Position Summary
The End User Engineering Manager is responsible for the day-to-day End User IT Engineering operations, along with supporting any IT or Business led changes.
They will also with closely with the enterprise architects to development, align and implement new technology align with RCG’s Strategic roadmap.
This role will collaborate with key stakeholders across the enterprise to manage & transform our end users’ engineering experience with the use of technology platforms within the company.
Essential Duties and Responsibilities :
- Advance global End User client technologies stack
- Manage a team providing 2nd & 3rd level technical support for end user technologies
- Excellent leadership skills
- Develop and maintain formal procedures for consistency and increased productivity
- Drive annual cost efficiencies
- Prioritize both support and strategic goals
- Address escalated customer concerns
- Ensure good relationships with the business & IT Shareholders
- Strong communication, interpersonal, and conflict resolution skills
- Responsible for managing the patch management cycle for Global End Users Assets
- Identify and produce regular performance metric reports and identify resulting action items
- Ensures department processes comply with regulatory requirements.
- Human Resources responsibilities related to hiring, training, reviews, salary, vacations, mentoring, etc.
- Provide project resources from engineering and architectural talent for global projects
- Responsible for other duties and responsibilities as assigned.
Qualifications :
- Requires a bachelor’s degree (Master’s degree preferred) in area of specialty, or equivalent experience
- Minimum of 5-7 years’ experience in the field or in a related area
Knowledge and Skills :
- Experience with Enterprise problem and service technologies, e.g , ServiceNow Client computing management technologies JAMF, Intune, SCCM, BigFix, Azure, Modern Device Management Root cause analysis Application deployment management / lifecycle Working in a global support environment
- Strong skills in Documentation Problem solving Communication and presentation Customer Service
- In-depth knowledge in the area of O365 administration, operational activities and engineering.
- Demonstrates strong knowledge and capabilities across specific area of responsibility
- Proven ability to collaborate with technical peers and management
- Capable of making independent decisions that impact IT and / or related project delivery
- Accepts accountability and manages execution of individual and team results
- Must have ability to adapt to shifting priorities and align activities to meet organizational
Physical Demands :
- Will require physical lifting, unboxing, installation, and deployment of various IT equipment (Servers, Workstations, Monitors, Printers, etc.)
- May require extended travel to various locations, lasting up to 3 weeks at a time
Work Environment :
- Majority of work will take place within office environment.
- Work inside various datacenters may be required.
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