Overview
MV Transportation is seeking a highly skilled and motivated IT Manager to oversee and manage our End User Services department. This role will be responsible for leading a team that provides excellent service desk support, efficient desktop services, reliable tablet management, and effective voice services to our organization's end users. The successful candidate will possess strong technical expertise, exceptional leadership qualities, and a customer-centric mindset.
Responsibilities
End User Services:
- Lead day‑to‑day Service Desk operations (Level 1–3), ensuring timely, accurate resolution of incidents/requests and adherence to SLAs/KPIs; manage major incident participation and communications.
- Own queue management, ticket workflow design, and knowledge base quality; ensure consistent categorization, routing, and escalation.
- Establish and enforce desktop standards, imaging/builds, and endpoint configuration; coordinate hardware break/fix and lifecycle.
- Forecast and manage the EUS budget seeking opportunities to not only meet budget but identify savings where possible
- Develop and implement service desk policies, procedures, technical standards, and best practices to optimize productivity and enhance customer satisfaction.
- Manage the deployment, configuration, and maintenance of desktop hardware and software across the organization.
- Oversee onboarding/offboarding technology (device provisioning, account setup, app access), partnering with HR and IT infrastructure.
- Monitor and analyze service desk performance metrics, identifying areas for improvement and implementing necessary actions.Drive monthly desktop patch compliance—monitor, report, and remediate exceptions
- Collaborate with other IT teams to ensure seamless integration and compatibility of desktop systems with network infrastructure and enterprise applications.
- Ensure positive VIP/Executive support, white‑glove incident handling, and clear post‑incident follow‑ups.
- Oversee the provisioning, configuration, and maintenance of tablets used by employees, ensuring smooth operation and optimal performance.
- Implement and enforce security measures to protect sensitive data on tablets, including encryption, access controls, and mobile device management solutions.
- Serve as the point of contact for division leadership on end‑user technology readiness, cutovers, and special events (GM Academy, large onboardings)
- Lead EUS projects successfully to completion
- Collaborate with Infrastructure/Network, Business Systems, and Vehicle Technology teams for cross‑queue issues (e.g., tablet deployments, application access).
- Oversee asset lifecycle accuracy (assignment, returns, disposition)
Voice Services:
- Manage the organization's voice services, including telephony systems, call routing, and conferencing solutions.
- Ensure high availability, reliability, and quality of voice services, troubleshooting issues and coordinating with vendors when necessary.
- Collaborate with stakeholders to identify voice service requirements, propose enhancements, and implement new technologies as needed.
Team Leadership and Collaboration:
- Manage, coach, and develop the EUS team (Service Desk, Desktop/Field Support, contractors), including staffing, shift coverage, and performance feedback.
- Foster a service‑oriented culture emphasizing communication, empathy, and continuous improvement; address quality issues and reinforce standards
- Lead, motivate, and mentor a team of early-career IT professionals, fostering a positive and collaborative work environment.
- Assign tasks, set performance goals, and conduct regular performance evaluations for team members.
- Collaborate with other IT leaders and stakeholders to align end user services with broader IT strategies and organizational goals.
Qualifications
Talent Requirements:
- Five (5)+ years in end‑user support leadership (Service Desk/Desktop) managing distributed teams and 24×7 operations.
- Demonstrated ownership of ITSM processes/metrics and experience tuning workflows in platforms such as Freshservice or ServiceNow.
- Knowledge of ITIL-based practices
- Hands‑on experience with Microsoft 365, Azure AD/Entra ID, Intune/Endpoint Manager, Windows 11, VPN, and endpoint security controls (MFA, AV).
- Strong communication and stakeholder management skills; proven ability to drive change and coach early‑career technicians.
- Demonstrated motivation and initiative to drive success in the operation and successfully lead and complete IT projects
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MV Transportation is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, physical or mental disability, veteran or military status, genetic information or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.
Where permissible under applicable state and local law, applicants may be subject to a pre-employment drug test and background check after receiving a conditional offer of employment.
