JUUL Labs is hiring a
Senior Manager, End User Services

Summary

The job is for a Senior Manager of End User Services at Juul Labs. The role involves managing a team to provide comprehensive support to end users, ensuring optimal performance and providing top-notch technology solutions. The Senior Manager will be responsible for continuous improvement of services, budgeting, financial management, and people management.

Requirements

• 15+ years of progressive experience in technical service delivery and program management
• 10+ years of experience in the design and implementation of end user services, KPI, SLAs, customer experience indicators and continuous process improvement
• 10+ years of experience managing contact centers, service desk and end user support teams, with focus on quality and customer satisfaction with a sense of urgency
• Experienced in the definition of end user policies, patch and security deployments
• Experienced in the design, deployment and management of a complete end-user computer fleet
• Experienced in ITIL concepts for incident, problem and change management
• Expert in leveraging ServiceNow for service management, automation and service optimization
• An expert level understanding of end user service delivery, continuous improvement and end user satisfaction optimization is essential
• An expert level knowledge of call center and end user support processes, policies, procedures and best practices service
• Exemplary problem solving abilities with a very strong technical acumen on Windows, Mac and iOS operating systems
• Exemplary ability to implement ad-hoc solutions and leverage tools for complex problem resolution
• Exceptional experience and ability for Scripting using Python, shell and bash scripts
• Ability to work in a team environment and motivate others
• Ability to influence and manage change effectively
• Exceptional written communication skills

Responsibilities

• Manage the company’s End User Services team for continuous improvement
• Provide comprehensive support to end users from end to end
• Provide top-notch computing equipment
• Provide world class global audio video and teleconferencing solutions
• Complete tasks in connection to 24x7 Global Service Desk provisioning
• Provide executive and onsite user support
• Complete advanced troubleshooting of IT issues and resolve to meet service level agreements
• Provide first and second level support for a portfolio of standard corporate applications and productivity tools
• Manage all audio and video equipment at the company’s offices
• Support the company’s audio and video conferencing solutions
• Provide support and break/fix services for end user computing
• Manage new user onboarding process and execute on offboarding processes
• Manage end user device policies, patch and security deployments
• Build, maintain and deprecate laptop, desktop, mobile devices and virtual desktop images

Benefits

• A place to grow your career. We’ll help you set big goals - and exceed them
• People. Work with talented, committed and supportive teammates
• Equity and performance bonuses. Every employee is a stakeholder in our success
• Cell phone subsidy, commuter benefits and discounts on JUUL products
• Excellent medical, dental and vision benefits