Manager, IT User Support

Job Description

Job Description

PURPOSE:
Leads and directs the end user support function within the Information Technology department, developing scalable processes and driving long-term operational improvements in alignment with organizational policies and goals. Provides oversight of cybersecurity-related activities within the support function and serves a primary escalation point for critical incidents, including after-hours response to support the organization's global operations.

GENERAL RESPONSIBILITIES:

• Provide leadership and direction to the end user support team, moving beyond day-to-day issue resolution to build scalable, long-term support processes.
• Set priorities, goals, and performance expectations for end user support staff; monitor and manage performance.
• Ensure end user support staff meet performance expectations.
• Mentor and develop end user support staff to build a top-tier IT team.
• Set the tone for the IT organization, maintaining a high standard of customer service.
• Ensure the work environment is safe, secure, and healthy.
• Develop, implement, and maintain standardized processes and procedures to improve service delivery and operational efficiency across the support function.
• Develop, implement and maintain company-wide policies and standards regarding end-user hardware and software.
• Drive continuous improvement initiatives, identifying opportunities to increase efficiency, reduce resolution times, and enhance the overall end user experience.
• Evaluate new technologies, methodologies, and end user support trends, recommending adoption where appropriate.
• Oversee the Information Technology Work Order Ticketing system including monitoring performance metrics.
• Manage the end-user IT equipment lifecycle such as acquisition, maintenance, and deployment.
• Ensures accurate inventory records of hardware and software, as well as records on repair, installation, and removal of equipment in the asset management solution.
• Leads the creation of IT training materials for end-users.
• Lead and participate in IT end-user related projects and tasks.
• Provide oversight of cybersecurity-related activities within the support function, partnering with IT Security to strengthen practices and reduce organizational risk.
• Ensure regulatory and security compliance with end-user services and equipment.
• Serve as a primary escalation point for critical incidents, ensuring timely and effective resolution.
• Provide leadership / support coverage and availability during off-hours, as needed, to support the organization's global operations.
• This position requires regular travel between East Falmouth, MA and Mansfield, MA facilities, with occasional international travel as needed.
• Perform other related duties as assigned.

KNOWLEDGE AND SKILL REQUIREMENTS:

• Demonstrated ability to lead, develop, and mentor a technical support team.
• Ability to lead process improvement and operational efficiency initiatives from concept through implementation.
• Ability to serve as an escalation point for critical incidents, including availability during off-hours as needed
• Effective team building and motivational skills.
• Reliable, with high integrity and strong work ethic.
• Ability to work as part of a team.
• Professional appearance and attitude.
• Ability to maintain confidentiality.
• Good customer service skills.
• Ability to effectively communicate, both verbally and in writing.
• Ability to manage conflicting priorities and customer expectations.
• Accuracy and detail oriented.
• Proactive organizational skills.
• Ability to use good judgment, initiative and be accountable in making decisions in accordance with established guidelines.
• Effective analytical skills and problem-solving capability.
• Strong time management skills, with ability to manage workload efficiently, including planning, organizing and providing status on a variety of tasks, assignments, projects and reports.
• Strong knowledge of desktop/mobile systems and the full support lifecycle; including design, installation, configuration, deployment, and ongoing management.
• Strong knowledge of operating systems, including modern Microsoft operating systems, along with business applications and productivity software such as Microsoft/Office 365.
• Knowledge of commonly used technology platforms across the organization.
• Knowledge of cloud-based device management platforms.
• Knowledge of networking fundamentals as they relate to end-user connectivity.
• Knowledge of remote support and collaboration tools.
• Knowledge of ITSM platforms, SLAs, and support metrics.
• Knowledge of Active Directory and Group Policies.
• Knowledge of cybersecurity practices and risk management as they relate to end user support and equipment.
• Knowledge of data privacy and regulatory compliance requirement.

EDUCATION AND EXPERIENCE:

• Five or more years of work experience in Information Technology End User Support and Customer Service.
• Two or more years of work experience in an FDA and/or ISO regulated environment or equivalent or a combination of experience and education.
• Two or more years of experience leading and overseeing a technical support team.
• Experience with ITIL methodology is recommended.

GENERAL COMPETENCIES:

• Adapts to change, open to new ideas and responsibilities.
• Communicates well (written and verbal), delivers presentations, has good listening skills.
• Perform tasks with a computer. Email, research, interaction with others via the internet. Creating and editing documents typically with utilizing MS Office; word documents, spreadsheets and create a slide presentation (Power Point). The level of proficiency is defined by the requirements of the position held.
• Good listener, committed to finding solutions to problems, works well with difficult people.
• Works well with internal and external customers, promotes a positive image of the company, and strives to solve issues raised by customers.
• Able to reach fact-based decisions, takes thoughtful approach when considering options, seeks input from others, makes difficult decisions.
• Meets deadlines, works independently, accountable, maintains focus, punctual, good attendance record.
• Honest, accountable, maintains confidentiality.
• Provides the information people need to know to do their jobs and to feel good about being a member of the team, unit and/or the organization; provides individuals information so that they can make accurate decisions; is timely with the information. Effectively communicates up and down the chain of command.
• Takes action, seeks new opportunities, and strives to see projects to completion within the job description boundaries.
• Creative, offers new ideas, risk taker, amenable to change.
• Builds strong relationships, is flexible/adaptable, works well with others, solicits feedback.
• Pursues everything with energy, drive, and a need to finish; seldom gives up before finishing, especially in the face of resistance or setbacks.
• Strives to understand contributing factors, works to resolve complex situations.
• Manages workload, works efficiently, and meets goals and objectives.
• Strives to eliminate errors, accurate work is a priority, seeks opportunities to improve product/services; complies with quality system requirements.
• Defines appropriate goals, works toward achieving goals, articulates vision and steps for achievement.
• Looks for opportunities to increase knowledge, works to increase responsibility, and strives to achieve personal goals.
• Meets deadlines, establishes appropriate priority, and gets the job done in a timely manner.
• Accountable to team, works to meet established deliverables, appreciates view of team members, respectful.
• Maintains current understanding of technical processes/equipment, uses technology to increase performance/productivity.

PHYSICAL REQUIREMENTS:

Frequently sit and stand, occasionally walk. Frequently use hands to finger, handle, or feel. Frequently reach with hands or arms, occasionally climb or balance, stoop, kneel, crouch, or crawl. Constantly talk or listen. Occasionally Lift 1-25lbs. 1-33% of the time. Carry 1-35 lbs. 1-33% of the time. Frequently work near moving mechanical parts. Occasionally work in high places, occasionally exposed to fumes or airborne particles, occasionally exposed to toxic or caustic chemicals. Moderate noise level is typical for the work environment of this job.

SALARY: $100,000-$130,000 annually

PAY RANGE DETAILS

The pay range listed on each job posting at acc represents the anticipated compensation range for new hires. Actual compensation will be determined based on several factors, including the candidate’s work history, experience, skills, and education. This range does not include the value of the total benefits package (if applicable), which includes, among other benefits, healthcare, dental, vision, and retirement benefits. Annual salaries are based on full-time employment.

BENEFITS:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible schedule
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Parental leave
• Professional development assistance
• Referral program
• Tuition reimbursement
• Vision insurance