Manager, User Experience

• Manage a team of Deskside Support technicians, providing guidance and support


• Provide technical support to end-users and resolve hardware, software, and connectivity issues


• Ensure incidents and requests are resolved according to defined SLAs


• Monitor team performance and identify improvement areas


• Drive continuous improvement of support processes, tools, and techniques


• Maintain relationships with end-users, management, and IT teams


• Report on team performance and KPIs


• Ensure team members are trained and equipped to deliver high-quality support


• Develop and maintain support documentation


• Participate in IT strategies and roadmaps


• Serve as IT point of contact and evaluate and recommend new IT assets for the site


• Liaise with and oversee outsourced IT services


• Advise on the budget for the area of responsibility


• Apply global Customer Services standards to the region and participate in the Global Customer Services team

Requirements

• At least 5 years of experience in a similar role with a team of Deskside Support technicians or other IT area technicians


• Strong technical knowledge of desktop hardware, operating systems, and software applications


• Proven track record in delivering high-quality customer service


• Strong leadership skills


• Knowledge of ITIL and IT service management processes is a plus

Core Competencies

Demonstrates strong leadership and technical expertise in managing Deskside Support teams, ensuring high-quality customer service and adherence to ITIL standards. Capable of driving continuous improvement in support processes and maintaining effective communication with stakeholders.

Highest-signal resume keywords

• Deskside Support Management


• Technical Support


• Customer Service Excellence


• ITIL Knowledge


• Team Performance Monitoring

Hard Skills

• Desktop Hardware


• Operating Systems


• Software Applications


• Incident Resolution


• Support Documentation

Soft Skills

• Leadership


• Communication


• Team Training

Industry Keywords

• IT Service Management


• Continuous Improvement


• SLAs


• KPI Reporting


• Outsourced IT Services