Manager, End User Services

at  General Dynamics Ordnance Tactical Systems

Overview:
We are seeking an End User Servcies Manager to join our St. Petersburg IT Team! Our End User Services Manager will oversee our IT Support team, ensuring top-notch service delivery to all users. Responsibilities include managing service desk operations, leading support staff, and implementing best practices. This position ensures that effective support and/or computer-related resources are provided to users when required to meet needs of various departments and/or locations in the company by performing the following duties.

Major Position Responsibilities:

• Supervises all aspects of the organization’s technical help desk.
• Provides mentoring and leadership to the team.
• Develops and optimizes processes to achieve service level requirements and performance goals.
• Establishes policies and procedures that produce high-quality service to internal customers.
• Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
• Reviews key metrics to analyze the help desk performance and identify problem areas.
• Manages resource planning and decision-making.
• Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
• Collaborates with & trains technical teams to ensure accurate ticket categorization and resolution.
• Leads and directs the work of other employees and has responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR & General Managers.

TRAVEL REQUIREMENTS:

• Less than 25% travel likely
  The above statements describe the general nature and level of work only. The statements do not represent an exhaustive list of required responsibilities and skills. Other duties may be added or this job description may be amended at any time. This job description does not alter an employee’s at-will employment status or create an employment agreement or contract, implied or otherwise

IMPACT OF THE ROLE

• Consistent exercise of discretion & judgment
• Supervises the daily activities of support staff or production team members.
• Must have any type of one direct report or more
• Sets priorities for the team to ensure task completion; coordinates work activities with other supervisors
• Problem solving is guided by policies and procedures; receives guidance and oversight from manager.
  Basic Qualifications:

Major Position Responsibilities:

• Supervises all aspects of the organization’s technical help desk.
• Provides mentoring and leadership to the team.
• Develops and optimizes processes to achieve service level requirements and performance goals.
• Establishes policies and procedures that produce high-quality service to internal customers.
• Identifies and implements help desk systems and tools to identify, document, track, and resolve reported problems.
• Reviews key metrics to analyze the help desk performance and identify problem areas.
• Manages resource planning and decision-making.
• Aligns help desk activities, strategies and initiatives to support and enhance the objectives of the organization.
• Collaborates with & trains technical teams to ensure accurate ticket categorization and resolution.
• Leads and directs the work of other employees and has responsibility for personnel actions including hiring, performance management, and termination with concurrence from HR & General Managers