Solution Engineering Manager - End User Services

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Astreya

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Amplified Enterprise Productivity and Employee Satisfaction • IT End User Support • Asset Management • Network Operations Support • Contract Management

1001 - 5000

Description

• Lead the development and implementation of end user services, including remote, walkup and field support functions in local and global enterprise environments. • Collaborate with pre-sales teams to assess client needs, craft tailored solutions, and present proposals that align with customer objectives. • Develop scalable, repeatable processes and solutions for clients, ensuring high service quality and a world-class customer support experience. • Maintain a deep understanding of industry trends, emerging technologies, and best practices in end user services to continually improve service offerings. • Manage and mentor service leaders, fostering a culture that relentlessly pursues excellence by using data to drive decisions, collaborating with trust and candor, and seeking the optimal customer experience and service outcomes. • Ensure that services are designed to exceed service level agreements (SLAs) and KPIs through effective training, management and coordination of resources to create opportunities for future account growth. • Think critically and creatively about service challenges and identify scalable solutions to solve problems using methods, tools & technologies to enhance service delivery. • Drive the implementation of automation tools and technologies to improve the efficiency of end user support services without degrading quality.

Requirements

• Bachelor’s degree in Computer Science, Information Technology, or a related field, or equivalent work experience. • 5+ years of experience in end user services, technical support, or service desk operations within a managed services or IT services environment. • 3+ years of experience in a leadership role, managing technical teams in solution engineering, IT service management, or Service Desk operations. • Strong knowledge of ITIL frameworks, service desk solutions, and end user support technologies. • Experience designing and delivering managed services solutions for end user environments, including Windows/Mac OS/ChromeOS support, Google Workspace/Office 365, remote desktop tools, and endpoint management systems. • Deep understanding of how to use data to understand and manage service performance. • Proven ability to manage and appropriately prioritize multiple projects, priorities, and deadlines in periods of high demand. • Excellent communication and presentation skills with the ability to influence both technical and non-technical stakeholders through influential leadership. • Strong problem-solving abilities and a customer-focused mindset.

Benefits

• Medical provided through Cigna (PPO, HSA, EPO options) / Medical provided through Kaiser (HMO option only) for California employees only • Dental provided through Cigna (DPPO & DHMO options) • Nationwide Vision provided through VSP • Flexible Spending Account for Health & Dependent Care • Pre-Tax Account for Commuter Benefit/Parking & Transit (location-specific) • Continuing Education and Professional Development via various integrated platforms, e.g. Udemy and Coursera • Corporate Wellness Program • Employee Assistance Program • Wellness Days • 401k Plan • Basic Life, Accidental Life, Supplemental Life Insurance • Short Term & Long Term Disability • Critical Illness, Critical Hospital, and Voluntary Accident Insurance • Tuition Reimbursement (available 6 months after start date, capped) • Paid Time Off (accrued and prorated, maximum of 120 hours annually) • Paid Holidays • Any other statutory leaves, paid time, or other fringe benefits required under state and federal law