Job Description The NA EUC manager is a key leadership role responsible for the operation of Deskside Support, Asset and Desktop management, Event Support and Audio Visual Support for all (non-retail) sites in NA. These services will be delivered by Wipro resources. The Manager will bring a passion for delivering great support, coaching staff to deliver support to the same standards, strive to develop a reliable IT service and improve the organization's existing end user and compliance services. Key Accountabilities/Decision Making & Influence:
Deliver on service commitments and be the escalation point for the delivery of Deskside support for organization’s Non-Retail sites across NA.
Manage both in-house, and possible third-party service providers and consultants in contributing to a positive customer experience and high satisfaction of the IT services delivered.
Understanding of ITIL processes, governance and IT frameworks
Develop, retain and recruit as necessary an exceptional Deskside Support services team building collaboration, partnership, and credibility.
Play a lead role in transitioning new Services into Service Operation, ensuring the Deskside teams’ requirements are clearly defined and delivered.
Be strategically proactive and own the Support team’s Continuous Service Improvement Program leading to an improved customer experience and ensure agreed processes and procedures are followed.
Evaluates performance regularly to ensure a high level of client satisfaction, quality and issue resolution at the earliest possible instance, while ensuring that the team’s key service level agreements and KPIs are achieved. Meet or exceed key SLAs for service, availability and incident management and Service Request while keeping a focus on quality over pure “met the metric delivery”
Knowledge, Skills & Attributes:
Demonstrated ability and passion for the delivery of high-quality support experiences and able to provide guidance and sets best practices for their team.
Demonstrated customer service, interpersonal and leadership skills in communication, both written and verbal at all levels of an organization.
Lead staff in providing on-site break-fix, IMAC, how-to services in IT Salons (Tech bars), Hands and Eyes support.
Guide clients through service issues remotely or by phone when customers are not on-site.
Proven expertise in the management of KPIs and Service Level Agreements in the delivery of End User Services.
Thorough understanding and knowledge of industry best practices.
Demonstrated ability in analyzing statistics or other data to determine staff utilization, and make changes to remediate any area of improvement.
Ability to prioritize and act in high-pressure situations.
Provides resource supervision including but not limited to career development, behavioral management, goal setting, and performance evaluations
Ten or more years of Deskside Support, with at least five years in a management / service delivery leadership role.
Experience in managing change, including implementation of information technology integration projects.
