Sr. It Manager, End User Support
Responsibilities: Own overall customer satisfaction for all desktop related products and services including:Asset Management (10,000+ hardware assets and 1000+ software titles)Software License ComplianceDesktop Product Selection and ProcurementVendor Management (Procurement, Manufacturer, Off-shore Help Desk, Asset Disposal, Repair/Maintenance, Service and Shipping vendors)Project ManagementBudget Planning, Reconciliation and ManagementPC, iPad, Mac Hardware, Software and Desktop Peripheral Life-cycle ManagementHelp/Service Desk ManagementTech Support Moves, Adds, Changes (MAC)System Access AdministrationCommunicate with all levels of management on escalations and projectsSupervisor of (6) direct and (52) indirect reports. Duties including hiring, performance reviews, coaching, motivating, training, work direction/progress and disciplinary action Achievements:Savings of over 1M dollars over a 7 year period recovering unused and under utilized software licenses.Successfully completed third software license audit by Microsoft with zero compliance issues. Also follow-up audit with Adobe with no compliance issues noted.Managed 4 cost centers totaling multi-million dollar capital and op-ex. budgets. Always favorable to annual budget even while taking into consideration multiple budget reductions every year.Reduced supplier spend tens of thousands of dollars annually moving to vendors that offer equivalent products or services at reduced costs.Transitioned Help Desk for ~5000 FTEs to off-shore vendor saving 450k annually with minimal impact on service while exceeding the contracted SLAs/KPIs in the first month of operation.Achieved shutdown, with Facilities team, of 100+ Sales offices having employees work virtually, saving millions of dollars annually. 30% reduction in Tech Support staff while maintaining SLAs and customer satisfaction survey results. (95% on time installation SLA and 98% positive customer satisfaction survey stats).
