Manager, Global End User Support - SAGE Publishing｜Meet.jobs

JOB PURPOSE

To plan, organize, and execute end-user hardware, software and telecommunication support via service desk and application support resources. Developing strategy, policies and service delivery objectives and best practices for the design and delivery of end user support solutions. Responsibilities also include supporting and escalating issues with applications that are commercial or custom developed. Lead regional teams to meet internal and external customer requirements and maintains seamless operations for the organization

KEY ACCOUNTABILITIES
The key accountabilities for this role are to:

• Lead, develop and manage a strong, motivated team of regional managers responsible for the execution of end user support, including service desk and application support, in each location.
• Oversee the procurement, inventory, support, and maintenance of end user technology assets, including, but not limited to laptop computers, mobile devices (smart phones, tablets, etc.), printers and software.
• Design, develop and maintain the process for transfer of application support knowledge from the engineering group to the end user support team ensuring the majority of operational issues/tasks are performed by the end user support team.
• Ensure consistent quality end user support for employees and efficient usage and monitoring of the ticketing system through the effective use of metrics.
• Continually improve incident and problem management processes, monitoring events on our critical business applications.
• Develop and maintain positive relationships with 3rd parties, senior leadership, and key partners across the SAGE, communicating regularly with business users and technical staff to ensure SLAs and expectations are being met.
• Prepares and submits the annual operating and capital budgets as well as reforecasts.
• Champion documentation creation and maintenance including standardizing operational processes, incident resolution procedures, maintenance of knowledge articles and security incident logging.
• Play an active role motivating, training, mentoring, and providing feedback to staff and team members. Responsible for the continual development of an inclusive culture of learning, where team diversity is fostered, celebrated, and increased.
• A Lean leader, leading continuous improvement of the team's work in line with SAGE's Lean principles.
• Uphold security and privacy standard practices and ensure that security is embedded in each activity.

SKILLS, QUALIFICATIONS & EXPERIENCE

• Extensive experience supporting internal business applications, hardware, with an understanding of their architecture.
• Demonstrable experience of budget management, procurement and vendor relationship management.
• Experience working in a geographically dispersed team-oriented, collaborative environment managing global applications and deploying services to be consumed globally by users.
• Extensive knowledge of Windows, MS Office and Office 365.
• Demonstrated continual professional education in end user support including ITIL, Prince 2 or related certification.
• Excellent customer service, influencing and interpersonal skills, great communicator, comfortable talking to people both 1-1 and in front of a group.
• Strong problem solving and decision-making skills.
• Excellent organisational, project management, planning, and time management skills.
• Experience with service desk management software.

ADDITIONAL INFORMATION

This job description is not contractual. To perform this role successfully, you must be able to perform each of the key accountabilities satisfactorily. To meet changes in business operational, procedural or technical requirements SAGE may add, remove or amend/change the accountabilities for this role and you should be aware that this job description is not exhaustive and you may be asked to undertake reasonable tasks and activities outside those for which you are primarily employed.
SAGE UK is committed to Diversity and Inclusion and is an equal opportunities employer. We value individuality and therefore welcome all qualified applications from a diverse range of candidates.