Manager, IT End User Services

Stratasys is a world leader in 3D printing!

Stratasys is leading the global shift to additive manufacturing with innovative 3D printing solutions for industries such as aerospace, automotive, consumer products and healthcare. Through smart and connected 3D printers, polymer materials, a software ecosystem, and parts on demand, Stratasys solutions deliver competitive advantages at every stage in the product value chain. The world’s leading organizations turn to Stratasys to transform product design, bring agility to manufacturing and supply chains, and improve patient care.

The Manager, IT End User Services will lead the NA End-User services (Service Desk and Desktop Support) team and be a member of the Global End-User Services team. The IT End-User Services Manager’s primary objective is to ensure Customer satisfaction by rapidly responding and resolving customer tickets that are reported through the ServiceNow ticketing system or calls to the Service Desk. The position requires a hands-on technical leader who is responsible for delivering a world class support experience for our users. The manager is expected to get into the weeds with complex technical issues while thinking about the big picture. Additionally, this manager should have strong interpersonal and leadership skills, as well as, excellent communication skills. 

What you will be doing:

Execute Operations of End-User Customer Services

•        Provide support for all phases of desktop support, including installations, upgrades, software, hardware, operating systems, and operating system configuration issues, are properly coordinated, monitored, tracked, and resolved.

•        Promote continuous improvement of Tier 1 & Tier 2 PC support of End Users

•        Gather and report operational metrics, accomplishments, and priorities for weekly leadership meeting(s).

•        Continue to enhance and implement additional services per ITIL standards.

•        Analyze business requirements of Business Units to determine new their technology needs. 

•        Collaborate with the Infrastructure, Security and Application teams for projects

•        Timely resolution and/or escalation of IT incident tickets to ensure compliance to SLAs.

•        Define and implement processes and procedures for supporting all departments across the organization. 

•        Conduct/Participate in the root-cause analysis for any major incidents.

Oversee Asset Management

•        Manage inventory of End-User Assets and End-User office applications

•        Manages the lifecycle, upgrade of assets per the defined strategy or business needs

•        Enhance and maintain the Technical Support/knowledge base.

•        Manage the IT spend, including contracts and maintenance renewals..

Lead the End-User Services team

•        Develop and lead Service Desk and Desktop team.

•        Set and ensure customer service standards for the team to meet Stratasys service levels

•        Define team goals and lead staff to achieving desired results, and while being accountable for team performance.

•        Maintain staffing needs by recruiting, selecting, orienting, and training employees

•        Develop employees within their roles via coaching, counseling, and disciplining employees for their personal growth.

•        Monitor performance, track progress on the completion of work duties and responsibilities and discuss successes and challenges.

•        Conduct annual performance evaluations for all direct reports.

Must have for this role:

• Four Year Degree in Information Technology and Information systems, Computer Science or Computer Engineering
• 7+ years’ experience in help desk or MIS team with hands-on experience with administration of an IT infrastructure including by not limited to; Windows Service, desktop and laptop support virtualization, security, databases, backups and help desk
• Experience in supporting business processes in an integrated environment, to include remote locations across the region
• Include 4+ years in a supervisor position

Nice to have:

• Knowledge and experience with ServiceNow
• Knowledge of End-User System security
• Supervisor experience in management of remote employees

Travel required: 10%

What​ ​you​ ​will​ ​be​ ​part​ ​of:

• Company Overview - https://www.stratasys.com/en/about-us/history/
• Our Culture and Values - https://www.stratasys.com/en/about-us/culture/
• Our Sustainability “3D Printing a Better Tomorrow” - https://www.stratasys.com/en/about-us/sustainability/
• Our Locations - https://www.stratasys.com/en/contact-us/office-locations/
• Check out our Video - https://www.youtube.com/watch?v=6wmDfmt2bNI

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Stratasys will provide reasonable accommodations for qualified individuals with disabilities. In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification form upon hire.

Stratasys is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to their protected Veteran or disabled status and will not be discriminated against for their race