End User Computing Services Lead

Job title: End User Computing Services Lead

Company:

Job description: Overview:Every moment of every day, people all over the world turn to Panasonic to make their lives simpler, more enjoyable, more productive and more secure. Since our founding almost a century ago, we’ve been committed to improving peoples’ lives and making the world a better place–one customer, one business, one innovative leap at a time. Come join our journey! Responsibilities:Panasonic End User Computing Services Leadabout how Panasonic is creating a better life, a better world.
to see how our employees are shaping the technologies that move us.What You’ll Get To Do:We are looking for an End User Computing Services Lead to become a part of our dynamic IT team who will play a vital role in overseeing the delivery of end user computing services within our organization. This role ensures that end user computing service delivery processes are efficient, meet customer expectations, and align with business goals

• Oversee the planning, implementation, and tracking of end user service computing projects and initiatives, work closely with architecture team in building and implementing EUS roadmap.
• Oversee the end user computing service delivery team, drive automation and transformation, maintain EUS SLAs , Improve EUS KPI’s, Drive WSRs’ MSRs with assigned customers.
• Develop and maintain strong customer relationships to understand their needs and ensure end user computing service delivery aligns with their business objectives.
• Act as an escalation point for critical end user computing issues and formulate remediation plans.
• Implement and manage end user computing service delivery processes, technical documentation, and guidelines to ensure consistent quality and efficiency.
• Analyze performance data to identify opportunities for improvement and implement strategies to enhance end user computing service delivery outcomes.
• Ensure all End User Computing services comply with relevant regulations and standards for ISO27001
• Continuous Training and Development in End User Computing technologies and methodologies
• Drive Cost efficiency (Cost reduction and Cost Avoidance) within EUS delivery.

Scope

• The position has no budget responsibilities but is expected to be as efficient as possible.
• Position reports to PEXNA IT End User Service Delivery Management and with no direct reports.

Qualifications:What You’ll Bring:Education and Experience

• 4-Year Degree in Computer Science (or related curriculum) preferred or 5 plus years of relevant work experience in multiple technologies and end-user support functions which includes but is not limited to the following:
• Desktop Engineering: Windows and Apple based Laptops/workstations/tablets/phones, Azure Active Directory, Microsoft (Autopilot, Intune, O365 Suite, MECM, ServiceNow, JAMF, ITIL, etc)

Leadership and Accountability

• The ability to work independently with minimal supervision is essential. The candidate must take full ownership of end-user computing activities throughout their entire lifecycle and provide consistent status updates to management and stakeholders. Must ensure a high-quality end user computing experience.

Problem-Solving

• A strong ability to efficiently and effectively analyze and resolve complex end-user computing issues while ensuring high levels of customer satisfaction is a priority.

Communication and Cross-Functional Collaboration

• Must possess strong communication skills across cross functional teams and various stakeholders required:
• Must possess the ability to easily communicate with all levels of management and technical resources.
• Ability to communicate and collaborate with onshore, offshore, and nearshore resources (US, India, and Mexico).

Other Requirements

• May require 5 percent travel.
• Position is required to work hybrid (currently 2 days per week) in the Newark, New Jersey office.
• Proven experience with troubleshooting End User Computing complex technical issues.
• Previous experience with leading an end-user technology project.
• Experience with providing direction to junior engineers when required.
• Experience with workplace digital transformation to enhance or transform the end-user experience.
• Strong ITIL foundational knowledge: ITSM management (Change, Incident, Request, Problem)
• Establish and maintain a roadmap for IT end user computing to improve customer experience.
• Must possess the ability to mentor junior desktop support staff and work independently.
• Communication and Collaboration with peers in business units outside of PEXNA
• Support of new technology evaluations and collaboration with external vendors
• Develops new standards and procedures for existing or new business cases.

Technology Requirements

• Hardware: Laptop/Desktop/Mobile/Tablet/Printers/Peripherals
• Network: TCP/IP Protocols and basic networking knowledge
• Best Practices: Laptop/Desktop/mobile security
• End User Device Security Technology – Trend, Cyberark, Okta Verify
• Operating Systems: Windows and Mac OS on end-user devices
• End User Software: Microsoft Office 365 Product Suite, Power BI
• Domain Network: Active Directory/Entra ID
• End User Device Management tools: JAMF, Intune, MECM
• Service Delivery Tools: ServiceNow (Virtual Agent, ITSM, Knowledge Base, ITBM)
• Network Tools – Zscaler
• Preferred Certifications: ITIL4, Lean Six Sigma, A+, Network+, PMP

Benefits & Perks – What’s In It For You:Panasonic prioritizes total wellbeing. We offer a wide variety of benefits and programs to support your physical, emotional, financial, social, and environmental health. ​

• Competitive compensation package
• Comprehensive benefits
• Pet Insurance
• Paid Parental Care Leave
• Employee Referral Program
• Educational Assistance
• Flexible Work Program
• Volunteer time Off
• Casual Dress Code
• Total Well Being Program

We Take Opportunity Seriously:At Panasonic, we are committed to a workplace that genuinely fosters inclusion and belonging. Fairness and Honesty have been part of our core values for more than 100 years and we are proud of our diverse culture as an equal opportunity employer.The wage range of $80,000 – $90,000 is just one component of Panasonic’s total package. Actual compensation varies depending on the individual’s knowledge, skills, experience, and location. This role may be eligible for discretionary bonuses and incentives. *The minimum hourly wage for this role will be the greater of the posted range, or minimum wage for the location where the employee will be working, subject to local minimum wage requirements.​We understand that your career search may look different than others and embrace the professional, personal, educational, and volunteer opportunities through which people gain experience. If you are actively looking or starting to explore new opportunities, send us your application!​Panasonic is an Equal Opportunity/Affirmative Action employer, and all qualified applicants will receive consideration for employment without regard to: race, color, religion, sex, sexual orientation, gender identity, national origin, age, genetic information, disability status, protected veteran status, or any other characteristic protected by law. All qualified individuals are required to perform the essential functions of the job with or without reasonable accommodation.Due to the high volume of responses, we will only be able to respond to candidates of interest. All candidates must have valid authorization to work in the U.S.Thank you for your interest in Panasonic.#LI-AS1#LI-HYBRID

Expected salary: $80000 – 90000 per year

Location: Newark, NJ

Job date: Fri, 09 May 2025 04:58:58 GMT

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