End User Services Manager

Position Summary

General Atlantic is looking to hire an End User Services Manager to consolidate and lead the global IT End User Services function that includes the service desk team, desktop engineering, enterprise application administration, and telephony among other user-focused technology. This position will report to the Vice President, Head of Infrastructure and will be based in New York City.

Responsibilities 

• Manage a global team of engineers focused on end user technology along with service desk professionals who field high service level expectations while ensuring consistent support across all global locations
• Foster a high-performing team by setting clear performance objectives and conducting regular performance reviews
• Manage budgets, asset inventory, vendors, and other partners
• Collaborate with internal business units including Procurement, Facilities, IT Security, IT Infrastructure, and more as appropriate
• Manage full user lifecycle including onboarding, equipment provisioning, enterprise applications, user deprovisioning, and equipment retrieval and sanitizing, including:
  • Desktops/laptops
  • iOS devices
  • Application packaging and distribution processes
  • Enterprise printing services
  • ITSM Tools
• Oversee the daily operations of the global IT service desk, ensuring timely and proactive resolution of IT support requests
  • Executive support services
  • Manage incidents between firm and SaaS desks
  • Coordination with family office support services
  • Manage third party helpdesk providers globally
• Oversee the end user engineering function including:
  • Enterprise applications administration such as Box, Slack, Zoom
  • OS upgrades, application packaging, OS and application patching
  • Telephony, conference room equipment, and other collaboration technology
  • Remote access including VDI, enterprise browser, and mobile device engineering
• Implement and maintain ITIL best practices and service management frameworks to improve service quality and efficiency
• Develop and monitor key performance indicators (KPIs) to assess and enhance team performance
• Ensure a high level of customer satisfaction by maintaining service excellence and serve as a point of escalation for the most critical issues
• Stay on top of the latest developments in desktop hardware, software, and services provided by vendors, and recommends upgrades and alternatives to more effectively meet business need
• Collect feedback from end-users to improve service delivery and user experience
• Identify and drive initiatives for process improvements to streamline operations, increase productivity, and enhance service levels
• Prepare and present regular reports on service desk performance, end user technology trends, and areas for improvement to senior management
• Manage both incident and problem management processes, ensuring root cause analysis and effective resolution

Qualifications 

• Bachelor’s degree required
• 10+ years of work experience in a related role; previous experience at a global organization a plus
• Seasoned people manager with track record of building and cultivating high-performing global teams
• A proven manager and team leader who is detail-oriented, organized, and strategic-thinking, with the ability to delegate and collaboratively resolve issues
• Client-focused mindset with ability to interact confidently with colleagues at all levels within the organization and with varying degrees of technology competency
• Experience and competency with Microsoft Windows and Office applications, iOS, Video Conferencing, Office365, Azure, FreshService, Mobile Device Management, software application packaging, and remote support experience a plus
• Ability to work in a fast-paced environment and retain professionalism and accuracy
• Strong attention to detail with the ability to be proactive, solve problems, think ahead, and multi-task daily
• A strong work ethic and ‘can do’ attitude: motivated, flexible nature, team-player spirit, ability to maintain composure at all times
• Strong comfort and experience liaising with internal and external contacts at all levels
• Excellent written and oral communication

General Atlantic offers a robust reward program to all employees that will support you and your family, maintaining fulfilling, secure and healthy lives now and into the future, which includes but is not limited to medical insurance, retirement savings contributions, mental and physical health resources and an equal pay program that allows you to earn a base salary of $140,000-180,000 USD of which the exact amount offered will be driven by the degree to which you meet role requirements, additional special skills and experience. Additional reward programs, such as annual discretionary bonuses and long-term incentive programs, are available for eligible employees and are offered as recognition for performance and one’s contributions towards the organization’s success.