Job Title: End User Experience Manager
Position Purpose and Objectives:
As the End User Experience Manager (EUX Manager), you will champion our cooperative’s mission and values. Reporting to the Vice President of IT Infrastructure & Operations, you’ll lead our End User Experience (EUX) team in providing technical support and delivering outstanding customer service to employees, contractors, and the Board of Directors.
You will exercise leadership through the day-to-day administration of the IT Service Desk function, the ITSM platform, and the Microsoft 365 and other employee-facing SaaS platforms. This includes assigning work, ensuring task completion, issue resolution, and ticket review and follow-up. You will manage the EUX team, providing direction and coaching to continuously improve processes and performance.
Successful performance is achieved by developing strong relationships with the business units and furthering the goal of empowering employees to effectively use the technologies available. It also requires a high level of organization and a functional knowledge and demonstrated proficiency across a wide breadth of end user computing technologies and SaaS offerings.
Essential Functions and Responsibilities:
Generally, 70% of the responsibilities of the position are spent on managing and enhancing the IT Service Desk function, leading the EUX team, proactive progression of the end user computing environment, and participating in department projects. The remaining 30% is spent on direct support, escalation, and vendor management activities.
•Creates, expands and maintains professional and productive working relationships with peers and stakeholders. Works collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
•Fosters a culture which embraces and adopts technologies through early adopter and pilot programs.
•Builds team comradery. Trains new staff and coaches all team members in methods of troubleshooting, customer service and improving their technical knowledge.
•Interfaces with the end user to thoroughly understand the impact and scope of issues, business process affected and timeline to complete. Uses current tools and procedures for recording and tracking all incidents and requests to completion. Provides users with regular and informative updates until incident/request is resolved.
•Responsible for the advancement and administration of employee-facing SaaS solutions, including Microsoft 365, Zoom, and more. Stays abreast of new feature releases and impactful product changes.
•Assigns tasks to members of the EUX team and ensures a high-quality resolution/completion and ensures IT Service Desk coverage is available during business hours and a few off-hours events each year.
•Administers the day-to-day IT Service Desk function. This encompasses incident management, problem management, escalations, asset management, and solution management.
•Administers the IT Service Management platform, designing and implementing automations, maintaining the service catalog, and delivering value from the tools available.
•Ensures that incident reports are thoroughly triaged, well documented, and routed to the appropriate party.
•Ensures that customers remain well informed of the status of their incident report and addresses any questions or concerns posed.
•Monitors IT Service Desk queues for tickets that require attention or escalation and takes steps necessary to remediate the problem.
•Regularly reviews completed tickets to ensure quality of documentation, communication, and excellent customer service. Provides coaching and mentorship to the EUX team to continuously improve the level of service provided.
•Prepares and reviews IT Service Desk activity reports to monitor trends, keep IT leadership informed, and identify the necessity for future Service Desk function changes.
•Manages and maintains the IT asset inventory, ensuring tracking procures are followed and that information accurately reflects the current actual status of equipment. Monitors stock levels of End User Computing equipment and ensures desired inventory levels are maintained.
•Collaborates with the VP of IT Infrastructure & Operations to continuously plan and execute IT asset refresh strategies.
•Ensures timely, accurate deployment of hardware and software required by end users.
•Develops and maintains an IT solutions library to help provide a consistent, quality, timely, and effective incident & problem resolution. Documents technical configurations of the end user computing environment.
•Collaborates with the Vice President of IT Infrastructure & Operations to develop standards, practices, and procedures for continual improvement in the end user environment and Service Desk function. Ensures that the EUX team follows and complies with the preceding.
•Coordinates with third-party support vendors for incident resolution, changes, hardware repair, or application installation/support.
•Performs user account management functions in Microsoft Active Directory, Microsoft Entra ID/Microsoft 365, and various SaaS solutions.
•Performs user and resource mailbox maintenance in Microsoft Exchange Online.
•Performs day-to-day administration of Microsoft Teams.
•Proactively monitors a variety of information sources to stay abreast of new and upcoming features in the Microsoft 365 environment. Works with the End User Computing team to selectively enable, disable, and promote new features.
•Manages the execution and enhancement of user onboarding and offboarding processes.
•Establishes communications templates and consistent methods to be used for IT alerts, notifications of maintenance, information dissemination, and ensures that all individuals in the IT department have awareness of these templates, and access to using them. Typically communicates on behalf of the IT department for these matters.
•Leads the EUX team in delivering technical support to the United Power Board of Directors and coordinates and accommodates Executive support needs.
•Manages corporate mobile device data plans, ensuring that maximum value is achieved by aligning plan configurations and device usage patterns.
•Participates on project teams.
•Ensures compliance of hardware/software with organizational standards/policies and security standards.
•Provides 24/7 technical support as needed for critical technical issues as part of a rotating team schedule.
•Accepts accountability for all areas of responsibility.
•Performs other such duties as may be requested or assigned to fulfill the needs of United Power in the interest of good management practice.
Required Knowledge, Skills and Abilities:
•Demonstrated aptitude for learning new technologies, with curiosity and ability to formulate questions when identifying and evaluating solutions or researching problems.
•Extremely high level of customer service ethic.
•Ability to work both independently and collaboratively, and as a member of a team.
•Possess exceptional communication skills, both written and verbal. Ability to determine the technical skill level of the information recipient, and to formulate and tailor communications accordingly.
•Ability to work collaboratively with colleagues and fosters a spirit of cooperation in the workplace.
•Ability to organize and drive own daily activities based on both broad and specific directives, processes and procedures, with ability to meet multiple deadlines, and effectively handle multiple tasks.
•Demonstrated knowledge of cybersecurity best practices. Progressively increases knowledge in the realm of cyber security - specifically in understanding the SANS critical controls, and NIST framework.
•Demonstrated knowledge in Windows 10/11, Microsoft Office, Apple iOS, patching/imaging solutions, desktop/laptop hardware, printers/peripherals.
•Demonstrated knowledge of Active Directory, TCP/IP networking, VPNs, wireless solutions, mobile device management systems, and workstation security products.
•Demonstrated aptitude for learning new technologies.
•Ability to guide others in setting goals that are aligned with organizational goals, policies and practices.
•Ability to create, expand, and maintain relationships with peers and stakeholders. Ability to professionally resolve conflict.
•Familiarity with the ITIL framework.
•Ability to drive a vehicle between office locations.
Supervision Received and Exercised:
Receives both general and specific, guidance and direction from the Vice President of IT Infrastructure & Operations, CIO, or IT project managers.
Supervises, coaches, develops, and manages performance of EUX team members.
Education, Training and Experience:
Equivalent to graduation from a four-year college or university with major coursework in computer science, information systems or a closely related field. Equivalency may be demonstrated through a combination of training and progressively responsible experience that resulted in the required specialized knowledge and abilities to perform the assigned work in lieu of a degree.
AND six (6) years of experience in an end user technical support position with recent/current versions of Microsoft Windows operating systems, Apple iOS devices, mobile device management systems and Microsoft 365.
AND three (3) years of experience leading or supervising staff.
Relevant advanced technical certifications, current training, actual work experience that is consistent with the job classifications and progression. Demonstrated experience as the technical lead for routine/small technical projects preferred.
Problem Solving:
•Exhibits a high level of critical thinking, seeking to understand multiple aspects of complex problems.
•Exhibits a curiosity and desire to understand the underlying cause of technical problems.
•Exercises creative thought in proposing potential solutions to identified problems.
•Collaborates with others to solve more complex problems.
•Diagnoses and resolves most common or routine technical problems independently using defined standards and procedures. Increases the frequency of solving moderately complex problems independently. Participates in root cause analysis.
•Possesses a high level of emotional intelligence.
Discretion/Latitude:
Works under minimal supervision, independently and as a leader of the EUX team, based on general and specific direction, Service Desk cases, project task assignments, department’s priorities. Day-to-day work is self-initiated and self-directed based on priorities established by Vice President of IT Infrastructure & Operations, Chief Information Officer, or IT Project Managers.
Follows defined procedures for incidents, requests, and changes. Escalates or communicates unresolved or highly visible issues to appropriate management within any defined procedures.
Impact:
It is essential that the end user’s experience with the technology environment be positive and productive. This position has contact with all employees during the course of providing end user support, and thus often represents the Information Services Department to the organization and Board of Directors.
Liaison:
Works with all employees and external vendors.
Essential Physical & Mental Requirements:
•Majority of time requires sitting, bending at neck, waist, legs, and arms; twisting body; and changing positions at will. Occasional driving, standing, walking, stooping, bending, kneeling, reaching and stooping.
•Lift and carry five to forty (5-40 lbs.) pounds frequently and push/pull up to one hundred (100 lbs.) pounds occasionally.
•Requires repetitive motions with hands and fingers such as keyboarding, use of telephones, cell phones, etc.
•Requires close vision, distance vision, color vision, peripheral vision, depth perception and the ability to focus.
•Noise level in work environment is moderate. Work requires close attention to detail and accuracy and is varied in nature with regular interruptions.
•Work is subject to irregular hours.
Working Conditions:
This is a hybrid position, eligible to work remotely subject to the United Power hybrid work agreement. The incumbent will be required to work on-site regularly and must be able to report to any United Power location with little notice, depending on business needs and projects. Generally, an office setting can be expected ninety-five percent (95%) of the time. Five percent (5%) of the time may need to work in a support role while outdoors, in a warehouse or maintenance environment (dust, uneven surfaces and all types of weather and temperature variations).
Typical Hiring Range:
Grade 19: $97,700 - $112,245; with a grade maximum of $126,790.
In addition to a competitive salary, we offer a generous benefits package that includes an employee retirement plan, 401K with match, paid holidays, vacation & sick leave, medical, dental, vision, short-term disability, long-term disability, and life insurance. For a full list of benefits, please visit our careers page at https://www.unitedpower.com/careers.
We are interested in every qualified candidate who is eligible to work in the United States. However, this position is not eligible for visa sponsorship.
We are an Equal Opportunity Employer
Not to discriminate on the basis of Race/Color/Creed/Religion/Sex(including Gender Identity, Pregnancy, Sexual Orientation)/Marital Status/ Age (40 or older)/National Origin /Veteran or Military Status/Disability/Medical Condition/ Unemployment Status or any other characteristics prohibited by Federal, State and/or local laws.
Job Type: Full-time
Pay: $97,700.00 - $112,245.00 per year
Benefits:
•Employee assistance program
•Flexible spending account
•Professional development assistance
Schedule:
Application Question(s):
•Will you require employer sponsorship of employment visa now or in the future?
Experience:
•end user technical support: 6 years (Preferred)
Work Location: Hybrid remote in Brighton, CO 80603
Brighton, CO
Full-time
$97,700-$112,245
