Experienced User Service Manager – End User Support and Technical Leadership for a World-Class Organization

Introduction to Workwarp and the Role Workwarp, a pioneering force in the industry, is seeking an exceptional User Service Manager to spearhead our End User Support function. This is a unique opportunity for a visionary leader to help establish a state-of-the-art, world-class Support Center that sets new standards in user experience and technical excellence. As a key member of our Information Technology Team, you will lead a team of professionals who interact heavily with users at all levels, requiring excellent communication, interpersonal, and leadership skills. About the Position The User Service Manager role is designed for a highly skilled and motivated individual who can provide leadership and guidance to the End User Support Team. The ideal candidate will have a broad range of skills, including solid technical expertise, excellent people skills, and experience with managed services. The supported technologies will range from desktop computing, networking, and infrastructure to phone/video systems and conference room automation tools. Key Responsibilities Provide leadership and guidance to the End User Support Team, ensuring professionalism and responsiveness, and that the right skillsets are in place. Oversee the managed Service Desk and Desktop Support service to ensure quality of service. Institute a program of continuous improvement, working closely with the Service Desk and Desktop Support service and the internal support team to develop SLAs, KPIs, and metrics and benchmarks to measure against. Identify areas of focus and techniques to improve service quality and reduce the overall number of requests, and identify opportunities to enable end users to become more self-sufficient. Establish strong working relationships across the business and within IT, helping 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 a team of 5-20 people, requiring strong leadership and management skills to motivate and guide the team towards achieving exceptional results. Essential Qualifications Bachelor's Degree in Information Technology, Computer Science, or a related 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. 5 years of experience with Windows and Mac operating systems and applications, VMWare, Hyper-V, and Microsoft Azure, experience with SSO solutions, and knowledge of managing Windows Servers. 1 year of supervisory experience or demonstrated progressive leadership experience. Preferred Qualifications 5+ years of 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 related to desktop computing and voice & video. Strong analytic and problem-solving skills across a range of technologies such as MS Windows, Linux, and a solid working knowledge of Microsoft 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 ServiceNow are each strong pluses. Knowledge, Skills, and Abilities (KSAs) The ideal candidate will possess excellent communication skills, both written and verbal, with the ability to recognize, analyze, and solve a variety of problems. Proficiency in Microsoft Office applications is also required. Licenses/Certifications CompTIA A+ Certification Preferred CompTIA Network+ Certification Preferred Career Growth Opportunities and Learning Benefits At Workwarp, we are committed to the growth and development of our employees. As a User Service Manager, you will have access to a range of training and development opportunities, including workshops, conferences, and online courses. You will also have the chance to work with a talented team of professionals who are passionate about delivering exceptional user experiences. Work Environment and Company Culture Workwarp is a dynamic and innovative company that values diversity, equity, and inclusion. We believe in creating a work environment that is collaborative, supportive, and inclusive, where everyone has the opportunity to thrive. Our company culture is built on a foundation of respect, empathy, and open communication, and we are committed to making a positive impact on the communities we serve. Compensation, Perks, and Benefits We offer a competitive salary and a range of benefits, including health insurance, retirement savings, and paid time off. We also provide a range of perks, including flexible working hours, remote work options, and access to the latest technology and tools. Conclusion If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for the User Service Manager role at Workwarp. This is a unique opportunity to join a dynamic and innovative company and make a significant impact on the user experience. With a competitive salary, excellent benefits, and a range of career growth opportunities, this is a role that is not to be missed. Submit Your Application Seize this opportunity to make a significant impact. Apply now and take the first step towards a rewarding new role. Please submit your application, including your resume and a cover letter, to be considered for this exciting opportunity. Apply for this job