The IT Employee Experience Manager will lead the IT support team in implementing standard
solutions across the enterprise to enhance reliability, visibility, and supportability. You will play
a crucial role in resolving critical issues as part of a cross-functional team, ensuring seamless
operations. Additionally, you will provide training and direction to other technical staff,
empowering them to effectively perform the bulk of IT support tasks. Your leadership will drive
improvements in customer satisfaction and operational efficiency, contributing to the overall
success of the organization.
Responsibilities:
Supervise and lead the IT Employee Experience team, including hiring, training, and
evaluating team members.
Develop and implement team objectives, policies, and procedures.
Oversee the resolution of IT incidents and service requests and ensure the team is
consistently meeting SLA objectives.
Ensure a high level of customer satisfaction through prompt and effective support.
Build and maintain inter-departmental relationships to ensure we can prepare and provide
support for upcoming initiatives.
Collaborate with other technology teams to assist with integrating new products into
enterprise infrastructure.
Manage software and hardware inventory levels to ensure prompt IT Service.
Work with vendors and partners to resolve problems and implement solutions.
Lead IT Support projects, including system upgrades, migrations, and new installations.
Research, diagnose, troubleshoot production incidents.
Generate and analyze reports on support activities and team performance.
Ensure Onboarding and Offboarding activities are coordinated and successful.
Manage and the IT Service Management platform, and ensure the appropriate features are
in place to support the organization.
Develop and implement strategies for continuous improvement.
Monitor the environment health and drive improvements to enhance availability and
performance.
Identify opportunities for automation and operational efficiency.
Qualifications:
•Leadership experience, goal setting, coaching, mentoring, and career development.
•Minimum three years’ experience with Microsoft technologies (Server, Active Directory, SQL
Server, etc.)
Updated 7/09/24
•Advanced knowledge of IT Service Management / ITIL
•Advanced knowledge of end user computing technology such as Unified Endpoint
Management.
•Excellent written and oral communication, excellent attention to detail, ability to adapt to
rapidly changing requirements
•Have a proven aptitude to successfully work as part of a team.
•Excellent at troubleshooting and resolving issues with no or minimal assistance.
•Preference will be given to applicants who have completed and maintained basic industry
certifications (COMPTIA A+, etc.) and/or Microsoft certifications (MCSA, MCSE, VCP)
•Light work that includes moving objects up to 35 pounds.