Sr Manager- IT End User Computing Engineering, Support, and Service Desk

Indianapolis, IN, United States

Sr Manager- IT End User Computing Engineering, Support, and Service Desk Indianapolis, IN, USA

Job Description Posted Wednesday, March 6, 2024 at 5:00 AM

Position: Sr. Manager- IT End User Computing Engineering, Support, and Service Desk

Location: Indianapolis, IN or Remote

Starting Pay: $145k/annually

THE MOST TRUSTED NAME IN CELEBRATING STUDENT MILESTONES – HERFF JONES

Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones' products include class rings and jewelry, caps and gowns, yearbooks, diplomas, frames, announcements, and Greek accessories as well as motivation and recognition programs.

Since 1920, our team has worked alongside students, faculty, and staff on campuses nationwide to help build a stronger community and celebrate student milestones. Our continued success relies on hiring extraordinary talent, with a passion for making a difference and eagerness to roll up the sleeves, to help us write the story of our next 100 years.

The Herff Jones IT team is looking for a Senior Network Engineer to join our HJ family.

Would you be excited by the opportunity to contribute to the graduation experience of over 7 million High School and College students and families each year? Are you energized by complex problem solving, working in a collaborative environment, and the ability to directly improve your co-workers daily work lives. Do you enjoy splitting your time between ground level (hands-on) work and creating long-term strategies? If so, this could be the role for you.

Here’s How You’ll Make An Impact:

We are seeking a highly skilled and experienced Senior Manager to lead Herff Jones’ IT End User Computing Engineering, Support, and Service Desk teams. The ideal candidate will have extensive experience in managing end user computing environments, a strong background in IT service management, and a proven track record of leading teams to success. This role will be responsible for overseeing the migration from SCCM to Intune, leveraging automation to improve efficiency and reduce costs, and driving continual improvement through data analysis of IT ticket data .

What You Will Do On A Daily Basis:

Leverage automation tools and technologies to streamline processes, improve efficiency, and reduce costs.

Utilize insights from data analysis to drive continual reduction of IT issues and problems.

Build robust, repeatable end-to-end ITSM processes associated with IT Incident, Problem, and Change Management.

Lead the migration from SCCM to Intune, ensuring a smooth transition for end users and minimal disruption to operations.

Establish and maintain a comprehensive inventory of all end user computing assets.

Develop and maintain comprehensive documentation for IT processes, procedures, and standards.

Partner closely with the Information / Cyber Security function to ensure end user systems are regularly updated / patched to reduce risk of the operating environment.

Establish the framework for a PC refresh cycle, deliver against the plan.

Lead and manage a team of end user compute engineers, support analysts, and service desk associates.

Provide mentorship, coaching, and professional development opportunities for team members.

Collaborate with cross-functional teams to ensure alignment and coordination of IT initiatives with business goals and objectives.

Stay current with industry trends, emerging technologies, and best practices in end user computing and IT service management.

Serve as a subject matter expert on the Microsoft O/M 365 suite, including licensing, and provide guidance and support to internal stakeholders.

What You Will Bring To The Table:

15+ years of total experience in IT, with a minimum of 6 years of experience leading and managing others.

At least 5 years’ experience directly managing VARs via explicit SLAs.

Strong background in end user computing engineering, with hands-on experience in managing end user environments.

Expertise in IT service management principles, methodologies, and frameworks (e.g., ITIL).

Experience with migration from SCCM to Intune is highly desirable.

Proficiency in leveraging automation tools and technologies to improve efficiency and reduce costs.

Excellent analytical and problem-solving skills, with the ability to conduct data analysis and derive actionable insights.

Strong leadership and management skills, with a track record of leading high-performing teams.

Excellent communication and interpersonal skills, with the ability to effectively collaborate with internal and external stakeholders.

Ability to thrive in a fast-paced, dynamic environment and manage multiple priorities simultaneously.

Education / Qualifications:

Bachelor’s degree in Computer Science, Information Technology, or related field

15+ years of equivalent work experience.

Physical Activities:

Daily activity includes but is not limited to:

Lifting, carrying, sitting, grasping, reaching, standing, kneeling, walking, bending, twisting.

Prolonged periods sitting at a desk and working on a computer .

Be able to regularly lift/move up to 50lbs. Noise level in the work environment is usually moderate to above moderate.

JOIN THE BEST TEAM ON THE FIELD IN SPORT, SPIRIT & ACHIEVEMENT

About Herff Jones:

Indianapolis-based Herff Jones is the leading provider of graduation and educational products and services designed to inspire achievement and create memorable experiences for students. Herff Jones’ products include class rings and jewelry, caps and gowns, diplomas and announcements as well as motivation and recognition programs. Focused on building long-term relationships through a nationwide network of over 1,400 employees and sales partners, the professionals at Herff Jones have been helping elevate the student experience throughout the lifelong journey of education for more than 100 years. For more information about Herff Jones, please visit www.herffjones.com .

Herff Jones, Inc. and its affiliates are equal opportunity employers and maintain affirmative action plans to recruit, retain, develop, and promote qualified individuals without unlawful consideration of race, gender, gender identity, color, religion, sexual orientation, national origin, age, disability, citizenship status, veteran status, or any other characteristic protected by federal, state or local law. Herff Jones strives to maintain a work environment free from unlawful discrimination and harassment, where associates are treated with respect and dignity.

Any employment agency, person or entity that submits a résumé into this career site or to a hiring manager does so with the understanding that the applicant's résumé will become the property of Herff Jones. Herff Jones will have the right to hire that applicant at its discretion without any fee owed to the submitting employment agency, person or entity.

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