Manager, End User Services Job at NRUCFC (National Rural Utilities Cooperative F
NRUCFC (National Rural Utilities Cooperative Finance Corporation), Virginia, MN, United States
The Manager, End User Services directs and manages Helpdesk operations in all facets of user support, including provisioning and management of CFC’s Digital Workplace (employee desktop, mobile and telecom technology). This role manages the Helpdesk team members and service providers responsible for the technology support of all CFC employees and contract personnel.
Primary Responsibilities
Provides leadership and expertise to the Helpdesk team, managing team resource assignments, projected task completion dates, and prioritization of activities based on business impact.
Responsible for the daily assignment, management and support of end user requests, incidents and change tickets, including effectively and efficiently managing complete lifecycle of end user requests for technical assistance while meeting SLAs for incidents and requests.
Cultivates strong relationships with end users throughout the organization and provides timely and effective communication to users on behalf of the Helpdesk and IT as a whole, as well as acts as an operational liaison with business users as needed.
Coordinates the provisioning, configuration, asset management and regular system updates and upgrades of CFC end user devices. Supervises the administration of tools and processes for the provisioning of secure, well‑managed and consistently configured user technology.
Oversees conference room A/V equipment and employee use of all related technology.
Partners with BTS engineering and operations to ensure optimal user technology and business requirements support and supports IT engineering and cybersecurity initiatives.
Seeks continuous improvement in tools and process automation.
Assigns and oversees team projects.
Oversees night/weekend on‑call support rotation.
Required Skills
Enterprise Helpdesk supervision, operations and support skills.
Advanced knowledge of Windows OS and M365, as well as Enterprise Virtual Desktop Infrastructure.
Advanced knowledge of iOS device security and administration.
IT Service Management (ITSM) tools and operational reporting skills.
Knowledge of Enterprise Digital Workplace and Collaboration technologies.
Ability to communicate effectively with a wide variety of technical and non‑technical audiences.
Strong customer service and problem‑solving skills.
Strong technology management, support and team building skills.
Strong relationship management and coaching skills.
Ability to work in a process‑driven environment.
Required Experience
BS in Information Technology, Engineering, Management or equivalent experience.
6 years of experience in information technology, with at least 2 years of experience leading a critical enterprise help desk.
Experience leading the support of an enterprise Virtual Desktop Infrastructure.
Experience with provisioning, asset management and support of Digital Workplace technologies.
Experience with ITIL processes and SOX compliance is desired.
Experience supporting telecom and conference room technologies desired.
Work Environment Details
Minimal overnight travel.
May be required to lift typical desktop technology devices - monitors, desktop and laptop computers.
We offer a comprehensive benefits package that includes hybrid work options; annual incentive opportunities; an employer‑paid pension plan; 401(k); medical, dental and vision insurance; a generous leave policy; onsite gym; and more—all in a friendly, professional work environment. For additional information, please visit our website at www.nrucfc.coop. CFC is an Equal Opportunity Employer committed to workforce diversity.
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Primary Responsibilities
Provides leadership and expertise to the Helpdesk team, managing team resource assignments, projected task completion dates, and prioritization of activities based on business impact.
Responsible for the daily assignment, management and support of end user requests, incidents and change tickets, including effectively and efficiently managing complete lifecycle of end user requests for technical assistance while meeting SLAs for incidents and requests.
Cultivates strong relationships with end users throughout the organization and provides timely and effective communication to users on behalf of the Helpdesk and IT as a whole, as well as acts as an operational liaison with business users as needed.
Coordinates the provisioning, configuration, asset management and regular system updates and upgrades of CFC end user devices. Supervises the administration of tools and processes for the provisioning of secure, well‑managed and consistently configured user technology.
Oversees conference room A/V equipment and employee use of all related technology.
Partners with BTS engineering and operations to ensure optimal user technology and business requirements support and supports IT engineering and cybersecurity initiatives.
Seeks continuous improvement in tools and process automation.
Assigns and oversees team projects.
Oversees night/weekend on‑call support rotation.
Required Skills
Enterprise Helpdesk supervision, operations and support skills.
Advanced knowledge of Windows OS and M365, as well as Enterprise Virtual Desktop Infrastructure.
Advanced knowledge of iOS device security and administration.
IT Service Management (ITSM) tools and operational reporting skills.
Knowledge of Enterprise Digital Workplace and Collaboration technologies.
Ability to communicate effectively with a wide variety of technical and non‑technical audiences.
Strong customer service and problem‑solving skills.
Strong technology management, support and team building skills.
Strong relationship management and coaching skills.
Ability to work in a process‑driven environment.
Required Experience
BS in Information Technology, Engineering, Management or equivalent experience.
6 years of experience in information technology, with at least 2 years of experience leading a critical enterprise help desk.
Experience leading the support of an enterprise Virtual Desktop Infrastructure.
Experience with provisioning, asset management and support of Digital Workplace technologies.
Experience with ITIL processes and SOX compliance is desired.
Experience supporting telecom and conference room technologies desired.
Work Environment Details
Minimal overnight travel.
May be required to lift typical desktop technology devices - monitors, desktop and laptop computers.
We offer a comprehensive benefits package that includes hybrid work options; annual incentive opportunities; an employer‑paid pension plan; 401(k); medical, dental and vision insurance; a generous leave policy; onsite gym; and more—all in a friendly, professional work environment. For additional information, please visit our website at www.nrucfc.coop. CFC is an Equal Opportunity Employer committed to workforce diversity.
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