General Description:
The End User Computing Jr. Manager, manages and oversees the development and maintenance of NMEX End User Computer policy and strategy that defines the enterprise services. Manages and oversees day-to-day operation and effectiveness of End User programs and initiatives. Sets policy and direction for assuring Nissan´s systems and information. Manages and leads development, implementation, and enforcement of organization-wide End User Computing standards, baselines, and procedures in compliance with policy and ensuring the business continuity.
Key Responsibilities:
- Maintain the functionality and operation of End User Computing services to ensure the availability and continuity of operation of the business. Manage and coordinate the End User services to ensure the operation and correct working of all end users operation.
- Ensure the timely and effective attention to users requirements and requests from all areas.
- Follow up of problems, root cause analysis and resolution for the incidents in the NMEX End User Computers.
- Promotes and follows the creation, execution and operation of improvement projects for end user services that improves and support the operation of the business.
- Supervise and follow up for End User Computing providers and key suppliers to ensure SLA’s and adequate delivery of the services.
- Manage and coordinate the NMEX End User services to ensure the operation and correct working of all end users operation.
- Team management and supervision in different geographical locations and specialties.
- Establishes end user necessities and requirements, as well as service monitoring practices for all platforms across the enterprise.
- Manages and oversees maintenance of Nissan's end user services as well as call center operation.
- Manages staff. Recommends: hires, transfers, terminations, salary adjustments, performance standards and reviews.
- Plans, develops and controls moderate to large project/product budgets across different fiscal years.
- Creates the End User Computing roadmap and future state of the services.
Education/Certifications:
Bachelor's degree in Information Systems, Telecommunications, Electronics, Engineering or equivalent work experience
Previous Work Experience:
At least 5 years of experience in user support areas management as well as User Support call center administration in complex environments with different vendors and technologies and distant geographic locations.
Other Knowledge, Skills and Abilities:
- Skilled at communicating in English and Spanish to different audiences and stakeholders at every level of the organization.
- Strong technical writing skills in both English and Spanish languages.
- Ability to successfully manage complex projects with numerous stakeholders across the organization.
- Ability to solve complex problems in a dynamic and fast environment.
- Ability to build and maintain relationships across diverse teams.
- Proficient at handling technical and security related topics.
- Working experience in: IT, help desk, user support, attention to clients
- Extensive experience in help desk, End User Services, negotiation with users, computer support.
- Technical/financial knowledge
- Subject matter expert in User Satisfaction, User Support, Computer Support, Help Desk, SLA’s, KPI’s
- Team building and management, Diverse Geographic teams and infrastructure, vendor management, SLA Management, Service providing, Budget Management, Roadmap creation.
- IT Best practices in: ITIL, COBIT, Microsoft Certifications or related.
Language: English- Independent Use
Computer Skills:
- Strong knowledge of Windows OS (Multiple version End Users ) . Office advance knowledge
- Computer local domain services skills (TCP/IP, AD, DNS, DHCP, SCCM, GPO Management, Power shell scripting)
Competencies:
- High Client Focus and negotiation.
- Skilled at balancing competing interests and requirements to deliver a working product.
- Careful attention to detail and problem solving, as well as root cause analysis.
- Ability to analyze and articulate implications requirements and problems.
- Experience in managing a geographical diverse team.
Nissan (NMEX,NEDM, NRFS, NRFM y ANZEN) realiza contrataciones con base al cumplimiento del perfil de puesto en la vacante, sin distinción (ni discriminación por género, identidad y/o expresión de género, orientación sexual, ) raza, color, idioma, religión, opinión política o de cualquier otra índole, origen nacional o social, posición económica, nacimiento o cualquier otra condición.
Nissan (NMEX,NEDM, NRFS, NRFM and ANZEN) hires based on the fulfillment of the job profile in the vacancy, without distinction or discrimination based on gender, gender identity and/or expression, sexual orientation, race, color, language, religion, political or any other opinion, national or social origin, economic position, birth or any other condition.Aguascalientes Aguascalientes Mexico