End User Services Supervisor

Job description

Overview The End User Services Supervisor will oversee the delivery of services from multiple managed service providers for Hardware, COTS Software, peripherals and End User support. Interfacing effectively with EB user community, management, and contracted IT service provider to ensure compliance with organizational policies and procedures. Using End User Services KPIs to make informed business decisions for best business outcomes. The understanding and ability to effectively use ServiceNow and PowerBI are pivotal to success in this role. Working with the endpoint team, procurement, vendors and managed service providers manage the lifecycle of PC hardware through the PC Hardware Asset Management Team. Through the use IT ServiceDesk KPIs (ASA, AAR,MTP), develop, implement support processes to improve ServiceDesk performance and drive user satisfaction higher. Lead a team of End User Service Coordinators that ensure the daily coordination of requested services to be deliver as well as supporting Tech Stop locations. Ensure Tech Stop locations are run efficiently and with a high customer satisfaction through the use of TechStop KPIs, visits, and staff rotation. Lead a team of busines...