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Title

IT Manager, User Services 

Description

 

Position Overview

The Manager of User Services will play a critical role in ensuring IT’s ability to support Proterra’s growth and physical expansion.  This hands-on role will be responsible for all areas of User Services (Service Desk) across multiple locations, along with Project Management and General Department Management responsibilities.

Reporting Structure

This position reports to the Sr. Manager, IT Operations and Infrastructure

Responsibilities

  • Hands-on Support
  • Provide leadership to User Services team while acting as a role model for the principles, philosophies and values of Proterra
  • Contribute to, and implement changes aimed toward a direction of Making Life Easy for End User community
  • Formulate, implement and drive IT practices that optimize reliability, efficiency across physical sites, and positive User Experience.
  • Lead the User Services team through changes required to support company growth (increased volume, expanded menu of services, physical site expansion)
  • Transition reactive IT culture to proactive IT culture by implementing procedure, focusing team members, introducing efficiencies, and being data driven
  • Manages the activities and personnel associated with providing technical services to internal customers by identifying, prioritizing, and confirming resolution of reported problems with desktop, laptop, devices, and networked systems.
  • Ensures that all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.
  • Manage training & communication programs designed to educate an organization’s computer users about basic computer use and specialized applications.
  • Develops, and evaluates personnel to ensure the efficient operation of the function.
  • Manages the activities and personnel of a multi-site User Services function (Service Desk).
  • Ensures the operation is in accordance with the established procedures and practices.
  • Monitors performance of User Services personnel, reviewing response times, problem logs, and trends in problems reported.
  • Publish User Services Metrics
  • Contribute to IT Roadmap & Resource Capacity Plan
  • Ensure training/development plans are created and managed for all direct reports
  • Contributes to definition of, ensures training/communication and compliance to IT Policies, Procedures, and Processes
  • Track maintenance renewals and subscriptions for User Services owned services, hardware, and applications
  • Contribute to and track Budget & Forecast to Actual
  • Meet regularly with team to review status, assignments, issues, and communicate key Corporate or IT messages
  • Coordinate project or sustaining operations interdependencies with IT Applications

Qualifications 

  • Bachelor’s degree with IT/MIS/Computer Science concentration required

  • Minimum 10 years of IT experience required; with prior experience managing all aspects of IT Help Desk/Service Desk/User Services

  • Experience managing a multi-site Service Desk/Help Desk staff

  • Deep knowledge of desktop operations, Windows 7 & 10, Active Directory, Office 365

  • Prior ownership of tertiary equipment such as lab equipment, printers/copiers, & phones

  • Knowledge of mobile device management best practices

  • Understanding of Conference Room A/V systems architecture and support

  • Applied understanding of low friction User Experience

  • Knowledge of single sign-on architectures & multi-factor authentication

  • Working knowledge of ITSM practices, ITIL certification a plus

  • Excellent verbal communication, effective with remote communication

  • Ability to be hands-on in a support capacity while managing staff

  • Ability to handle multiple projects simultaneously

  • Ability to provide On-Call and After-Hours support

  • Ability to travel (5%)

  • Ability to lift up to 50lbs

  • Must be able to successfully pass a pre-employment criminal background check and drug test


     

     

 
Position Requirements  
EOE Statement Proterra is an Equal Employment Opportunity Employer, providing equal employment opportunities to all Employees and applicants for employment without regard to race, color, creed, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic information, veteran status, pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation or any other characteristic protected by applicable federal, state, or local law or ordinance. Proterra participates in the Electronic Employment Verification Program (E-Verify).  

This position is currently not accepting applications.

To search for an open position, please go to http://Proterra.appone.com



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