Manager IT
BMC Software
7d ago

Position Description : The position is responsible for ensuring the quality and customer satisfaction of IT End User services.

S / he will manage subordinate leads and technicians to coordinate the activities of the groups, to ensure service levels are continuously improved and customer service is outstanding.

S / he will work as a member of the larger IT Management team to deliver a coordinated service offering to the stakeholders of BMC.

This position reports to the Director of Support Services. Primary Roles and Responsibilitie s :

  • Oversee all work processes of the IT End User services to provide proactive end user support services, delivered in a manner that leaves the customers of BMC delighted
  • Design and implement data capture and reporting systems in support of measuring the performance of End User support and its continuous improvement, including : oVarious operational metrics, including aging tickets across all IT departmentsoChange Management weekly statistics oRoot cause analysis of systemic issuesoRecommendations for improvement
  • Use tools, templates and checklists to proscribe best-practice processes in ticket management, issue resolution and customer service and evolve them as needed to reflect their continuous improvement and to speed the onboarding of new staffoManage the team to guarantee adherence to these processesoAchieve customer service objectives by implementing quality and customer-
  • service standards; resolving problems; completing audits; identifying support trends; determining improvements and implementing change oImproves customer service quality results by studying, evaluating, and re-

    designing processes; establishing and communicating service metrics; monitoring and analyzing results; implementing changes oHandle complex and escalated customer service issues

  • Manage staff schedules to ensure there is always adequate coverage and create vendor relationships in support
  • Manage and support SOX compliance activities for all end user processes specifically to on-boarding and off-boarding of staff and access management
  • Proactively communicate with the customers and establish the role as an effective agent between and for IT.oBuild and maintain customer relationships to guarantee full understanding of user needs to provide effective support and servicesoBe an effective representative for these groups when dealing with the customer
  • Effectively manage the inventory of all corporate purchased or leased hardware and related peripherals (including desktops, laptops, copiers, printers, fax machines, PDAs, telephones, cell phones, etc.
  • and software assets, including : oPhysical movement of assetsoChanges in custody (i.e. new or departing employees)oRetirement, trade in or other dispositionoPeriodically perform physical inventories to verify location and existence of assetsoReporting inventory shrink, disposition and other inventory transactions to corporate accountingoEstablishing, maintaining and enforcing policies and procedures designed to ensure compliance with vendor software licensing requirements Qualifications : oProcess certifications : ITILoFluency in Communication and Situation Handling.

    oSound technical knowledge in areas of latest Audio Video Equipments.oSound technical knowledge in areas of Imaging and Patching for Desktops and laptops.

    oSOX compliance knowledge*LI-BL1 It is the policy of BMC Software to afford equal opportunity for employment to all individuals regardless of race, color, age, national origin, physical or mental disability, history of disability, ancestry, citizenship status, political affiliation, religion, gender, transgender, gender identity, gender expression, marital status, status as a parent, sexual orientation, veteran status, genetic information or other factors prohibited by law, and to prohibit harassment or retaliation based on any of these factors.

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