Reports to: Director of Technology
Employment Status: Full Time

Position Purpose –
The End User Experience Manager (EUX) will gain a thorough understanding of our users’ needs and workflows, both existing and potential, and use that knowledge to assist in developing an enterprise roadmap to provide AGG employees, and in turn our clients, an unparalleled service experience. The EUX Manager must work collaboratively with key stakeholders across the enterprise to transform our end users’ experiences with technology platforms within the firm. This role will be responsible for ensuring a positive and consistent experience is created that enables value creation through training and services. This will be accomplished with a tightly integrated continual service improvement plan that is centered on Enterprise Service Management via automated and orchestrated processes, modernized desktop management, and end user training. This role will lead a team and empower productivity with extraordinary IT Support and Services fulfilment. The EUX Manager must also be able to demonstrate the following proficiencies:

Major tasks, Responsibilities and Key Accountabilities:

• Manage Service Desk Staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) to achieve excellence in customer service and satisfaction.
• Develop, implement, and continually refine/improve service desk tools, standards and policies, incident and problem resolution procedures, and technical documentation to align IT Service Desk operations with best practices.
• Lead and drive continuous improvement opportunities in end user experience
• Develop appropriate reporting to track KPIs in the End User Environment
• Maintain awareness of changing IT trends and regulations which might impact the company and develop strategies that will mitigate any incoming risks and/or take advantage of any future benefits
• Assess upcoming technologies and recommend innovative use of new features and technologies with the objective of enhancing end user experience
• Work within established configuration and change management policies ensuring awareness, approval and success of changes made to the areas of responsibility
• Analyze and improve efficiency, scalability and stability of various system resources
• Experience in user adoption and change management strategies for enhanced digital communication and collaboration capabilities in a large-scale enterprise.
• Manage a team of Service Desk Analysts and Learning Management (Training), including setting up employee objectives, identifying developmental needs, etc. Conduct regular performance reviews and maintain appropriate levels of engagement within the team to ensure high motivation levels.
• Review survey feedback to improve services, tools and support experience.
• Provide data and report on KPI's and trends to management and others in ad-hoc, weekly, monthly intervals and as needed.
• Drive ticket/incident deep dives and develop strategies for improvement. Determine root cause of issues and communicate appropriately to internal and external customers.
• Drive best practices standardization learning solutions across the enterprise that are in alignment with established performance and development goals
• Partners with subject matter experts to drive innovative learning solutions which impact firm and organizational effectiveness.
• Take ownership of major incidents to ensure coordination of resolving parties, effective communication to stakeholders and the user community, post incident review, and driving resulting process improvements.
• Work with the Infrastructure Analysts and Application Analysts to continually improve the desktop computing environment through end user feedback, and evolve standards for hardware, software and security in the desktop environment.
• Champion the end user in projects and develop a strong understanding of projects impacting client computing and ensuring service impacts are minimized.
• Be accountable for the quality of End User performance; ensuring future demand from growth and projects is understood and factored into capacity plans for all associated systems.
• Drive internal and third party service review meetings covering performance, service improvements, quality and processes.
• Lead and inspire the IT Service Desk organization to do great work by displaying the traits you want to see in the team. Keep your technical skills up to date, and provide your team with leadership through knowledge and experience.
• Provides management, governance and oversight on all third party relationships/contracts within the function of Service Desk.

General Competencies Required:

• Writes clearly, accurately, and concisely
• Able to read and interpret written information
• Maintains confidentiality
• Follows all policies and procedures
• Able to deal with frequent changes, delays, or unexpected events
• Strong customer service orientation
• Strong verbal communications skills

Qualifications:

• Bachelor’s degree or equivalent work experience
• Experience with the Microsoft ecosystem of End User Computing solutions and Service Desk platform functions
• Must be willing to be accessible during off hours to monitor applications and take action as appropriate
• Must be experienced in implementing changes in a Service Desk environment.
• Passionate about delivering exceptional service, and able to thrive in a dynamic environment and be a change agent.
• Experience with ITIL frameworks and a broad IT foundation preferred.
• Exceptional written and verbal communication skills, including comfortably presenting to senior management.
• Experience in legal vertical preferred
• Project Management experience a plus

Physical Demands -

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• While performing the duties of this job, the employee is frequently required to stand, walk or sit. The employee is frequently required to reach with hands and arms. The employee is regularly required to talk or hear.
• Ability to use small tools to work on computers and computer equipment. Must also have the manual dexterity to use a computer keyboard and other office equipment.