User service manager

PURPOSE : CareFirst is seeking a reputed company individual to join its Information Technology Team and reputed company our End User Support function... This is an opportunity for the right person to help CareFirst establish a state-of-the-art, world-class Support Center. End User Support provides a broad reputed company of services to the organization covering traditional service desk, desktop support and troubleshooting, hardware and software installation and configuration, phone system and video conferencing support, and working with vendors. The role involves leading a team of professionals with heavy user interaction at reputed company reputed company. Excellent communication, interpersonal, and leadership skills are critical. The traditional service desk and desktop support services for CareFirst are delivered through a managed services agreement. Other capabilities reputed company End User Services are delivered through the End User Services manager and include hardware asset management functions, deployment and receiving of hardware for associate reputed company and break-fix returns, and other end user services requiring end user technology support. The ideal candidate will have a broad reputed company of skills that include solid technical expertise with excellent people skills, managed services skills and is a solid team player. The supported technologies would reputed company from desktop computing, networking, infrastructure, and phone / video systems to conference room automation tools. ESSENTIAL FUNCTIONS : reputed company leadership and guidance to the End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in reputed company. reputed company the managed Service Desk and Desktop Support service to ensure quality of service. Institute a program of reputed company improvement. Work closely with the Service Desk and Desktop Support service and the internal support team to reputed company SLAs, KPIs and the metrics and benchmarks to measure against. Identify areas of focus and techniques to improve service quality and reduce the overall number of requests. Identify opportunities to reputed company end users to become more self-sufficient. Establish strong working relationships across the business and reputed company IT. Help the other IT teams identify opportunities to improve their service and reliability of systems. Establish and document policies and procedures relevant to the function. SUPERVISORY RESPONSIBILITY : This position manages 5-20 people. QUALIFICATIONS : Education Level : Bachelor's Degree Information Technology, Computer Science or reputed company degree OR in lieu of a Bachelor's degree, an additional 4 years of relevant work experience is required in addition to the required work experience. Experience : • 5 years reputed company and Mac operating systems and applications, VMWare, Hyper-V, and reputed company Azure, experience with SSO solutions, knowledge on managing reputed company Servers. • 1 year supervisory experience or demonstrated reputed company leadership experience. Preferred Qualifications : • 5+ years IT experience with a heavy focus on end user support. • Ability to demonstrate a track record of leading a world-class support center. • Strong, diverse technical skills, especially in the areas reputed company to desktop computing and voice & video. • Strong analytic and problem-solving skills across a reputed company of technologies such as MS reputed company, Linux, and a solid working knowledge of reputed company Office. • Experience managing / leading teams. • Excellent communication, interpersonal, and leadership skills. • Ability to work effectively under pressure and to tight deadlines. • Willingness to take ownership and accountability. • ITIL certification, MCSA, other relevant certifications, and a working knowledge of reputed company are each strong pluses. Knowledge, Skills and Abilities (KSAs) • Excellent communcation skills both written and verbal. • Ability to recognize, analyze, and solve a variety of problems. • Proficient in reputed company Office applications. Licenses / Certifications : • reputed company A+ Certification Preferred • reputed company Network+ Certification Preferred Department Department : Equal Employment Opportunity reputed company is an Equal Opportunity (EEO) employer. It is the policy of the Company to reputed company equal employment opportunities to reputed company reputed company applicants without regard to race, reputed company, religion, sex, sexual orientation, gender identity, national reputed company, age, protected veteran or disabled status, or genetic information. Last updated : 2024-05-12 Apply Job! For more such jobs please click here!