End User Service Manager
Motiva Enterprises LLC

Houston, Texas

Posted in Oil and Gas


This job has expired.

Job Info


Position Overview:

Oversee the daily operation, coordination, execution, and support of the End User Computing Systems.

Responsibilities:

  • Provides oversight to the JML (Join, Move, Leave) processes, including acting as the focal point for JML escalations, and assisting with resolution of JML issues
  • Provides technical direction to Deskside Services Support staff to fulfill/resolve any End User Experience IT issues
  • Provide direction to Deskside Services Support staff to prioritize issues and drive to resolution as required
  • Partner with IT partners to escalate enterprise issues to the appropriate technical resources in order to drive a resolution
  • Partner with IT partners as required for new IT initiatives (e.g. Windows Upgrades, laptop/desktop hardware refresh, etc.)
  • Executes all aspects of End User Experience Support including end user training, troubleshooting, and follow through on escalation of issues.
  • Ensure all desktop/laptop issues are resolved in a timely manner
  • Develop, manage, measure and report on key service-level metrics such as user sentiments, average response time, time to repair, incident avoidance, and end-user productivity.
  • Provide reports for underperforming services to IT partners and corrective actions
    being taken to address problem.
  • Advance the use of a knowledge repository to share information among all levels of IT service and support.
  • Provide guidance, recommendations, and alternative options in the use or selection of a variety of hardware and software products in order to achieve the end user's goals and in accordance with all standards.
  • Provide training to end users on the general use of widely used applications and/or various specialized software applications.
  • Awareness of file metadata and the ability to retain this data without modification for business purposes
  • Awareness of Microsoft Active Directory and advanced uses of AD (group policy, OU structure, etc.)
  • Provide guidance and leadership to IT Analysts as required

Basic Qualifications Required:
  • Three to five years End User Experience/End User Computing experience
  • Three to five years customer service experience
  • Strong customer service and communications skills required
  • Self-motivated independent thinker
  • Thorough working knowledge of the operation and troubleshooting of desktops and laptops running Microsoft Windows Operating Systems
  • Working knowledge of Microsoft Office (Word, Excel, PowerPoint, Outlook, Skype for Business)
  • Knowledge of Microsoft Teams a plus
  • Ability to facilitate tasks with internal and external staff in order to resolve desktop computing issues
  • Understanding of normal business and office procedures
  • Experience working in a fast-paced/high pressure corporate office environment
  • Experience managing implementation of a project or operational change
  • Understands how to address trade-offs between business requirements, cost and performance

Preferred Qualifications:
  • Bachelor's degree in Information Technology or Computer Science
  • Industry relevant training or technical courses a plus
  • Prior management experience preferred

Please note: We occasionally amend or withdraw Motiva jobs and reserve the right to do so at any time, including prior to the advertised closing date.

Before applying, you are advised to read our data protection policy. This policy describes the processing that may be associated with your personal data and informs you that your personal data may be transferred to Motiva affiliates and service providers..

Motiva and its approved recruitment consultants will never ask you for a fee to process or consider your application for a career with Motiva. Anyone who demands such a fee is not an authorized Motiva representative and you are strongly advised to refuse any such demand.

Motiva participates in E-Verify.

All qualified applicants will receive consideration for employment without regard to race, color, sex, national origin, age, religion, disability, sexual orientation, gender identity, protected veteran status, citizenship, genetic information or other protected status under federal, state or local laws.


This job has expired.

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