Manager, End User Services

Job ID
2018-1122
Category
Information Technology
US-MA-Cambridge

Company Summary

The IT and Informatics group at Jounce Therapeutics is looking for an experienced IT End User Services manager to join the Jounce IT team. The individual will manage end user services activities such as: Employee onboarding, helpdesk services, mobile device management, video conference services, application training and management. The individual will report to the Manager of Information Technology. The person in this position will help drive success and resolution to the customers’ needs as they oversee the Jounce help desk team. This individual will partner with counterparts in IT as well as throughout the company to ensure alignment of applicable end user technologies and services and focus on delivering a high level of internal customer service/satisfaction. This is a challenging position in the dynamic field of immuno-oncology which provides opportunity for growth in a fast-paced, start-up like environment.

Role / Responsibilities

  • Managing a team of Technical Support professionals
  • Cultivate and reinforce appropriate group values, norms and behaviors
  • Developing and demonstrating an understanding of end user and company needs
  • Collaborate with other internal departments
  • Developing and managing end user software’s and services to drive understanding of capabilities and drive wide spread adoption throughout the company
  • Hands on familiarity with current IT systems, including networks, servers, data security systems, VOIP telephony, and computing support includes lab and cloud environments
  • Analyzing the performance of Service Desk activities and documented resolutions.
  • Developing and managing Service Level Agreements (SLAs) to establish request and problem resolution expectations and timeframes
  • Creating and maintaining a Service Desk training program for increased business, customer service and technical knowledge
  • Resolving daily issues of a complex scope that impact the company and overall company objectives
  • Developing and managing the end user application lifecycle and training that ensures best in class services are utilized by the company
  • Overseeing Incident, Problem, Change and Knowledge management processes

Qualifications

Experience and Skills:

  • Develop service levels, service agreements, and manage the daily activities of the IT Service Desk staff
  • Must have demonstrated recent hands-on experience with desktop administration in a professional environment
  • Ensure quality management is established to analyze and evaluate the effectiveness and benefits of services and processes
  • Ability to define and develop foundational components of a Service Desk - metrics, process, organization, tools, skills
  • Utilize ITIL based standard operating procedures, key performance indicators (KPIs), and reports to provide visibility to service desk performance and quality
  • Provide data and reporting of KPIs and trends to IT department and others both scheduled and on-demand
  • Maintain and improve service quality and measuring customer satisfaction through quality standards and measurements
  • Manage end user relations to ensure end user requirements are clearly understood and implemented in and implemented by identifying opportunities and leading initiatives that focus on improving internal processes and customer service performance
  • Responds to and/or handles escalations received from management or customers in a timely fashion, ensuring issues are resolved or escalated to the appropriate group
  • Ability to stand in front of a large audience and speak with authority on End User Technologies and Incident Management
  • Experience working with scientists and lab spaces in the domains of protein sciences, translational sciences, oncology, and immunology

Minimum Qualifications:

  • Demonstrated record of outstanding success at transforming and improving efficiencies in Service Desk support at similar organizations where innovation, collaboration, customer service, and the user experience are paramount
  • Demonstrated ability to lead teams, gain consensus, and move teams toward a shared vision
  • Strong knowledge of IT Service Management practices and principles, and implementation of ITSM platform
  • Strong analytical skills
  • Excellent verbal and written communication skills
  • Exemplary customer service skills and communication etiquette
  • Ability to share expertise to team members in order to develop them to improve their performance
  • Ability to analyze metrics and statistics to identify trends, contribute to avoidance tactics, and provide appropriate support
  • Five plus years of experience providing support to users in a Service Desk environment
  • In-depth knowledge and experience working in an IT Support Service Center
  • Experience managing vendors and third-party contractor companies as part of the team
  • Technical qualifications:
    • VMWare 5.5 vSphere interaction
    • Windows desktop OS 7 | 10 administration and configuration
    • Group Policy management and creation

Statement

To be considered for this role, please submit your resume here by clicking “Apply for this job online”.

We are an equal opportunity employer offering a competitive salary and benefits package.

All applicants should be legally entitled to work for any employer in the US.

Note to Employment Agencies: Please do not forward any agency resumes. The company will not be responsible for any fees related to resumes that are unsolicited.

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