Vacancy expired!
Software Guidance & Assistance, Inc., (SGA), is searching for an
VP of End User Services & Incident Management for a FULL TIME assignment with one of our premier Healthcare Services clients in New York, NY. Responsibilities :- Hire, manage, mentor and train 8 10 technical support specialists and two managers
- Manage third party technical support provider to provide end user support during weekend and evenings
- Minimize system down time by implementing best in class incident management and response desk. It includes crisis management, triage, escalation, communication, problem resolution, root cause analysis and mitigation
- Optimize desktop support processes to minimize downtime and increase productivity
- Identify, manage and optimize KPI's to measure employee productivity, downtime, mean time to acknowledge, mean time to response, time to resolution, and system availability
- Partner with Cyber Security team to ensure we secure our desktop, laptops, and applications
- Manage inventory (desktop, laptops, monitors, cell phones, and accessories), software licenses for email, virus scanners, desktop productivity tools
- Manage & optimize technical support, incident management workflows, dashboards in ServiceNow
- Manage internal systems, Google Admin, Exchange Online, and office networks
- Plan annual budgets for hardware, software, and people
- Build relationships with peers, customers and cross functional teams
- Provide best in class employee onboarding experience, ensure timely first use setup and onboarding
- Partner with software engineering teams on planning software rollouts, support escalations and problem management
- Provide DevOps (CI/CD) support to engineering teams
- Document procedures and policies to formalize APFM compute policies, and ensure compliance
- Negotiate vendor contracts and manage vendor relationships
- Improve end user productivity by minimizing downtime, and optimal desktop performance
- Secure compute environment
- Effective crisis management to reduce systems downtime, provide transparency and addressing root cause to mitigate potential system issues
- Effective desktop inventory management and budget management
- Best in class reliability of systems, services, and applications
- Improve developer productivity
- Best in class employee onboarding experience
- 10+ years of experience in managing a distributed technical support team
- 5+ years of experience in managing support managers
- Experience in supporting 500+ employees, 200+ people sales team, 50+ call center agents
- Experience in managing by KPI's
- Implementing process workflow's in ServiceNow
- Recruiting and developing talent
- Act as a liaison between cross-functional teams on technical escalations affecting our employees
- Proven ability to create and implement complex, cross-organization programs to drive efficient, innovative operations and contain expenses
- Collaborate with the Product and Engineering teams to resolve complex technical issues, document product bugs and influence our product roadmap
- Undergraduate degree or higher
Vacancy expired!