Manager, End User Support (Austin/Portland)

Manager, End User Support (Austin/Portland)

09 Jun 2024
Texas, Austin, 78716 Austin USA

Manager, End User Support (Austin/Portland)

Vacancy expired!

Power the Possibilities
The CDK Global technology team is looking for collaborative innovators who are passionate about making their mark on emerging enterprise software products. We're building and developing cloud technology for the automotive retail industry
that will change the landscape for automotive dealers, original equipment manufacturers (OEMs) and the customers they serve.

Be Part of Something Bigger
Each year, more than three percent of the U.S. gross domestic product (GDP) is attributed to the auto industry, which flows through our customer, the auto dealer. It's time you joined an evolving marketplace where research and development
investment is measured in the tens of billions. It's time you were a part of something bigger.

We're expanding our workforce - engineers, architects, developers and more - onboarding early adopters who can optimize, pivot and keep pace with ever-evolving development roadmaps and applications.

Join Our Team
Growth potential, flexibility and material impact on the success and quality of a next-gen, enterprise software product make CDK an excellent choice for those who thrive in challenging, fast-paced engineering environments.
The possibilities for impact are endless. We have exceptional opportunities to evolve our industry by driving change through new technology.

If you're ready for high-impact, you're ready for CDK.

Position Summary

The Manager, End User Support oversees the activities and personnel of the Desktop Support Team. This job provides immediate supervision to a unit or group of employees, assigning tasks, checking work at frequent intervals, and maintaining schedules.

POSITION CAN BE BASED IN AUSTIN, TX or PORTLAND, OR

Position Responsibilities & Essential functions

  • Ensure world class service is being provided to the business
  • Provides day-to-day oversight and direction to the End User Support team.
  • Monitors performance of end user support personnel, reviewing response/resolution times, problem logs, and trends in problems reported.
  • Initiates Case Reduction Initiatives
  • Interacts daily with subordinates and/or functional peer groups; interactions normally involve exchanging or presenting information regarding problems, solutions, policies, procedures, and departmental changes.
  • Collaborates with network services, software systems engineering, and/or application development in order to restore service and/or identify problems.
  • Answers questions regarding system procedures, systems' status, and downtime procedures.
  • Provides guidance, direction, and/or assistance to staff on high-priority or challenging projects and assignments.
  • Clearly communicates departmental plans and processes to personnel so staff understands their roles/responsibilities, the purpose of the plan, and why plan adherence is crucial.
  • Provides guidance to subordinates within the latitude of established company policies.
  • Selects, develops, evaluates and trains personnel to ensure the efficient operation of the function.
  • Manages the coordination of the activities of a section or department with responsibility for results, including costs, methods, and staffing.
  • Manages staff across multiple locations


Qualifications & Job Requirements

Bachelor's degree in Computer Science, Information Technology, Information Systems or related degree preferred

Minimum of 7 years of desktop support experience with 3 years in a leadership position

PREFERRED ATTRIBUTES & Qualifications

  • Familiar with ServiceNow
  • Understanding of ITIL
  • Excellent decision Making Skills
  • Ability to communicate effectively
  • Self motivated
  • Desire to learn new technology
  • Leadership skills to develop a highly efficient team
  • Ability to multi-task and prioritize support queues of multiple technicians
  • Active Directory, Microsoft 365, MacOS, Windows 10, VDI


CDK Global knows you have passions outside of work. You have family, friends, sporting events, and lots of things going on. That's why we offer a comprehensive benefits package to not only take care of you but your family as well. All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few.

At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.

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