IT Manager – End User Services

What does this role do?

The IT Manager of End User Services is responsible for our IT service desk operations as well as a desktop support team and is a critical member of the IT leadership team reporting directly to the Vice President of Information Technology. In this role you will solidify a foundation of service and support and will redefine and build out our end-user asset and support lifecycles. You will be the leader of our first line of support for our internal customers and the first leader they see when they need IT support. You will be influential to our internal customers and will work with peers and leadership to transform our ITSM strategy, delivering support and adding value to our business partners. You will be a new leader in the organization and inherit a team of internal staff as we expand and grow our IT team. You will have the ability to additional leverage resources to ensure our systems and applications are well supported and our customers issues resolved in a timely manner. You're also encouraged to help establish and support an agile and DevOps approach to manage our systems, business partners, and changes to our ecosystems through engagement.

The position is based in Canonsburg, PA with up to 25% travel across our various locations. Maxim Crane IT also promotes a hybrid workplace for staff allowing for a flexible work/life balance.

What are the perks?

We are delighted to offer “the usual” and then some! We are proud to offer day one eligibility for medical, dental and vision plans. We also offer paid vacation, paid holidays, paid sick time, paid parental leave, and 401(k) plans with company match made every pay period. Maxim has other great offerings including life insurance, AD&D, flex and health savings accounts, wellness programs, critical illness and accident plans, and short-term and long-term disability, plus employee discounts. Additionally, we provide opportunities to expand your skillset and knowledge base.

Why Maxim?

Our work impacts our local communities, helping transform where people live, work and play. You'll be a part of some of the biggest, most high-profile construction sites across the country and have the opportunity to support our coast-to-coast team across 60 branches in the United States.

Key Responsibilities

• Responsible for assuring users are provided efficient and timely first and second level support on a 24x7 basis.
• Performs staff scheduling to ensure Help Desk coverage during normal business hours and on-call support as required.
• Manages the Help Desk staff including consultation on performance evaluations, promotions, hiring and disciplinary responsibilities.
• Provides staff support for administrative tasks and projects relative to the Desktop and/or end-user device, including Mobile devices.
• Maintain a knowledge base enabling Help Desk staff and support technicians to recover outages with minimal disruption to expected service levels
• Ensures that decisions made to improve the overall customer support of the Help Desk are continually carried through.
• Contributes to departmental productivity and development objectives by leading, facilitating, or participating in training programs.
• Provides leadership by projecting a positive attitude, and providing learning incentives
• Accurately communicates pertinent information. Assists in the development and implementation of quality improvement programs for assigned department(s)
• Solves problems and makes decisions on a daily basis relative to Help Desk responsibilities. Ensures that effective Help Desk representation takes place for the coordination of work processes and projects with other departments and divisions
• Interfaces with users of technology, employing a high degree of tact and diplomacy to promote a positive image of the department. Resolves problem situations in a professional manner. Accurately communicates pertinent information to create a work environment that lends itself to the best interests of departmental personnel and customer service.
• Demonstrated management and decision-making skills concerning Information Systems policies, processes, and procedures, with a proved track record of completing tasks and/or projects within budget and on schedule.

Education/Experience:

• IT Degree (bachelors) and at least 10 years of relevant experience
  or High School diploma and at least 15 years of relevant experience.

Requirements

• Bachelors Degree in Information Technology (IT) or other related scientific/technical degree plus10 years of relevant experience, orHigh School Diploma or equivalent and at least 15 years of relevant experience.
• 2+ years' experience managing an IT team(s).
• 4+ years' experience managing and configuring desktop support systems such as, AutoPilot, Endpoint Manager, SCCM, Intune, etc.
• Strong understanding and experience with ITIL, Scrum and DevOps frameworks and methodologies.
• Proven track record managing change management systems, process, and communications.
• Proven experience managing 3rd party vendors and their IT support facets.
• Able to provide a player-coach approach to management, providing leadership while being hands-on technical leader with a desired for continuous learning.
• Excellent interpersonal communication skills, strong personal integrity, teamwork abilities, and a customer focus.
• Must have excellent spoken and written communication skills.

Maxim is an equal opportunity employer and does not discriminate against employees or applicants for employment based on their race, color, religion, creed, sex, national origin or ancestry, age, sexual orientation, disability, genetic information or veteran status, as those terms are defined under applicable laws, or any other characteristic protected by law.