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Senior Director, End User Services

Hoboken, NJ, USA | The Learning House

  • Industry:
    Education (Higher)
  • Position Type:
  • Functions:
    General Management
    Operations / Production
  • Experience:
    7-10 years
    10-12 years
    12-15 years
Job Description:
69 people have viewed this job

The Senior Director - End User Services will be responsible for providing support for the systems, services and tools leveraged by Wiley’s employees. This position will be responsible for Site Support, ServiceDesk, End User Engineering, and End User Services Automation. The successful candidate will be a technically versed resource with excellent customer service skills. The candidate will be required to lead a global team to ensure users around the globe are supported and provided appropriate tools and technology to facilitate the seamless work of our users.  

The Senior Director - End User Services is responsible for maintaining the day-to-day operations of Wiley’s support team. This includes managing all end user issues while maintaining exceptional end user customer experience. The successful candidate will need to be able to provide hands on support for our technologies, as well as being able to effectively manage a global follow the sun team providing 24x7x365 support. The candidate will leverage their years of hands-on technical and managerial experience with various applications, workstations, video, voice and mobile platforms to ensure fast resolution of incidents and requests, minimal end user disruption and downtime, root cause analysis, and service improvements. Additionally, the candidate will draw on project management and IT service management skills to maximize collaboration and productivity of their staff, as well as providing effective support for client and customer events around the globe.  

RESPONSIBILITIES 

Own and manage the end users' systems and support teams globally including Site Support, ServiceDesk, End User Engineering, and End User Services Automation.  

Manage staff of approximately 85 people. Provide mentoring and leadership and drive staff development.  

Drive focus on the end users as customers providing highest level of support and improving customer satisfaction.  

Manage daily support of various end user platforms (PCs, Macs, Mobile, Voice and Video, Applications). 

Drive continuous service improvement to eliminate repeat issues in collaboration with end user operations. 

Support service improvement efforts to reduce incidents, enhance existing support, and improve end user experience. 

Create and maintain Standard Operating Procedures, policies, SLAs, end-user training, technical and end user knowledge base. 

Ensure support coverage for employees when they travel to internal and external locations 

Participate with various stakeholders in maximizing the operational effectiveness of the end user experience, while ensuring service improvements are done to minimize repeat issues 

Participate in budget planning process relative to the specific needs of this user base 

Support an effective scheduling process to ensure appropriate coverage for all locations. 

Provide clear communication to cross-functional agile team leads and program manager, regarding project status, resource requirements, issues, and priorities. Proactively identify risks and issues, prioritize them, and create plans to resolve in a timely manner. 

Collaborate with and support teams in delivering work in a way that builds trust across various team. 

Works cross-functionally to solve problems and implement improvements. 

Report weekly through online status dashboards to provide real-time data on project/team delivery status. 

Build a strong cross-functional team to establish and manage the team's strategy and delivery against roadmap 

Create a collaborative, empowered team's progress toward ownership of customer and team satisfaction, which fosters creativity and innovation 

Other responsibilities include research, development and application of new information system technologies to support the goals of managing and operating the organization. 

Directs the utilization of information system resources and plans, designs, and implements organization wide information systems and technologies for large and/or multiple areas of the organization. 

Ensures the provision of cost-efficient information services and support. Anticipate developments in fields of information technology. Write recommendations for management review of enhancements to existing services and support through ongoing review. 

Keeps current with trends and issues in the IT industry; advises, counsels and educates executives and management on their impact.  

Assesses and proposes the emerging information technologies to be assimilated, integrated, and introduced within the corporation that will significantly impact the enterprise  

Significant experience in deploying large scale technical solutions  

Able to demonstrate a commitment to perform the job duties and responsibilities within established time frames and established metrics. Continuously strive to improve work performance, service and procedures. 

Flexibility: Open to changes in operational procedures, technology and/or organizational structure.  

Problem Solving: Able to formulate plans and strategies to proactively resolve anticipated problems. Judiciously respond to unforeseen problems through careful consideration and analysis of problem and relevant information and circumstances.  

Supervision: *Able to set clear goals and expectations for staff within reasonable timeframes. Motivate staff through constructive feedback, challenging assignments and recognition of achievements. Provide mentorship and guidance by sharing expertise and best practices. Support staff by providing essential resources, professional development opportunities and open communication. 

Drive Service Desk efficiencies and continual process improvement across the End User Services organization. 

QUALIFICATIONS 

REQUIREMENTS 

12 years of work experience with a BS/MS in Computer Science / Computer Engineering, Science or Math, or at least 10 years of experience with an Advanced degree (e.g. Masters/MBA/JD/MD) or at least 8 years of work experience with a PhD 

15+ years previous experience managing globally diverse support teams for a globally diverse organization 

10+ years of experience and very strong understanding of the user workstation environment 

10+ years of experience with multi-OS platforms (Windows, Mac, Mobile) 

10+ years of experience with workstation hardware and peripherals 

Working knowledge of infrastructure components (LAN\WAN\Wi-Fi) 

Extensive background in supporting and managing effective voice\video solutions 

DESIRED SKILLS 

Ability to set goals and objectives, prioritize, and manage situations to satisfactory completion 

Deep level experience with Microsoft products and Microsoft certification preferred 

ITIL, Six Sigma or Agile development experience desired 

Extensive vendor selection, management and negotiation experience 

Extensive customer relationship management experience 

Experience working with vendor senior management 

Advanced experience with Agile methodologies, as well as traditional project management experience; integration projects and user interface projects required OR equivalent education and experience to successfully perform the essential duties of the job. 

Experience with SCRUM and preferably SAFe framework and the Scrum master role as defined in the framework 

Sound analytical and problem-solving skills 

Experience leading, project managers, technical resources assigned to M&A activity  

Experience in managing deliverables via 3rd party vendors in a high profile and/or technically innovative enterprise solution 

Commercial experience managing projects to budgetary constraints and where effective commercial change control has been incorporated 


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