Title:IT - Technical Support Team Manager, End User Computing

Location: Des Moines, IA or Sioux Falls SD

What you can expect in theIT - Technical Support Team Manager position:

We are looking for an experienced, motivated, results-oriented End User Computing (EUC) Manager to join our Sammons Financial Group IT team that is dedicated to providing exceptional outcomes for our employees and partners.

The Technical Support team provides EUC capabilities and support to employees, partners and contractors. The manager will oversee the responsibilities of a team that consists of 12 employees and 2 contractors. The EUC Manager is responsible for achieving high standards for end user computing and working closely with partners to address their needs by delivering superior technology and support. The Technical Support, EUC Manager provides leadership in driving continuous service and process improvements, defining and achieving KPI's and has primary ownership of end user experience in 5 office locations as well as an extensive remote workforce. The individual will be the primary advocate for the team ensuring the career goals and development opportunities are supported through a balanced work/life culture. The manager will be accountable to develop and track an accurate IT-financial budget of approximately $6M.

Responsibilities

• Lead Support for End User technology and applications working with various stakeholders.
• Serve as the teams primary escalation point for issues and urgent concerns.
• Establish, track and achieve team performance KPIs.
• Recruit, mentor and motivate a team of technical support staff to build a high-performance team
• Lead by example in showing a sense of urgency in resolving issues, and ensuring work is done to a high quality level
• Build relationships with various internal teams that Technology Support depends on to get their work done. Take lead in the escalation of high visibility issues
• Support and improve end user documentation and internal KB articles.
• Partner with Architecture/Engineering to implement improvements for automation of common issues and requests
• Plan and manage the end user asset management inventories and process from procurement to disposal.
• Plan and manage budget forecast and track expenditures, work with leadership and develop annual budget.
• Manage initiatives, resources and reporting for end user compute initiatives
• Develop, implement and monitor strategies to efficiently maintain team ticket queue
• Identify process efficiencies to improve service level and improve staff work/life balance
• Establish and support staff development plans and career aspirations.

Required Skills And Experience

• Bachelor's degree in computer science or related, or equivalent experience preferred
• Technical experience working in a Microsoft AD environment and other related technologies.
• Working knowledge of MACs and end point Mgmt, network and workstation technologies
• Familiarity working with a Microsoft 365 environment (preferred)
• Prior experience supporting technology in a multi-site and remote support environment
• Experience using IT Service Management tools like ServiceNow or Ivanti
• Able to manage and prioritize multiple high priority tasks
• Effectively communicate to both technical and non-technical audiences
• Work collaboratively with Architecture, Security and Engineering.
• Familiar with Agile, Kanban and ITIL principles.