Associate Manager - End User Computing - INTL (MEXICO)

Job Description

As the Associate Manager, this role will oversee 3 direct reports. Responsibilities will include ordering EUC hardware/software for all users, operational excellence of the EUC team but needs to be hands on themselves, they will manage vendor partnerships by holding Managed Service Providers and Third Party Vendors responsible against SLAs and performance KPIs. They will be responsible for the myIT site which is where users can get help from IT through ServiceNow. They will support roughly 6,000 users and are responsible for ensuring exceptional technical support and service delivery to our associates across all departments. Reporting directly to the Global Lead of Associate Experience, you will lead a team responsible for providing efficient, timely, and effective support to end-users, ensuring optimal productivity and seamless operations within the organization. This resource will oversee the delivery of high-quality technical support services to end-users, ensuring adherence to service level agreements (SLAs) and key performance indicators (KPIs).

Continuously evaluates and improves support processes, workflows, and procedures to enhance efficiency and user satisfaction.

Monitors and analyzes support metrics and trends to identify areas for improvement and implements proactive solutions.

Coordinates the resolution of escalated technical issues and incidents, ensuring timely and effective resolution while minimizing business disruptions.

Establishes protocols and guidelines for handling critical incidents, ensuring swift response and resolution.

Collaborates closely with cross-functional teams, including IT, HR, and Operations, to understand end-user needs and aligns support services accordingly.

Acts as a liaison between the support team and other departments, ensuring effective communication and a customer-centric approach.

Stays up-to-date on emerging technologies and industry trends related to end-user support services.

Drives the adoption of new tools, technologies, and systems to enhance the delivery of support services and streamline operations.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to ~~~ .

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Skills and Requirements

-Bachelor's degree in computer science, information technology, or related field required, with a preference towards a master's degree and/or certification in IT Service Management (ITIL/HDI).

-5+ years of experience within End User Support or IT Service Delivery. In-depth knowledge of ITIL framework and best practices in service management.

• Bilingual in Spanish and English

• Comfortable working with international time zones, flexibility with scheduling

• Expereince with ITSM and specifically within ServiceNow (HAM, SAM, APM)

Previous work in an Azure environment and working with Windows and Mac

Technologies Include: Servicenow(ITSM, ITOM, ITAM, CMDB), Servicenow Portal management). SAM and APM in servicenow(nice to have), Intune, SOTI to manage factory plant devices(RF Devices), Entrust and F5 for firewall(remote security and VDI and VPN) Citrix virtual desktop offering(not a huge mac estate, but some overlap with MAC - MSP). Microsoft, Windows, patching updates, SCCM(patch management and software rollouts), OS upgrades, License management. Office 365, Azure AD

Knowledge of account provisioning. null

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion,sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military oruniformed service member status, or any other status or characteristic protected by applicable laws, regulations, andordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to ~~~.