IT Manager, End User Computing
Interstate Battery System of America Inc

Our mission is to be a trusted workplace for team members to be their whole selves at work. A company that people love and positively impacts the lives of all whom we touch.

be your best self

At Interstate Batteries, you have the chance to be excellent at work and excellent at life. We know that professional success depends on personal wellbeing. That's why we want to enrich your life with the tools and services you need to succeed in every area of your life. Join us!

Manage the End User Computing (EUC) team to ensure efficient support, deployment, and maintenance of all end-user hardware, software, and peripherals. Serve as the key interface between Information Services and employees, overseeing first and second-level support, desktop engineering initiatives, and process improvements. Lead the daily operations of the support center and drive the strategic direction of end-user computing, receiving minimal supervision.

Job Components:

• Manage and prioritize incoming technical support requests, ensuring proper documentation and service level attainment for satisfactory resolution of issues.
• Supervise up to 10 support analysts, carrying out supervisory responsibilities in line with company policies and applicable laws.
• Oversee the deployment, configuration, and support of end-user devices, including PCs, laptops, tablets, smartphones, and peripherals. Collaborate with procurement for hardware lifecycle management and vendor coordination. Experience with Microsoft InTune preferred.
• Manage tasks and projects to meet schedule and budget requirements, while maintaining high-quality support standards.
• Conduct system analysis to identify solutions to complex technical problems, providing guidance for escalated issues.
• Collaborate with other departments and the user community to solve problems and coordinate interdependent activities.
• Provide guidance and input for budgeting and maintaining company assets related to IT support.
• Establish and communicate team objectives, priorities, and performance goals.
• Identify opportunities for procedural and process improvements within the support center and implement changes to enhance efficiency.
• Conduct employee development activities, including training, performance reviews, and, if necessary, disciplinary actions.
• Lead and participate in ITSM processes, including Critical Incident Management (CIM), Root Cause Analysis (RCA), and Problem Management, to improve service quality and reduce recurring issues.
• Oversee vendor and contractor work to ensure quality service is being provided.
• Familiarity with ticket system: could include ServiceNow, Jira, Freshworks or ManageEngine.

Qualifications:

• College degree in computer related field or equivalent experience.
• Minimum 3 years of experience in information processing.
• Minimum 2 years personnel/project management /technical customer support experience.
• Work effectively in a team environment.

Scope Data:

• Supervise up to 10 support analysts.
• Carries out supervisory responsibilities in accordance with ISBA policies and applicable laws.
• Scope includes planning, assigning, and directing work; addressing complaints and resolving problems.

Work Environment:

• Ability to sustain posture in a seated position for prolonged periods of time.
• Regularly required to use hands to grasp or handle, talk and hear, stand and walk.
• Travel: Minimum five trips per year.
• Five days a week in the office.
• Microsoft 365 (Active Directory, Entra ID, Office Suite, Teams)
• Specific vision abilities include close vision, depth perception and ability to adjust focus.
• Ability to occasionally lift and/or move 10+ lbs.
• Office environment but may be exposed to moving equipment mechanical parts, fumes or airborne particles; toxic or caustic chemicals.
• Prolonged use of personal computer & telephone.

Note: We do not accept resumes from headhunters, placement agencies, or other suppliers that have not signed a formal agreement with us.

Interstate Batteries provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, gender, sex, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Interstate Batteries complies with applicable state and local laws governing non-discrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Interstate Batteries expressly prohibits unlawful discrimination on the basis of age, race, color, religion, creed, sex, gender (including pregnancy, childbirth, breastfeeding or related medical conditions), sexual orientation, medical condition, genetic information, national origin, ancestry, disability (mental and physical), marital status, military status, veteran status, citizenship or any other characteristic protected under applicable local, state or federal law.

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