- Company Name
- goeasy Ltd.
- Job Title
- Manager, End User Operations
- Job Description
-
**Job title**
Manager, End User Operations
**Role Summary**
Lead a geographically‑dispersed Level 3 IT support team, ensuring high‑quality, white‑glove service for executive and business users. Own end‑user operations, vendor management, budgeting, and continuous improvement of service delivery models.
**Expectations**
* Deliver rapid, high‑satisfaction ticket resolution for end users and executive stakeholders.
* Drive operational excellence through process design, KPI monitoring, and vendor performance management.
* Mentor and grow a high‑performing support team.
* Align support strategy with business objectives and technology road‑maps.
**Key Responsibilities**
1. Supervise end‑user operations across multiple sites, ensuring timely ticket handling, escalation, and resolution.
2. Provide executive‑level support, maintaining responsiveness and issue resolution standards.
3. Design and implement enterprise‑wide computer deployment initiatives, onboarding, and configuration workflows.
4. Monitor vendor/partner performance against KPIs/SLAs, taking corrective action as needed.
5. Analyze SLA, KPI, and support trend data to drive process improvements.
6. Balance workloads, share knowledge, and accelerate issue resolution within the team.
7. Build, mentor, and develop high‑performing IT support staff.
8. Define and enforce standardized support policies, processes, and SLAs in partnership with IT leadership.
9. Present operational metrics and initiatives to business stakeholders at regular meetings.
10. Negotiate and manage vendor contracts and resources for comprehensive support coverage.
11. Oversee physical security solution implementation across the organization.
12. Manage incident response workflows, escalation procedures, and knowledge base maintenance.
13. Establish proactive monitoring and feedback loops to refine support processes.
**Required Skills**
* 3+ years of IT management, ideally in multi‑site environments.
* Proven ability in OPEX/CAPEX budgeting, forecasting, and cost control.
* Strong leadership, interpersonal, and stakeholder‑management skills.
* White‑glove support experience for executive/C‑suite stakeholders.
* Expertise with IT Service Management tools (e.g., ServiceNow, JIRA Service Management).
* Analytical mindset with experience tracking, analyzing, and reporting on support metrics.
* Project management and process improvement skills.
* Ability to mentor and develop technical teams.
**Required Education & Certifications**
* Bachelor’s degree in Computer Science, Engineering, Business or related field (preferred, not mandatory).
* Certifications in IT Service Management, e.g., ITIL Foundation or higher, are desirable.
* Additional certifications in project management or vendor management are a plus.