End User Support Manager

Recruiter
Kering
Location
Wayne, New Jersey, United States
Posted
17 Aug 2022
Closes
17 Sep 2022
Ref
R086062
Function
Technology
Level
Manager
Summary
Job Family Group Description - Information Technology:
Gathers jobs providing support to the business through IT services and expertise. Includes fields such as IT business solutions, data and infrastructure management and systems infrastructure.

Job Family Description -Service Delivery:
Oversees the delivery of services to our company's customers. Establishes policies designed to ensure consistently high service performance. Evaluates customer feedback to develop quality improvement processes and to meet business needs.

Job Description

KERING End User Support Manager

Job Family: Kering Technologies

Job Title: End User Support Manager

Location: Wayne, NJ

A global Luxury group, Kering manages the development of a series of renowned Maisons in Fashion, Leather Goods, Jewelry and Watches: Gucci, Saint Laurent, Bottega Veneta, Balenciaga, Alexander McQueen, Brioni, Boucheron, Pomellato, Dodo, Qeelin, Ulysse Nardin, Girard-Perregaux, as well as Kering Eyewear. By placing creativity at the heart of its strategy, Kering enables its Maisons to set new limits in terms of their creative expression while crafting tomorrow's Luxury in a sustainable and responsible way. We capture these beliefs in our signature: "Empowering Imagination."

SUMMARY

The Kering Technologies AMER, Business Relationship & End User Services (BRM & EUS) team has embarked on a change program to improve the way frontline support services are provided to end users and locations in region. Foundational to this is the delivery of the Team's stated mission to Empower Greatness in our Customers. By demonstrably living the Team's Values - Ownership, Authenticity, Collaboration & Innovation - BRM & EUS ensures that Kering Technology enables our Customers to reach their strategic goals, supports sales growth and increase employee productivity.

Within the BRM & EUS team, the End User Support Manager is responsible for delivery of end-to-end, End User Support operations for both Retail & Corporate end users. This includes managing and oversight of the end-to-end value chain, ensuring that delivery of regional and global support services are operating efficiently and within agreed SLAs.

The End User Support Manager is primarily accountable for consistent & quality delivery of regional IT Service Management (ITSM). This includes but is not limited to:
  • L1 support services, related processes & tools:
    • Incident Management
    • Request Management
    • Problem Management
    • Knowledge Management
    • Major Incident Management
    • Asset Management
    • Reporting
    • Quality Assurance
  • L2 End User Computing (EUC) support services - On Site and Remote
  • L2 Command Center and Account Administration
  • Customer satisfaction
  • Managing relationships with internal and external 3rd party support partners
  • Managing quality of delivery of internal and external 3rd party support partners


The End User Support Manager also owns the day-to-day relationship with Kering Technology's 3rd party Managed Workplace Services (Service Desk) provider who delivers the majority of support services in the region.

Limited travel may be required.

HOW YOU WILL CONTRIBUTE

FINANCIAL

The End User Support Manager will be responsible for the North American spare parts budget to cover expenses of peripherals, printers and other end user devices.

MARKET

Over 290 stores and 15 corporate locations across 8 Brands in North and Latin America. Although there is a common core set of technology used by all Brands, Kering services are offered via a consumption model and the application footprint can vary across Brands.

Expertise is not required for most applications, but familiarity will be, as well as knowledge of the support model for each (Local/Global, Group/Brand).

LEADERSHIP

Must have the ability to operate well on their own in a demanding, service oriented role, ensuring key stakeholders are kept updated as expectations are managed.

Strong verbal and written communication skills are needed given the collaborativenature of the work.A positive attitude has to be adopted towards problem solving, with a strong service minded approach towards customers and peers.

Kering Technology employs a world-wide support model, with key support teams located either within AMER but outside of EUS or outside of the AMER region.It is critical therefore for the End User Support Manager AMER to have the ability to influence and deliver through others, as well as have a proven ability to build relationships with peers and stakeholders, local and remote.

MISCELLANEOUS
  • Leads regional operational reviews and provides key inputs into global EUS operational committees
  • Partners and collaborates with regional Engagement and Project Delivery/Service Introduction leads to deliver the full range of End User Services
  • Responsible to drive service and quality improvements in region
  • Partners with world-wide support teams to delivery quality service to end users in AMER region
  • Primary manager of Managed Workplace Service vendor and is responsible for their performance
  • Provides official sign off on project Build to Run handover


WHO YOU ARE

CRITICAL COMPETENCIES
  • Proactive, self-starter with a strong sense of ownership
  • Strong communication skills both written and verbal
  • Detail oriented
  • Strong collaboration and customer service skills required
  • Ability to build and maintain successful relationships with peers and customers
  • Self-directed and focused on a goal or end-state as opposed to specific tasks
  • Strong problem solving and planning skills, highly detail conscious
  • Strong multitasking and time management skills
  • Demonstrated ability to manage remote teams
  • Proactively analyze service metrics/KPIs to drive service performance and manage internal customers expectations
  • Ability to speak effectively in front of groups of customers or employees of organization.
  • Demonstrated ability to drive a change initiative


MANDATORY REQUIREMENTS
  • Minimum 5-10 years experience working in an IT organization in a customer facing service role
  • Minimum 5 years service desk experience
  • Minimum 3 years leading an IT Service Desk/call center
  • 4 year college degree or equivalent, bachelors degree in Computer Science or engineering
  • 5+ years' service desk experience
  • Intermediate to advanced Excel skills
  • Strong analytical skills


PREFERRED REQUIREMENTS
  • 2+ years working in a customer/user experience (CX/UX) driven environment
  • Must be able to work well individually as well as with a team
  • Good organizational and time management skills
  • Experience with project delivery
  • Retail experience preferred
  • Bachelor's Degree in IT or related field preferred
  • Knowledge of ITIL a plus


Job Type
Regular

Start Date
2022-08-09

Schedule
Full time

Organization
Kering Americas Inc.

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