IT End User Support Manager- Shaw

Job Summary

This Manager plays a critical role in ensuring that all IT assets are properly managed, tracked, and procured, aligning with cl;ent objectives and compliance requirements.

Duties and Responsibilities

• Ensure timely resolution of IT support requests, incidents, and problems, focusing on minimizing downtime and disruptions.
• Monitor and manage Jira ticketing system, ensuring SLAs are met and customer satisfaction is maintained.
• Manage IT’s responsibilities for joiners/movers/leavers processes.
• Analyze support trends to identify and address recurring issues, optimizing processes to prevent future incidents.
• Document and maintain IT support policies, procedures, and standards, ensuring alignment with ITAM and procurement processes.

• Act as the primary point of contact for escalations, major incidents, and high-priority issues.
• Communicate effectively with non-technical users to understand their needs and explain technical solutions and procurement decisions.
• Collaborate with other departments to ensure seamless service delivery and alignment with broader IT and client strategies.

• Ensure that IT support tools and systems are functioning optimally.
• Recommend and implement improvements to IT support, ITAM, systems and processes.
• Stay informed about emerging IT trends, technologies, and best practices related to IT asset management and procurement.

• Manage the delivery and support of end-user computing services, including desktops, laptops, mobile devices, peripherals, printers, unified communications, file storage/sharing/collaboration and meeting room equipment.
• Ensure that all end-user devices are configured, maintained, and supported according to client policies and industry best practices.
• Oversee the deployment of software and hardware upgrades, ensuring minimal disruption to end-users.
• Implement and manage endpoint security measures to protect company data and comply with security policies.
• Work closely with other teams to integrate EUC services with broader IT infrastructure and systems.

• Develop and implement an ITAM strategy to track and manage all IT assets across the organization.
• Oversee the full lifecycle management of IT assets, including acquisition, deployment, maintenance, and retirement.
• Ensure accurate asset tracking and reporting, including inventory management and regular audits.
• Manage software licensing to ensure compliance with vendor agreements and optimize licensing costs.
• Identify opportunities to optimize asset utilization and reduce costs through effective asset management practices.
• Lead the IT procurement process, including identifying needs, selecting vendors and managing purchasing activities.
• Collaborate with stakeholders to define procurement requirements and ensure that all purchases align with client goals and budget constraints.
• Develop and maintain strong relationships with vendor management and suppliers, ensuring the timely delivery of goods and services.
• Manage and evaluate vendor performance to ensure compliance with terms and service level agreements (SLAs).

• Strong leadership and team management abilities.
• Excellent understanding of IT asset management principles and best practices.
• Familiarity with IT support tools, systems, and ticketing software.
• Strong analytical, problem-solving, and decision-making skills.
• Top quality verbal and written communication and interpersonal skills.
• Run multiple complex discreet projects.

• 5+ years of experience in IT support, with 3 to 5 years in a managerial role.
• Proven experience in IT asset management
• Experience with ITAM and procurement tools
• Familiarity with software licensing models, hardware lifecycle management, and IT infrastructure components.
• Bachelor's degree in Information Technology or a related field.

Supervisory Responsibilities:

• Lead, mentor, and manage a team of IT support specialists, ensuring they are equipped to resolve IT-related issues effectively.
• Oversee daily IT support operations, including ticket and task assignments, performance evaluations, and career development.
• Develop and implement training programs to keep the team updated on the latest technologies and best practices.
• Provide strategic input for the head of department.
• Coordinate cross team collaboration and run multiple complex and discrete projects
• Contribute to the creation of and run department level objectives and key results
• Provide support and coverage for department head and other IT leadership as needed.
• Design and lead training programs for IT team and cross departmental teams.