IT Manager - End User Services

The IT Manager of End User Services provides technical expertise, leadership, and support of the daily activities of the end user services teams, which provide Tier I, II, and Tier III support for internal customer questions, incidents, and service requests received. Working with other IT support teams around the country, the End User Services IT Manager establishes and refines the processes, techniques, tools, and methods used by the Help Desk to provide exceptional support and services to our customers. As a part of Tyler's corporate staff, you will make an impact on outcomes that affect various areas of the company. Your work will ultimately support our team members, clients, stakeholders, and the public sector.

• Provide daily support and guidance to the End User Services team, including scheduling, performance improvement, evaluation input, goal setting and technical mentoring.
• Oversee the new hire and termination process.
• Ensure that all employee requests are being responded to and that all end points and peripherals are maintained at the highest level.
• Hold staff accountable to SLA's and project goals.
• Establish and maintain solid working relationships with peer departments and vendors to ensure the End User Services team is able to meet SLA's.
• Develop and implement annual department goals and strategies, addressing department needs and comparing operations to industry best practices (e.g. ITIL, HDI, etc.).
• Lead and participate in IT project related tasks.
• Create and maintain knowledge base system.
• Monitor and report on relevant Help Desk metrics and service levels.

• The End User Services Manager must be able to:
  • Manage employees remotely as well as in person.
  • Effectively facilitate team meetings.
  • Manage personnel issues fairly and swiftly.
  • Keep team well-informed of changes within the organization.
  • Effectively communicate relevant IT-related information to superiors.
  • Deliver engaging, informative, well-organized presentations to superiors.
  • Initiate and implement improvements in all areas of IT responsibility.
  • Serve as main point-of-contact on all End User Services matters.
  • Respond/act on upper-management direction.
  • Identify and provide standards for gathering information for use in trend analysis and report information to company management.