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Associate Manager, IT Support in Weston FL

General information

Location:

Weston - Florida - USA

Function:

Information Technology

Ref #:

20210018447

Description & Requirements

Description

The Manager of IT Support is responsible for corporate end user support. The role is responsible for managing and advancing support of end user service requests and computing issues. The individual leads day to day operations for geographically dispersed teams. Implements operational best practices and continuous improvement programs throughout the IT Support organization. Ensures service levels are met and client satisfaction is achieved. Provides technical expertise for both tactical and strategic initiatives. Ensures IT processes are service oriented and business focused. Provides detail and summary reporting for key metrics in support of decision making. Mentors and develops team members, provides skills enhancement and career growth opportunities.


Primary/Essential Duties and Key Responsibilities:

-Lead teams providing IT service desk and technical end user support
-Monitor for continuous service and process improvement
-Manage, measure and report on key metrics, KPIs, including user satisfaction, average response time, mean time to repair, incident avoidance, call deflection and end user productivity
-Ensure “How To’s” and FAQs are documented and organized in a knowledge repository for user reference
-Promote self-service tools, automation, catalog of services and the knowledge repository as mechanisms to improve service levels, end user satisfaction and productivity
-Perform trend analyses and develop action plans for improving productivity, service responsiveness and cost efficiencies
-Ensure standards are followed; provide evidence for internal and external audits
-Lead direct reports, provide challenging assignments, training and career opportunities
-Manage the implementation of projects to improve the desktop environment; includes new hardware deployments, new software deployments and software upgrades
-Ensure that there is sufficient hardware in stock to meet day-to-day business needs (i.e. laptop refresh, new hires, etc.)
-Ensure that yearly laptop/desktop refresh is completed on-time and within budget

Qualifications

Required Qualifications:

-5+ years leadership experience within IT Operations
-Leadership skills, including the ability to supervise, lead, coach, motivate and work through others to achieve desired results
-Knowledge and experience in project planning, implementation and management
-Experience and knowledge supporting multi-OS platforms (Windows, MAC, Mobile); physical devices and VDIs
-Ability to handle sensitive and confidential information appropriately
-Self-starter with the ability to work independently under minimal supervision
-Must be professional, innovative, assertive and enjoy working with people; critical thinking, creativity, and independent judgment are expected


Preferred Qualifications:

-Strong customer service mindset and knows how to “WOW” people through service excellence
-Demonstrated ability to work on multiple/disparate projects at the same time and stay focused
-Experience managing a call center

Corporate overview

Here at UKG, Our Purpose Is People. UKG combines the strength and innovation of Ultimate Software and Kronos, uniting two award-winning, employee-centered cultures. Our employees are an extraordinary group of talented, energetic, and innovative people who care about more than just work. We strive to create a culture of belonging and an employee experience that empowers our people. UKG has more than 13,000 employees around the globe and is known for its inclusive workplace culture. Ready to be inspired? Learn more at www.ukg.com/careers

EEO Statement

Equal Opportunity Employer

Ultimate Kronos Group is proud to be an equal opportunity employer and is committed to maintaining a diverse and inclusive work environment. All qualified applicants will receive considerations for employment without regard to race, color, religion, sex, age, disability, marital status, familial status, sexual orientation, pregnancy, genetic information, gender identity, gender expression, national origin, ancestry, citizenship status, veteran status, and any other legally protected status under federal, state, or local anti-discrimination laws. 


View The EEO is the Law poster and its supplement. 

View the Pay Transparency Nondiscrimination Provision

UKG participates in E-Verify. View the E-Verify posters here.


Disability Accommodation

For individuals with disabilities that need additional assistance at any point in the application and interview process, please email UKGCareers@ukg.com or please call 1 (978) 250 9800.

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