Senior Manager, IT End User Services/Support

Why Lytx:

Are you a dynamic and experienced leader of IT, End User Support/Services? Do you enjoying leading all aspects of high-quality end-user services, ensuring optimal technology support, developing and implementing strategies to improve digital experiences for employees, and ensuring a productive hybrid work environment? If so, please read on! We have an opportunity for Senior Manager to lead our IT support/service team. The ideal candidate will possess a proven background in digital technology, end-user technologies, employee engagement, organizational change, leadership skills, and a passion for driving innovation!

What you'll get to do:

• Digital Employee Experience Strategy: Develop and implement a comprehensive strategy that aligns with the organization's goals and values. Collaborate with multi-functional teams to identify and prioritize digital initiatives aimed at improving employee experience and productivity.
• Technology Integration: Evaluate and implement innovative digital tools, platforms, and applications to improve the overall employee experience. Lead the integration of digital technologies into existing workflows, ensuring a user-friendly and efficient experience for all employees.
• Employee Engagement: Design and implement initiatives to boost employee engagement through digital channels. Leverage feedback mechanisms and analytics to assess and improve the impact of solutions on employee satisfaction and experiences.
• End User Technology Strategy: Develop a strategy for end-user technology, encompassing hardware, software, and support services. Stay ahead of industry trends to recommend solutions.
• Service Delivery Management. Lead the end-to-end delivery of timely and efficient resolution of technology-related issues. Lead service level agreements (SLAs) to meet the needs of the organization while maintaining high customer satisfaction.
• Vendor Management: Collaborate with vendors to ensure the effective delivery of outsourced end-user services. Negotiate contracts, maintain relationships, and ensure vendors meet agreed-upon service levels.
• Implement organizational change plans to facilitate the smooth adoption of technologies across the organization. Deliver training and support to employees to ensure effective utilization of new digital tools and platforms.
• Data Analytics: Apply analytics to measure the success of initiatives. Generate insights and reports to guide decision-making and identify areas for improvement.
• Security and Compliance: Collaborate with security teams to ensure end-user services adhere to security policies and compliance requirements. Implement and enforce standard methodologies for data protection and user authentication.
• Collaboration and Communication: Foster collaboration between IT, HR, and other relevant departments to ensure flawless integration of solutions. Implement communication strategies to keep employees advised about digital initiatives, updates.
• Team Leadership: Lead a team of IT support and service professionals, providing guidance, mentorship, and encouraging a collaborative work environment. Establish performance metrics and conduct regular performance evaluations for the team.
• Continuous Improvement: Implement a continuous improvement framework to enhance the efficiency and effectiveness of end-user services. Solicit user feedback and use data analytics to find opportunities.

What you'll need:

• Bachelor's degree in a relevant field; Master's degree preferred or equivalent experience.
• 10+ years in end-user service management and IT end user services, with a focus on improving customer experiences.
• 7+ years demonstrable experience in a leadership role.
• Proven technical background with a deep understanding of end-user technologies and support processes, digital technologies, collaboration tools, and employee engagement platforms.
• Excellent project management and organizational skills.
• Exceptional communication and interpersonal skills.
• Ability to lead and influence multi-functional teams.
• Project management certification is a plus.

Benefits:

• Medical, dental and vision insurance
• Health Savings Account
• Flexible Spending Accounts
• Telehealth
• 401(k) and 401(k) match
• Life and AD&D insurance
• Short-Term and Long-Term Disability
• FTO or PTO
• Employee Well-Being program
• 11 paid holidays plus 1 inclusive holiday per year
• Volunteer Time Off
• Employee Referral program
• Education Reimbursement Program
• Employee Recognition and Appreciation program
• Additional perk and voluntary benefit programs

Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This position is also eligible for an incentive compensation plan. The expected hiring salary for this position is:
$155,250.00 - $195,750.00

Innovation Lives Here

You go all in no matter what you do, and so do we. At Lytx, we're powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that's what we do. Join our diverse team of hungry, humble and capable people united to make a difference.

Together, we help save lives on our roadways.

Find out how good it feels to be a part of an inclusive, collaborative team. We're committed to delivering an environment where everyone feels valued, included and supported to do their best work and share their voices.

Lytx, Inc. is proud to be an equal opportunity/affirmative action employer and maintains a drug-free workplace. We're committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.