Job Description

JOB SUMMARY

The Manager of End User Computing is responsible for the enterprise delivery of customer facing technology services. This position will lead a team charged with delivering high-quality cost-effective services including communication and collaboration endpoint systems management, asset management, shared computing environments, virtual desktop and virtual application services, remote assistance, device patch and migration management, software packaging and distribution management. This position will be focused on improving the end user computing environment including Microsoft Windows desktops/laptop, Mac desktops, Mac laptops and Mobile devices. This position is responsible for collaborating with all IT and business leadership to develop technology strategy implementation plans, adoption methodologies and operational support for the previously mentioned service areas. The Manager of End User Computing is accountable for continuously evolving product offerings and sourcing strategies that align with business strategies to ensure the best possible performance and outcomes for Vericast.

KEY DUTIES/RESPONSIBILITIES

• Effectively manage vendor partners including addressing issues/concerns and providing solutions with favorable outcomes for Vericast.
• Lead the development and execution of marketing and adoption approaches to maximize customer value of technology investments.
• Develop technology strategies that support long-term growth and sustainability. Develop an operational plan that is flexible in a changing environment.
• Collaborate with peers to set standards of high quality service consultation and product to customers through understanding of business needs and through the development of seamless transition of work processes across departments in the IT division. Develop and manage relationships throughout the organization to reinforce a culture of service and collaboration. Establish metrics and measure return on investments.
• Continually seek and consider innovative solutions to business problems and apply as relevant in support of the organization’s mission culture and philosophy. Develop best practices and drive the process of creative thinking and solutions. Lead change and adoption of new processes and technologies.
• In collaboration with senior leaders develop and achieve a resilient organizational structure and workforce to support long-term objectives. Provide opportunities and framework for team member’s career advancement. Responsible for the interpretation communication and understanding of department and company goals mission and philosophy to team members. Provide consistent performance feedback.
• Working with department leaders determine where financial and human capital resources are best utilized and allocated to maintain efficiency and operational excellence. Responsible for establishing and operating within department budget.
• Maintain knowledge of competing projects and programs across departments and outside area of accountability. Collaborate with peers to prioritize projects deliverables and resolve competing priorities. As a collective senior management team, provide recommendations to IT leaders.
• Selects develops and motivates qualified staff to effectively carry out departmental functions and responsibilities. Provides management direction to staff. Prepares and conducts employee performance appraisals and personal development plans. Manages staff resource availability relative to SLAs support demands of the business and project workload demands.
• All employees are responsible for supporting and complying with internal and external audits to include providing information performing assigned tasks to ensure compliance and preparing and maintaining evidence that key duties identified as internal controls have been performed.
• Other duties as assigned. In addition to regularly scheduled hours and responsibilities, IT staff and management are frequently required to assist on special projects and emergencies. This includes but is not limited to regularly scheduled evening or early morning maintenance and emergency response at any time (24x7x365). These additional responsibilities are an essential function of the job and are required to ensure continuous operations and minimize disruption to end-users.
• Provide guidance and direction to team responsible for internal customer facing technology services in client computing Tier I support incident and request management and productivity technology.
• Develop and execute sourcing strategies to ensure the best value service delivery model.
• Lead the development of client hardware and software lifecycle management programs towards an outcome of a highly available and high performance service.
• Utilize industry standard key performance indicators to continuously evaluate service value against competing external providers. Leverage quality cost and customer satisfaction metrics to deliver the right level of service to meet Vericast business needs.
• Develop and maintain strong relationships with business leadership ensuring daily technology service needs are met and issues resolved.

Qualifications

EDUCATION

• Bachelor’s Degree in Computer Science, Business Management in Information Systems, or related field desirable

EXPERIENCE

• 5-7 year’s management experience with heavy customer/client interaction and executive support experience
• 5-7 years’ experience with industry standard end-user technologies including hardware mobility, operating systems, office automation browsers, communications, security, identity management, directory services, software management, software packaging, messaging/collaboration technologies

CERTIFICATIONS & LICENSURES

• Microsoft Certified Technology Specialist certification is a plus but not required
• Apple Certified Support Professional is a plus but not required

KNOWLEDGE/SKILLS/ABILITIES

• Skills required include negotiation abilities, customer focus, analytical, and creativity
• Must have superior problem solving, troubleshooting, and organizational skills the ability to independently manage multiple assignments and the ability to participate in team-based projects comprised of employees with various amounts of experience and skill levels
• Prefer intermediate to advanced Excel skills
• Strong knowledge of Windows Mac OS and Networking required
• Strong problem solving and logic skills required
• Strong organizational skills required
• Knowledge in Microsoft Office suite required
• Excellent verbal communication skills required
• Ability to work on projects in team setting
• Ability to communicate program standards and requirements to contractors and staff
• Ability to communicate and work with end users with minimal computer experience
• Ability to communicate program standards and requirements to contractors
• Technical writing skills.

COMMUNICATION AND CONTACTS

Proven written communication skills in addition to strong verbal communication.  

OTHER

Supervisory Responsibilities: 5 to 10 direct reports (this includes FTEs and contractors) This is a security sensitive position

Additional Information

SALARY: $ $85,400-$110,000 

Position is eligible for an annual bonus incentive program 

3 or more days per week in Office at 5955 Schoolcraft Rd, Livonia, MI 48150. 

The ultimate compensation offered for the position will depend upon several factors such as skill level, cost of living, experience, and responsibilities.

All team members are responsible for demonstrating the company's Core Values at all times and for using Performance  Excellence principles to continuously improve effectiveness, efficiency,  products, and services.  This includes, but is not limited to,  participating on improvement teams, recommending, and implementing improvement  ideas, and participating in training and other activities to keep up to date on  processes, information, etc.   All team members are responsible for supporting  and complying with internal and external audits, to include providing  information, performing assigned tasks to ensure compliance, and preparing and  maintaining evidence that key duties identified as internal controls have been  performed.

All team members are responsible for supporting  and complying with safety and security policies to promote a healthy working  environment.

Vericast offers a generous total rewards benefits  package that includes medical, dental and vision coverage, 401K and flexible  PTO. A wide variety of additional benefits like life insurance, employee  assistance and pet insurance are also available, not to mention smart and  friendly coworkers!

At Vericast, we don’t just accept differences -  we celebrate them, we support them, and we thrive on them for the benefit of  our employees, our clients, and our community.  As an Equal Opportunity  employer, Vericast considers applicants for all positions without regard  to race, color, creed, religion, national origin or ancestry, sex, sexual  orientation, gender identity, age, disability, genetic information, veteran  status, or any other classifications protected by law. Applicants who have  disabilities may request that accommodations be made in order to complete the  selection process by contacting our Talent Acquisition team at talentacquisition@vericast.com.  EEO is the law. To review your rights under Equal Employment Opportunity please  visit: www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf.