Manager, End User Services
At Ensono, our Purpose is to be a relentless ally, disrupting the status quo and unleashing our clients to Do Great Things! We enable our clients to achieve key business outcomes that reshape how our world runs. As an expert technology adviser and managed service provider with cross-platform certifications, Ensono empowers our clients to keep up with continuous change and embrace innovation.
We can Do Great Things because we have great Associates. The Ensono Core Values unify our diverse talents and are woven into how we do business. Honesty, reliability, curiosity, collaboration, and passion are the key to achieving our purpose.
About the role and what you'll be doing:
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Accomplish department objectives by managing staff; planning and evaluating department activities.
Key Responsibilities:
- Select and develop staff to ensure all go-live timelines are met and post-live objectives are being met.
- Identify and drive automation opportunities across end user team, with specific focus on Identity Access Management.
- Maintain accurate and thorough documentation of client environments and support procedures.
- Determine appropriate performance expectations and manage across all staff.
- Drive team to achieve all KPI's and associated metrics.
- Direct and execute day-to-day operations including managing escalations associated with client reported incidents, requests & changes.
- Drive customer satisfaction with focus on continuous improvement.
- Establish strong relationships with clients to gain full understanding of expectations and develop partnerships to achieve common goals.
- Actively identify, capture, and communicate operational risks, insights, opportunities, and efficiencies. Develop and execute improvement plans from discoveries.
- Participates in annual budget process, periodic forecasting, and periodic analysis of operations performance.
Required Skills
- 1-2 years' experience in Team Lead, Supervisory or Manager Position within an end user support desk.
- Strong analytical and diagnostic abilities.
- Experience with Identity Access Management (IAM) with strong knowledge of tool set including CyberArk and SailPoint
- Capability to understand and motivate staff to develop skillset.
- Ability to quickly adapt to advancing technologies and processes.
- Strong analytical skills with history of determining root cause to shortfalls and creation of associated action plans.
- Must be able to establish strong relationships and collaborate across internal teams and clients.
- Calm under pressure and able to manage major incidents.
- Previous experience with Microsoft specific to Intune, Office 365, SharePoint, OneDrive & Teams.
- Knowledge of Desktop/Laptop/Thin Client hardware support and coordination with 3rd party hardware vendor.
- Understanding of remote software packaging and distribution
Why Ensono?
Ensono is a place to make better happen - for our clients and for your career. You can do great things through innovation or collaboration, by learning or volunteering, or to promote diversity and inclusion. You can do great things for your own health or for a healthier planet. Whatever it means to you to do great things we want Ensono to be the place you can do it.
We are a client-facing business, but we do encourage clients to allow us to work remotely most of the time so if you are not required to be on client site, you can choose to work from home or in our Ensono offices.
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