Job Specifications
IT End User Services Lead
6 month contract to hire (W2 ONLY, NO C-C)
Downtown Dallas, TX (Hybrid)
We are seeking an experienced and strategic IT End User Services leader to oversee the delivery of EUS services through our IT MSP. This includes overseeing IT MSP service delivery of End User Support services inclusive of service desk operations, endpoint management, desktop engineering, collaboration tools, field services, and employee technology onboarding and support. The ideal candidate brings a customer-focused mindset, strong leadership capabilities, and a deep understanding of enterprise technology environments.
Essential Duties & Responsibilities
Define, create, and own roadmaps, strategies, and prioritize for EUS services.
Serves as the primary liaison with IT MSP for EUS service providing oversight and ensuring business requirements are being delivered.
Ensures IT MSP has proper management of products and demand.
Coordinates across teams and stakeholders, ensuring timely communication and reporting throughout the demand delivery lifecycle.
Oversees IT EUS architecture and engineering resources, approves designs as required
Manages annual budget and contracts for EUS service; establishes charge back model for IT service as required
Ensure IT MSP EUS is in alignment with human resource teams on onboarding and offboarding requirements.
Oversee demand for change requests to end user environment
Maintains risk register for EUS and IT general controls in coordination with IT MSP, ensuring identified risks are accepted, rejected, and/or remediation plans are defined.
Balance team capacity against demands and budget
Promote the development of innovative solutions, through automation and orchestration
Drive capability area KPIs – adoption/usage, productivity, customer satisfaction
Partner with engineering, development, operations, support, and other technology teams to meet customer needs
Education, Skills & Experience
Bachelors degree is required.
Ten (10) years of EUS work experience is required.
5+ Years of EUS experience within enterprise-level organizations.
Experience in Implementation and support of EUS products
Experience in Implementation of EUS systems, service management systems, asset management products
Working knowledge of setup and maintenance of EUS Infrastructure.
Good Understanding of Microsoft Active Directory, LDAP, Multifactor Authentication, Citrix, MDM, Microsoft stack, Invanti EPM, RDP tools,
Experience in implementing technical specifications
Experience with regulatory and SOX controls
Worked on ITIL incident, problem, and service request resolution for customers
Experience in production incident handling, Change Requests, and Change management
Experience with support documentation (operation run book, data flow diagrams, architecture diagrams, Incident responses, RCA's)
Experience in building and scheduling reports and audit data
Excellent communication skills and ability to work with global counterparts
Excellent organizational, communication, and interpersonal skills
Customer service and quality-focused with proven process improvement skills
Innovative problem solving, research, and analytical skills
Ability to multi-task and prioritize work effectively
Strong understanding of data security, data classification, and data loss prevention
Highly motivated self-starter
Strong sense of ownership and driven to manage tasks to completion
Proficiency needed in Microsoft Word, Excel, Visio, and PowerPoint. Experience with SmartSheets and ServiceNow is preferred.
Related certifications: ITIL
Estimated Min Rate: $52.50
Estimated Max Rate: $75.00
What’s In It for You?
We welcome you to be a part of the largest and legendary global staffing companies to meet your career aspirations. Yoh’s network of client companies has been employing professionals like you for over 65 years in the U.S., UK and Canada. Join Yoh’s extensive talent community that will provide you with access to Yoh’s vast network of opportunities and gain access to this exclusive opportunity available to you. Benefit eligibility is in accordance with applicable laws and client requirements. Benefits include:
Medical, Prescription, Dental & Vision Benefits (for employees working 20+ hours per week)
Health Savings Account (HSA) (for employees working 20+ hours per week)
Life & Disability Insurance (for employees working 20+ hours per week)
MetLife Voluntary Benefits
Employee Assistance Program (EAP)
401K Retirement Savings Plan
Direct Deposit & weekly epayroll
Referral Bonus Programs
Certification and training opportunities
Note: Any pay ranges displayed are estimations. Actual pay is determined by an applicant's experience, technical expertise, and other qualifications as listed in the job description. All qualified applicants are welcome to apply.
Yoh, a Day & Zimmermann company, is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion
About the Company
At Yoh, we focus on helping you precisely navigate and fulfill your talent demands. Are you securing the right talent pipelines? Seeking the truth about your talent needs and processes? Start leveraging our deep industry expertise today.
Yoh covers your diverse talent and specialized resource needs in the areas of IT, Fintech, Cloud Computing & Migration, Cybersecurity, Product Engineering, Healthcare, Life Sciences, and Interactive, Media & Entertainment. You can be confident that we have the right subject-matter experts...
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