Sr Manager End User Computing Zoro

Senior Manager, End-User Computing

The Senior Manager, End-User Computing, is responsible for setting the strategic direction for Zoro's end-user technologies and internal business systems and leads the team that selects, deploys, and manages these tools. The scope of end-user technologies encompasses the tools Zoro team members need to do their jobs. The team provides services to support PC/Mac hardware & software, mobile devices, and tablets; VoIP phone systems; call center technologies; video conferencing & collaboration tools/platforms; identity management platforms; HRIS & Financial systems. The scope of the user base includes three office locations, Buffalo Grove, IL, Chicago, IL, and Janesville, WI, as well as remote team members.

The End-User Computing team includes system administrators, desktop support engineers, and service desk analysts. The Senior Manager's organizational duties will consist of the recruiting and selecting personnel into this team; managing resource demand, capacity, and scheduling; staff performance management, and professional development.

The Senior Manager, End-User Computing, will work with the broader IT and business organizations within Zoro to identify and deliver productivity solutions. Additionally, they will serve as a subject matter expert in end-user computing technology, manage governance and compliance to corporate standards & policies, and drive the team's focus on delivering excellent customer experience.

Duties and Responsibilities:

• Proactively seek opportunities to improve Zoro's end-user technologies to increase employee productivity, efficiency, and satisfaction
• Define and articulate Zoro's end-user computing strategy & road map
• Establish metrics to measure efficient use of existing systems and resources
• Monitor team performance to ensure service levels and expectations are being met
• Monitor ongoing individual staff performance, identifying and effectively communicating opportunities for improvement
• Provide leadership/support to ensure projects are staffed appropriately and timelines are met
• Actively manage End User Computing service catalog
• Actively manage End User Computing knowledge base and system documentation
• Prioritize and assign day-to-day end-user support issues/tasks
• Coordinate the setup and deployment of computer workstations, related peripherals, software installation, and user access provisioning
• Prioritize and assign user access provisioning to corporate systems in compliance with PCI and SOX audit requirements
• Accountable for maintaining and managing the inventory of Zoro's end-user hardware and software assets
• Function as the primary point of contact for management and key users on urgent issues (Including off-hour support)
• Identify and implement opportunities for process improvement
• Lead team efforts for medium/large projects or internal initiatives
• Collaborate effectively with peers in the larger Technology Operations organization
• Travel will be required occasionally to interact with end-users and team members at Buffalo Grove IL, Chicago IL, and Janesville, WI locations.

Requirements:

• BS/MS degree in a technical or engineering field, Computer Science/Computer Engineering preferred, or equivalent work experience or military experience
• 5+ years of computer hardware and software support experience in an enterprise environment
• Minimum 2 years of experience managing/leading operational support teams
• Maintain a strong point of view around end-user computing technology, strategy & industry trends
• Excellent people skills with the ability to handle difficult situations
• Ability to take charge and act independently within scope of responsibilities
• Ability to train, mentor, and develop team members
• Keen attention to detail, with a commitment to follow through and follow-up
• Must be able to communicate effectively with technical and non-technical audiences and interact with all types of audiences, including technology, business, management, and executive management
• Must be a self-starter with the ability to both work independently and in a collaborative team environment
• Excellent computer skills with Google Workspace and Google collaboration technologies
• Experience supporting mobile devices and video conferencing systems
• Expert level of knowledge of service desk policies and procedures
• Technical certifications (CompTIA A+, MCP, etc.) preferred

Zoro Values and Inclusive Culture:

We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. It's a natural extension of our company culture and how we care for each other. We believe when we act in ways that are consistent with these values, we can solve any technical challenge that lies ahead of us. As a Zoro employee, you can expect to work with smart, energetic people, learn something every day, and be valued for your perspective. Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued. Zoro aims to empower all employees to learn about, raise awareness, and promote diversity and inclusion through all of our workplace interactions.