Job title: Manager, End User Computing
Company: Post Consumer Brands
Job description: Job Description:Business Unit OverviewHeadquartered in Lakeville, Minn., Post Consumer Brands, a business unit of Post Holdings, Inc., is dedicated to providing people and their pets with delicious food choices for every taste and budget. The company’s portfolio includes beloved brands such as Honey Bunches of Oats®, PEBBLES®, Grape-Nuts® and Malt-O-Meal® cereal, and Peter Pan® peanut butter, as well as Rachael Ray® Nutrish®, Kibbles ‘n Bits® and 9Lives® dog and cat food. As a company committed to high standards of quality and to our values, we are driven by one idea: To make lives better by making delicious food accessible for all. For more information about our brands, visit www.postconsumerbrands.com and follow us on LinkedIn for the latest news.
BrandPost Consumer Brands recently acquired several iconic pet food brands, venturing into a new market while remaining true to our purpose to provide delicious and accessible food that our consumers love. We’re always searching the center store for the next exciting product to add to our portfolio, and right now, we’re growing and need passionate, driven individuals with diverse perspectives to help us reach greater heights. That’s where you come in. Join a team where your voice is not only heard but valued. Make a real impact on brands enjoyed by millions of people and their pets.At Post Consumer Brands, we take pride in our longstanding legacy of making one of every five breakfast cereals families eat daily. Today, we’re just as focused on our future as we expand our grocery business with different shelf-stable foods, including snacks and peanut butter. We are committed to providing accessible and delicious food for families, and we’re always searching the center store for the next exciting product to add to our portfolio. As we soar to new heights, we need creative, determined individuals from all walks of life to join our team, where your unique perspective and ideas are acknowledged and valued. Be a part of a company that empowers you to make a difference that’s evident on grocery store shelves and families’ tables across North America.
Location DescriptionPost Consumer Brands corporate headquarters in Lakeville, Minn. is about 20 miles south of Minneapolis and St. Paul, Lakeville has all the benefits of smaller town living with access to everything a large metropolitan area has to offer. Join more than 400 team members collaborating on the two-building campus to help put breakfast on the tables of millions of consumers in North America.
ResponsibilitiesThe Manager, IT End User Computing Corporate is a key leadership role responsible for overseeing and optimizing various IT functions to ensure seamless and efficient technology services within the organization. This role involves managing an outsourced 24×7 help desk, leading daily operations for conference room audio/video devices, standardizing PC/Laptop images, and implementing strategic approaches to end user device patching. The ideal candidate will possess strong leadership skills, a strategic mindset, and a commitment to continuous improvement in IT operations. This role requires collaboration with various departments to ensure technology services align with organizational goals and deliver exceptional user experiences.Key Responsibilities:Leadership and Team Management:
- Manage, mentor, and develop a team of internal support technicians and end-user support specialists.
- Lead the relationship and performance management of the outsourced managed service provider, ensuring SLAs are met and escalations are handled efficiently.
- Collaborate with the managed service provider to maintain consistent processes, customer satisfaction, and continuous service improvements.
- Set performance goals, conduct evaluations, and provide feedback to both internal staff and the service provider.
End-User Computing Strategy:
- Develop and implement the corporate end-user computing strategy, ensuring alignment with business goals and technology initiatives.
- Oversee the standardization and management of hardware and software platforms across the organization (laptops, desktops, mobile devices).
- Stay current with technology trends and recommend innovative solutions to improve end-user experience and operational efficiency.
Managing the Outsourced Helpdesk Service:
- Monitor and manage the outsourced service desk to ensure timely issue resolution and adherence to SLAs.
- Collaborate with the vendor to resolve escalated tickets and maintain high customer satisfaction levels.
- Conduct regular performance reviews with the service provider, providing feedback and identifying areas for improvement.
- Ensure alignment between the outsourced helpdesk and internal IT processes, including escalation paths, incident tracking, and reporting.
Audio-Visual Equipment and Conference Room Support:
- Lead daily operations to ensure conference room audio/video devices are ready for use, with a strategic focus on standardizing and improving ease of use for all employees.
- Ensure smooth operation of video conferencing tools (e.g., Microsoft Teams) and provide proactive monitoring and troubleshooting.
- Coordinate with internal teams and service providers to ensure meeting rooms are ready and functioning.
- Provide support for AV devices at all remote locations, ensuring consistency and reliability.
Remote Workforce Support:
- Develop and implement support strategies for remote employees, ensuring they have the tools, access, and resources to stay productive.
- Coordinate with the managed service provider to resolve remote support issues quickly and efficiently.
- Ensure secure remote access and VPN support in collaboration with infrastructure and security teams.
Operational and Hands-On Support:
- Serve as a working manager, actively participating in helpdesk operations by taking tickets and troubleshooting issues when needed.
- Track key performance indicators (KPIs) such as ticket volume, resolution times, and customer satisfaction.
- Identify recurring issues and implement proactive solutions to reduce future incidents.
- Oversee inventory management for IT assets, ensuring timely replacements and upgrades.
Customer Service and Stakeholder Collaboration:
- Foster a customer-focused culture within both the internal helpdesk team and the managed service provider.
- Develop strong relationships with internal departments and business units to ensure IT services meet evolving needs.
- Gather feedback from users and stakeholders to continuously improve service delivery.
Process Improvement and Collaboration:
- Strategic Device Patching: Develop and implement a strategic approach to patching end-user devices, with the goal of reducing the Nessus Critical Risk Score and enhancing overall security posture.
- Work closely with infrastructure, security, and application teams to align support services with broader IT initiatives.
- Identify and implement process improvements to streamline support workflows, reduce resolution times, and enhance user experience.
- Ensure that helpdesk processes align with ITIL standards and best practices.
Qualifications
- Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent experience).
- 10+ years of experience in IT support or service management, with at least 5 years in a leadership role.
- 2+ years supporting C-suite level executives down
- Strong experience with end-user computing technologies (Windows, macOS, mobile devices, and collaboration tools such as Microsoft 365).
- Experience managing outsourced helpdesk services or working with managed service providers.
- Experience supporting VDI (Virtual Desktop Infrastructure) or mobile device management platforms.
- May need to move light equipment or supplies from one place to another – ability to lift 25 pounds.
- Work activity is in an office, open-partitioned, cubicle environment
- Familiarity with ticketing systems (e.g., ServiceNow, RemedyForce, Jira) and ITSM best practices.
- Strong problem-solving and troubleshooting skills, with the ability to resolve escalated issues effectively.
- Excellent communication and interpersonal skills, with a focus on customer service.
- Experience with audio-visual systems and conferencing tools (e.g., Teams Rooms).
Preferred Qualifications:
- ITIL certification or familiarity with ITIL processes.
- Familiarity with managing hybrid work environments and remote workforce needs.
What We Offer:
- Competitive salary and comprehensive benefits package.
- Opportunities for career growth and professional development.
- A collaborative and dynamic work environment.
- The chance to make a meaningful impact by improving IT services and end-user experiences across the organization.
Expected salary:
Location: Lakeville, MN
Job date: Sat, 16 Nov 2024 06:02:47 GMT
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