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Aptiv
Boston, MA, United States
Aptiv is a global technology company that develops safe, green and connected solutions which are enabling the future of mobility. The company has over 200,000 employees across 11 technical centers, 131 manufacturing locations in 48 countries and generates over $20B in revenues per year. Aptiv focuses on addressing the future needs of the auto indus
Job Source: AptivAptiv PLC
Boston, MA, United States
Aptiv is a global technology company that develops safe, green and connected solutions which are enabling the future of mobility. The company has over 200,000 employees across 11 technical centers, 131 manufacturing locations in 48 countries and generates over $20B in revenues per year. Aptiv focuses on addressing the future needs of the auto indu
Job Source: Aptiv PLCSarepta Therapeutics, Inc.
Cambridge, MA, United States
The Associate Director, IT End User Services directs IT efforts for global help desk, desk-side services, and inventory management for technology assets. In this position, you will oversee help desk support to ensure that the End User Services team is responding to user questions and problems, assist on-site IT personnel to maintain laptos, desktop
Job Source: Sarepta Therapeutics, Inc.Cannon Search
Boston, MA, United States
Are you a Manager of End User Service s looking for a new opportunity to expand your skills and work at a growing company? Do you enjoy working with end users as well as managing a team? The ideal candidate for this role will be a hands-on manager who can provide a high level of desktop skills and white glove service for a mid-sized firm. This is
Job Source: Cannon SearchTEKsystems
Boston
Description: • Perform first and second level IT support related activities on incidents and requests with technologies and services (e.g. desktops/laptops, email, phones, printers, tablets etc.) either remotely, via email or in-person. • Support activities include the maintenance of office infrastructure, wireless network, phones, and conference r
Job Source: TEKsystemsTEKsystems
Boston, MA, United States
Description: • Perform first and second level IT support related activities on incidents and requests with technologies and services (e.g. desktops/laptops, email, phones, printers, tablets etc.) either remotely, via email or in-person. • Support activities include the maintenance of office infrastructure, wireless network, phones, and conference
Job Source: TEKsystemsFidelity TalentSource LLC
Boston, MA, United States
Job Description This Lead End User Support Specialist position provides end-user technology support for the Fidelity Investments (City, State) location. Fidelity has over 70,000 associates across multiple US locations. This job role is 100% onsite and the support ratio is 1000 associates to 1 Lead End User Support Specialist role. This role requir
Job Source: Fidelity TalentSource LLCBoston Medical Center
Boston, MA, United States
POSITION SUMMARY : Boston Medical Center Health System is seeking an innovative and accomplished Experience Strategist and Designer to join our digital team in the Marketing and Communications department. As the Director of User Experience, you will be responsible for delivering end-to-end experiences that patients desire and want to engage with.
Job Source: Boston Medical CenterPeabody, MA, United States
The End User Service Director is part of the Information Technology functional area and is responsible for:
Managing the End User Services team which consists of internal and external resources which provide 24X7 technical support for end users. End users and offices are currently located in the US, Europe and APAC regions.
Acting as a resource and an escalation point for the Service Desk, managing end users and executive incidents, requests and projects to ensure delivery to SLAs.
Overseeing the Incident Management process and ticketing system
leading user/customer-centric teams and delivering on continuous service improvement initiatives, including 3rd parties
Running IT services in a Service Management environment (ITIL, etc.) using expert working knowledge of key practices (incident, problem, change, service request, etc.)
Measuring service performance to agreed SLAs and creating reports for stakeholders - with supporting context / narrative
Solving complex problems for users through the use of technology - reviewing highly complex facts or situations requiring analysis, interpretation or comparison of a range of options
Supervising and direct line management of one, or more teams including (but not limited to) - recruitment, capability and performance, training, leadership, motivation
Management of financial budgets for your portfolio of services including development and monitoring of budgets
Good communication skills - tailoring your message for your audience, providing and receiving highly complex, sensitive and/or contentious information, able to communicate complex technical information in a simple way to stakeholders
Strong technical knowledge and ability to keep ahead of digital and technology initiatives
Preferred experience with Office 365, SharePoint Online, Active Directory, Cisco Collaboration, Microsoft Teams, Wrike and Azure
Primary Responsibilities:
Oversee the Service Desk team and acts as a point of escalation for management and the business on high priority requests and incident
Provide support and guidance on End User issues and requests
Act as a mentor and leader for the team, driving performance and process improvement
Monitor ticket traffic to evenly distribute workload and ensure delivery to SLAs with the business
Maintain Service Catalog and hardware standards for end users
Review and approve purchases for end user hardware
Communicate end user notifications of planned maintenance and outages
Provide oversight of executive support, including quarterly board meetings and earnings calls
Establish and maintain the Knowledge Base for end user and IT users
Act as an Incident Manager for high priority issues to ensure timely resolution and communication with the business
Qualifications:
Relentless focus on user needs and experience
Problem-solving mindset - focusing on improving outcomes
Seeing the bigger picture - understand how your work and the work of your team supports wider objectives and meets the diverse needs of stakeholders
Able to work well within a busy environment
Ability to work autonomously and delegate appropriately
Minimum of Bachelor’s degree preferred
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Email Alert for End User Services Director jobs in Peabody, MA, United States
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