Senior Manager, End User Services

Summary

Join Juul Labs as a Senior Manager of End User Services and lead a global team providing comprehensive IT support. You will oversee service desk operations, audio-visual support, and end-user computing, ensuring optimal performance and user satisfaction. Responsibilities include managing a team, developing service roadmaps, establishing governance frameworks, and managing budgets. This role requires extensive experience in IT service delivery, program management, and end-user support, along with expertise in various technologies and platforms. Juul Labs offers competitive benefits, including equity, performance bonuses, and excellent health benefits.

Requirements

• Bachelor’s Degree or equivalent relevant experience
• 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
• Virtualized environments
• Active Directory and domain services platforms
• Patch and mobile device management platforms
• Backup and recovery tools
• Exemplary ability to implement ad-hoc solutions and leverage tools for complex problem resolution
• Ability to work in a team environment and motivate others
• Ability to influence and manage change effectively
• Exceptional written communication skills

Responsibilities

• Provide 24x7 Global Service Desk provisioning
• Provide executive and onsite (in office) 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
• Participate in global technology strategy planning activities bringing current knowledge and future vision of best practices, improvement and service transformations, providing leadership and support to other corporate functions within the Company, and across the broader corporate community
• Establish a robust governance framework across all functions within their scope of influence, that will ensure consistency, predictability, efficiency and quality for all functions
• Develops overall roadmap for the continual evolution and improvement of the functions within their scope of influence, in alignment with corporate IT initiatives and need
• Develops delivery approach and articulates operational direction and priorities for all functions within their scope of influence
• Develops and manages executive communications both internally and client facing
• Accountable for budgeting and financial management of their assigned functions
• Engages with peers, stakeholders, partners, and reporting teams, gaining trust and influence through effective communication, active listening, and the capability to work effectively in a unique culture and matrix-oriented environment
• Leverage relationships with other corporate functions to identify needs and develops solution options and services to meet those needs
• Develops and implements a series of Key Performance Indicators and Service Level Agreements relevant to the functions within their scope of influence; adjusts KPI targets with other corporate teams
• Leverage relationships with vendors, and external advisory groups, to define the strategic direction and effectively deliver major initiatives
• Responsible of providing people and career management to the teams appointed to their function
• Responsible for managing delivery and vendor relationship with partner vendors contracted to complete tasks within their function

Preferred Qualifications

• Area of Study / Degree: IT or Computer Engineer
• Exceptional experience in MDM tools: Intune and JamfPro
• Exceptional experience and ability for Scripting using Python, shell and bash scripts

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