spanning nearly 130 countries, we are uniquely positioned to deliver greater value to our customers and create new opportunities for our people.

Vertiv is an Equal Opportunity/Affirmative Action employer. We promote equal opportunities for all with respect to hiring, terms of employment, mobility, training, compensation, and occupational health, without discrimination as to age, race, color, religion, creed, sex, pregnancy status (including childbirth, breastfeeding, or related medical conditions), marital status, sexual orientation, gender identity / expression (including transgender status or sexual stereotypes), genetic information, citizenship status, national origin, protected veteran status, political affiliation, or disability. If you have a disability and are having difficulty accessing or using this website to apply for a position, you can request help by sending an email to . If you are interested in applying or learning more about this role, please visit the company’s career page located on Vertiv.com/Careers

Work Authorization

No calls or agencies please. Vertiv will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided. Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.