Head of IT End User Experience and Support
- Recruiter
- Herman Miller
- Location
- Chippenham
- Salary
- Competitive
- Posted
- 01 Jul 2015
- Closes
- 01 Jul 2015
- Sectors
- Education & Teaching, Support
- Contract Type
- Permanent
- Hours
- Full Time
: The Head of IT End User Experience and Support leads a professional services organization that manages the help desk, desk-side support groups, activities and technologies related to end user support and services for International Herman Miller locations. This role works closely with Corporate IT to ensure alignment with the corporate and IT strategy. This role is responsible for the overall strategy and management of all level 1 support services within International IT. This leader defines service levels, service agreements, and manages the end user IT help desk operations in our International locations as well as all desk-side support services (PC / device support, AV, mobile device and cellular services, employee provisioning, print management). This involves establishing processes to identify, track, escalate, resolve and report end user problems. The Head of IT End User Experience and Support works jointly with Corporate IT, the business, and IT stakeholders across International to define end user technology solutions and the implementation and training of those solutions for internal employees. Role also includes leading a team responsible for the implementation and training of our dealer technology tools to ensure successful adoption. This individual is also accountable for developing and implementing technical service restorations and troubleshooting procedures for identifying, testing and diagnosing provisioned device (e.g. PCs, tablets, phones) and peripheral equipment faults. Essential Functions: Ability to build a high-performing team in all regions within International that operates with end user support excellence. Promote a service focused support culture and ensure accountability for delivering superior IT End User Services. Work jointly with corporate IT in to ensure consistency of end user support and planning next generation of technology and services impacting employees and dealers to ensure successful support, training, and user adoption, including selection, prototyping, piloting and transition to operations. Strong IT help desk operational skills. Ability to manage budgets and allocate resources effectively for maximum performance. Ability to implement processes, procedures and controls to improve operations in a cost effective manner. Strong communication and decision-making skills. Strong IT desk-side support and user provisioning management skills. Ability to cultivate and leverage IT resources across regions to improve overall IT end users support. Create processes across International designed to appropriate capture organizational needs around collaboration and ensure the successful delivery of those solutions to the organization. Primary interface with project teams and other IT organizations to define new service offerings in the technical workforce enablement and collaboration domains. Accountable through use of business and practical experience and knowledge of how technology can help solve business problems, to design, develop and operate technology solutions that meet business needs and incorporate organizational strategies. Collaborate closely with both business units and IT development groups in solution development. Formulate metrics and key performance indicators for delivery and operation of services and functional areas. Using ITIL service management principles leverage this info to establish an ongoing system of continuous improvement. Prepare and manage budgets, including service cost analysis modeling necessary to help ensure the proposed operational investments meet an industry-standard acceptable Return on Investment. Create measures for successful IT help desk and desk-side support execution, including policies, processes, procedures and controls. Plan and implement the end user / employee provisioning process. Develop innovative solutions for desk-side support that lower costs and simultaneously improve services. Implement enforce, and improve IT help desk and desk-side support policies, processes, procedures and controls. Establish and monitor service level benchmarks and measure performance through end user surveys. Recruit, hire, train and develop high performing IT End User Services team members. Motivate team members to work collaboratively and effectively across our International locations. Minimum Requirements:
- Ideally Bachelor degree in a computer related discipline or equivalent work experience.
- Ideally 10 years Information technology management.
- Ideally Minimum 3 years of work with Collaboration-focused technologies.
- Extensive working experience with enterprise collaboration solutions; Videoconferencing, Lync, 0365, etc.
- Experience in a global company working across major geographic regions is required.
- Superior communication skills in communicating technology direction for all levels of management.
- Demonstrated customer focus - evaluates decisions through the eyes of the customer; builds strong customer relationships and creates processes with customer viewpoint.
- Proven experience in managing IT resources to meet goals and objectives.
- Expertise in managing an efficient and cost effective IT help desk with customer service excellence.
- Expertise in effective and efficient desk-side support services.
- Strong program/project management leadership knowledge and skills, covering planning and execution including ability to rapidly assess risk and identify/resolve issues.
- Highly skilled in engaging teams in creating structure to deliver results in a highly ambiguous, rapidly changing environment.
- Willingness to work a flexible schedule to accommodate project deadlines and travel requirements.
- Travel is required - less than 20%.