It's fun to work in a company where people truly BELIEVE in what they're doing!
Job Description Summary:
As the Manager of IT End User Experience (EUX) with Rocket Software, you are part of a global, fast-paced IT organisation whose primary mission is to provide world-class service to Rocketeers. Overseeing the delivery of support to the Americas, Europe, Middle East and Africa (EMEA), you will act as the Voice of the Customer, ensuring we enable Rocketeers to meet their business objectives.
Essential Duties and Responsibilities:
Act as an advocate for Rocketeers within IT, ensuring an understanding of their needs and expectations regarding IT services and support. Develop long-term partnerships with the business to achieve its objectives.
Represent the EUX Team in meetings including, but not limited to, Customer Meetings, Vendor Management, Project Management reviews and the Change Advisory Board.
Provide leadership, coaching and support to all EUX Team members, including but not limited to recruitment, objective setting and review, performance reviews, career development and mentoring, resource scheduling and general administrative support.
Manage the day-to-day responsibilities of the EUX Team (first, second, and third-level support) for Rocketeers, including ticket queue management. Proactively manage resources, perform processes and services, and support Rocketeers to agreed-upon service levels.
Provide timely management information at the agreed cadence or upon request, including understanding and analysis of key performance indicators (KPIs) for the broader IT team, senior leadership, and rocketeers. Upon non-achievement of targets, identify and implement appropriate corrective actions.
Working with Senior IT Leadership to contribute to budget requirements and effective management through diligent planning and execution. Where required, manage vendor relationships to ensure adherence to Service Level Agreements and contractual obligations.
Be proactive in Continuous Service Improvement by developing and maturing relevant policies, processes, and work instructions. Solicit and review feedback, documenting it along with any appropriate actions.
Act as a critical escalation point and technical resource for L1 to L3, escalating to the senior technical team as appropriate and as an aggregation point for end-user incidents requiring broader communication.
Required Qualifications:
Three (3) to five (5) years of Service Desk Leadership experience with a demonstrated pattern of increasing responsibility.
Experience managing a culturally and geographically diverse team in a rapidly changing environment.
Experience implementing, supporting, and improving ITIL best practices, including Incident Management, Service Request Management, Change Management, Event Management and Problem Management.
ITSM Certification – ITIL Foundation required.
Extensive knowledge of Service Desk Management tools, e.g., Jira Service Desk (preferred), BMC Remedy, ServiceNow, Confluence, SharePoint, Analytical Tools
Demonstrated experience mentoring and managing junior team members through early career stages with the expectations of high levels of team member retention.
Strong technical knowledge in Microsoft Windows, Intune, Autopilot, SCCM, Office 365, Networks, Slack, and Unified Communications (WebEx and Jabber are a plus).
Outstanding interpersonal skills, including communication skills, presentation skills and emotional intelligence.
Preferred Qualifications:
Certification in any of the following Microsoft Products, Networks or Unified Communications
Certification in leadership/management
Six Sigma Green Belt
Education:
Degree preferred
Travel Requirements: <=10% Travel to Rocket sites throughout the US and EMEA will be required.
Information Security:
Information security is everyone's responsibility. A fundamental principle of information security at Rocket Software is that all individuals in the organization have a responsibility for the security and protection of company information and IT Resources over which they have control, according to their role.
Diversity, Inclusion & Equity:
At Rocket we are committed to an inclusive workplace environment, where every Rocketeer can thrive by bringing their full selves to work. Being a Rocketeer means you are part of our movement to continually drive inclusivity, diversity and equity in our workforce.
The base salary range for this role is $115,500.00 - $144,400.00 /year. Exact compensation may vary based on skills, experience, and location.
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What Rocket Software can offer you in USA:
Extensive paid time off programs (paid holidays, sick, and unlimited vacation time)
Healthcare coverage options to fit you (and your family's) needs
Retirement savings, with matching contributions by Rocket Software
Life and disability coverage
Leadership and skills training opportunities
Two paid work days for off-site training
EOE M/F/Vet/Disability. Rocket Software Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. Rocket Software Inc. is also committed to compliance with all fair employment practices regarding citizenship and immigration status.
Rocket is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities. If you need special assistance or an accommodation while seeking employment, please call: 781-577-4321 or send an email to ******. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
#LI-Remote
If you like wild growth and working with happy, enthusiastic over-achievers, you'll enjoy your career with us!
Thousands of companies around the world depend on Rocket to solve their most challenging business problems by helping them run their critical infrastructure, business processes, and data, as well as extending the value of these assets to take advantage of cloud and mobile computing, advanced analytics, and other future innovations. From the clothes we wear to the cars we drive, Rocket solutions power the back-end systems that thousands of brands interact with every day. At Rocket, software has always been about people—not just ones and zeroes. We're people solving problems for other people, and we strive to treat our customers, partners, and fellow Rocketeers with humanity. Founded in 1990, Rocket Software is headquartered in Waltham, Massachusetts with 31 offices around the world.