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End User Services Manager

in Sunbury, PA

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Job Description Job Attributes+

  • Job ID

    6525

  • Req ID

    21125

  • Job Category

    IT/Software Development

  • Career Area

    Corp

  • Job Type

    Full-Time

  • Career Level

    Manager

  • Education Level

    G-Bachelor’s Level Degree

  • Travel

    0 - 10%

  • Job Location

    1000 S. 2nd Street
    Sunbury, PA 17801

Overview

SUMMARY

The End User Services Manager position is responsible for ensuring all the job functions of the End User Services resources are executed at the proper quality levels while maintaining necessary throughput for the department. 

The End User Services Manager is responsible for aligning the delivery of technical services to end users with the ability to meet organizational requirements including but not limited to cost effectiveness, security and compliance, and is accountable to align resources based on demand to ensure optimum coverage. 

The End User Services Manager reviews and approves departmental communications, is responsible for escalations and has purchasing authority of defined End User Services solutions that are approved for the user community.

The End User Services Manager also provides representation at operational meetings, generates reports and monitors work for quality and accuracy.

The End User Services Manager is responsible for managing the support, support tools and maintenance of user endpoint devices such as but not limited to desktop PC’s, laptop PC’s, notebook PC’s, iOS devices and Cellular Phones.

The End User Services Manager monitors for adherence to Weis Markets Inc. General Controls and IT Security policies.

   ESSENTIAL DUTIES AND RESPONSIBILITIES:

  1. Coordinates staff to maintain a prioritized and efficient workflow for timely queue management
  2. Leads major incident management scenarios and investigations that are in the scope of End User Services
  3. Frequently monitors workflows by physically and/or virtually surveying team engagement to identify improvement and training opportunities
  4. Prepares and updates training materials and other documentation relevant to the End User Services team functions
  5. Facilitates the use of tools, concepts, and processes for the End User Services team
  6. Acts as a liaison and single point of contact for all associates that need service from the End User Computing Team
  7. Monitors and executes escalated follow up to End User Services open and aging tickets
  8. Supports the New Hire, Onboarding and Separations and Transfers Processes of resources at Weis Markets Inc.
  9. Acts as a resource for the End User Services resources to ensure proper routing of incidents and to provide guidance and instruction regularly and as needed
  10. Seeks input from second and third level support groups for incident resolution
  11. Maintains communication with associates to update on progress resolution and status
  12. Verifies customer satisfaction and resolution in escalated situations, as needed
  13. Is the primary project stakeholder representing the End User Services team’s interests to identify opportunities for engagement and improvement
  14. Assists IT Management with coordinating, scheduling, and budgeting training for team members
  15. Responsible for the procurement and Lifecycle Maintenance of end user device solutions such as but not limited to desktop PC’s, laptop PC’s, notebook PC’s, iOS devices and Cellular Phones.

OTHER Responsibilities

  • First line of approval for departmental communications such as severity notices and requested notifications
  • Effectively and efficiently manage the CapEx and OpEx budget and expenditures
  • Directs End User Services resources to knowledge base documents
  • Works independently toward generally defined objectives 
  • Makes independent decisions while providing coordination and guidance to End User Services
  • Participates in Severity 1 Incident Response Management.
  • Collaborates with other functional areas in the creation of new hire training content for Information Technology processes, procedures, systems and applications
  • Creates and manages a schedule of End User Services resources to participate in the presentation of new hire training content
  • Reaches out to other functional teams and/or Managers
  • Review End User Services team work for accuracy
  • Monitors Service Request queues for productivity
  • First line of referral for End User Services resources requiring assistance and for providing direction to End User Services resources
  • Conducts 1-on-1s with End User Computing resources

KNOWLEDGE MANAGEMENT

The End User Services Manager oversees the development, organization and publication of documentation to provide a knowledge base to the Weis End User Services team.

The End User Services Manager executes analysis of data and processes and is responsible for End User Services resource training, refresher courses, and may conduct training to existing staff to ensure consistency and accuracy of processes. 

  • Oversees the organization of documentation relevant to delivery of End User Services to provide a knowledge base. 
  • Identifies areas of opportunity where triage and troubleshooting documents are needed, develops, trains, and publishes documents that contribute to accurate and consistent operations within End User Services.
  • Performs Analytics with collaboration from End User Services resources.
  • Identifies trends and service issues and options for mitigation for review with End User Service team and/or IT Leadership.
  • Interacts with project teams to coordinate any needed training for new types of technology services or handling of issues and ensure adequate End User Services coverage.
  • Develops an End User Services resource plan to support new project deliverables being implemented into production from training of resources to go live support.
  • Performs above tasks both independently and as directed by/in concert with the IT Leadership.

Job Qualifications

Qualification Requirements

To perform this job successfully, the associate must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skills, and/or abilities required:

Education and/or Experience

  • Education (Minimum Needed):  Bachelor’s degree in Computer Science, Information Systems, or Computer Technology (preferred.  Equivalent training and business experience with an Associate degree may be substituted. 
  • Experience (Minimum Needed):
    • Four or more years of progressively responsible experience in Information Technology application, systems, or call center management.
    • Two (2) years’ experience managing direct reports
    • Knowledge of applying technology solutions (software/hardware) to accommodate business needs.
    • Knowledge of systems analysis techniques and methodologies including troubleshooting.
    • Exposure to Cost/Benefit Analysis.
    • Project planning, tracking, and implementation experience.
  • Certifications are a plus.
  • Should have significant project delivery experience.
  • Should have significant End User Services knowledge and experience.

JOB LOCATION

1000 S. 2nd Street
Sunbury, PA  17801

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    Weis Markets is committed to a policy of Equal Employment Opportunity and will not discriminate against an applicant or employee on the basis of actual or perceived age, sex, sexual orientation, race, color, creed, religion, familial status, ethnicity, national origin, citizenship, disability, marital status, military or veteran status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. Applicants with a disability may be entitled to a reasonable accommodation under terms of the Americans with Disabilities Act and certain state or local laws. A reasonable accommodation is a change in the ways things are normally done which will ensure an equal employment opportunity without imposing undue hardship on Weis Markets.