Location

New York, NY (located near Penn Stations South)

Hybrid Work Schedule

Will be required to work on site at client location 2-3 days each week

Job Description

We are seeking a tech savvy EUS (End User Services) Lead who is excited about the latest Automation and AI technologies. The ideal candidate will bring a strong understanding of Service Desk, End User Computing & End user Experience , Client facing experience and leading large teams in global delivery model ( on/near and offshore).

Key Responsibilities

• Coordinate staffing and service delivery across assigned locations
• Maintain appropriate levels of coverage
• Proactively manage SLA requirements
• Ensure that the agreed to volumes are completed successfully. Managing the EUC Onsite Support Team
• Ensure that accurate data is available and provided to the EUC Operations SDM and the EUC Senior Director
• Ensure and review process documentation of all work performed on behalf of Cast Member
• Build and maintain relationships with key Enterprise Tech staff/managers to make sure service levels are meeting their needs and to handle any issues or concerns before they become an escalation
• Take ownership of Cast Member service-related escalations
• Initiate, own and coordinate internal escalations of technical issues
• Collaborate with the EUC Request Fulfillment SDM and the local EUC Operations SDM, to coordinate employee leave requests and PTO; ensure seamless coverage
• Supervise adherence to company and business unit policies and standards
• Assist with new team members onboarding
• Provide input to the staff performance evaluations and progress reporting
• Act as player coach; step in to plug gaps in coverage as appropriate
• Represent the team in the larger organization as required
• Identify opportunities to shift-left

Required Skills

• Experience with using technology to improve End user Experience & Productivity is must e.g. Chat bot for Service , Nexthink, End user Computing technologies
• 3-5 years of direct supervisory experience in the service delivery industry
• 3-5 years of experience with large scale operations for IT field work
• Superior customer service and people skills
• Retail industry a plus
• Exceptional communication skills and attention to detail
• Ability to juggle time and resources to meet or exceed expectations
• Maintain professionalism under pressure
• ITIL knowledge/experience a PLUS

LIST OF TECHNOLOGIES

Mac OS, Windows OS, Linux or UNIX experience NOT required but is a PLUS, iOS, Blackberry, Android, Active Directory, Cisco VOIP, JAMF Casper, Video Conferencing, remote connectivity (i.e. Apple Remote Desktop, LogMeIn, Bomgar, etc.), Citrix, virtualization (i.e. VMware or Parallels), VPN connectivity, TCP/IP networking, wireless and mobile networking, Mobile Device Management (i.e. MobileIron), Microsoft Office Suite, Microsoft Exchange (on-prem and Office 365 cloud), A/V equipment, Helpdesk ticketing systems (i.e. ServiceNow), hard drive encryption products (i.e. Apple Filevault, PGP, Credant), enterprise backup products (i.e. Connected Backup), SAP, SCCM, Microsoft deployment tools, network printing, consumer/home/soho network equipment (i.e. routers, switches, wireless access points, powerline ethernet adapters, etc.)