Manager of Tech User Services

Overview

Allspring is seeking an on-site Manager of Technical User Services. This position currently manages a team of five engineers designing, recommending, engineering, delivering and supporting services targeting our technical community. Services include, but are not limited to Data Orchestration, Observability, Fabric & Power Tools, and the Atlassian Suite. Data Orchestration enables the flow of data into, out of and around the Allspring enterprise. Observability provides visibility into the operational health of Allspring technical systems and automates alerts based on appropriate thresholds. Fabric & Power Tools enables and controls reporting and AI visibility into data across the Allspring enterprise. The Atlassian Suite leverages Confluence to enable knowledge management, JSM to enable IT Service Delivery, and Jira to enable project management. The Technical User Services team is empowered to create additional services based on the needs of the technical user community.

The Manager of Technical User Services will understand the needs of Allspring's technical community, set strategic vision for the team and shape the team's service offerings to meet the needs of the technical community. This position will handle all managerial responsibilities of the team including staffing, goal setting, career development, performance management, and compensation management. As a manager in the Technical Operations team, this position will serve on the Incident Management team, leading technical teams in the timely resolution of major incidents and crises in accordance with Allspring Major Incident processes and Return to Operations and Recovery Point Objectives targets.

This position reports to the Head of Technical Operations and serves alongside the Manager of Core Cloud Services and the Service Delivery Manager.

We currently operate in a hybrid working model, whereby you will be required to work in-office 4 days per week.


Location(s): Charlotte, NC or Milwaukee, WI

Responsibilities

• Design, recommend, engineer, deliver, administer and support services to support the Allspring technical user community. The Allspring technical user community primarily consists of developers, technical operations, AI enablement, and information security.
• Create technology patterns to enable other teams to deliver and support your services or leverage your services to build other services. You will remain the escalation point and owner of your services.
• Develop relationships across the Allspring technical community to understand the community's needs. Leverage this understanding to evolve existing services and develop new ones.
• Develop, communicate and execute annual plans to improve existing services and create new ones.
• Manage all tools required to deliver your services including ensuring fit for use approval, security approval, budget and licensing. Ensure budgetary needs are reflected in annual budget plans. Ensure license allocation is appropriately managed.
• Manage incident and service request case load in accordance with defined SLAs.
• Ensure compliance with Change Management and InfoSec policies.
• Participate in the Incident Manager on-call rotation and respond to escalated incidents including major incidents and crises. This is a 7x24 responsibility when on call.
• Ensure the team's on-call rotation is managed appropriately and that the team is available for case escalation, including Major Incidents and Crises. This is a 7x24 responsibility.
• Set and manage goals for the team and individual team members. Provide regular performance feedback to the team and individual team members. Manage individual compensation including salaries and bonuses. Help team members manage their careers. Manage disciplinary actions as necessary. Recruit as required.
• This is a hands-on position that may require the manager to periodically take on engineering, administration and support duties.

Qualifications

Required Qualifications

• 2+ years' experience managing technical teams.
• 2+ years defining and delivering technical services.
• 2+ years running technical operations.
• Experience building and running technical solutions in cloud environments including AWS, Azure, M365 and SaaS offerings.
• Bachelor's degree in Information Technology or equivalent experience.
• Capacity to prioritize, complete, and resolve issues in a fast-paced setting.
• Excellent verbal, written, and interpersonal communication skills.
• Remain in stationary position for prolonged periods of time
• Operate computer programs and software
• Ability to communicate effectively with audiences in person and in electronic formats
• Day-to-day contact with others (co-workers and/or public)
• Ability to work in a collaborative business environment in close quarters with peers and varying interruptions.

Preferred Qualifications

• 2+ years' supporting technical user communities
• 2+ years' managing budgets
• Experience with data unification and orchestration tools such as Fabric, AutoSys, and GoAnywhere.
• Experience with Microsoft Power Tools including Power BI, Power Automate, Power Apps.
• Proficient in Microsoft Office Tools.
• Strong attention to detail and organizational skills

Please note : This position does not offer sponsorship for employment visas. Applicants must be legally authorized to work in The United States without sponsorship now or in the future.

Compensation

Base Pay Range: $150,000 - $175,000

Actual base salary may vary based upon, but not limited to, relevant experience, time in role, base salary internal peers, prior performance, business sector, and geographic location. In addition to base salary, the competitive compensation package may include, depending on the role, participation in an incentive program linked to performance (for example, annual discretionary bonus programs, or other annual or non-annual incentive or sales plans.)

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Disclosure

We are an Equal Opportunity/Affirmative Action Employer. We consider all qualified applicants for employment regardless of age, race, color, national origin, sex, religion, veteran status, disability, sexual orientation, gender identity, or any other protected status