FirstBank Jobs

JOB REQUIREMENTS: End User Services Manager Job Locations US-WI-Merrill \| US-WI-Wausau ID 20243446 Category Information Technology Type Regular Full-Time What you\'ll be doing: The End User Services Manager plays a crucial role in leading the support team to provide outstanding technical support services to the business. The manager oversees the End User Services team\'s daily operations, ensuring customer inquiries and issues are resolved with excellent quality of service. The role requires a strong IT service management background and aptitude for steering the team through proactive, as well as fast-paced reactive dynamics, promoting excellence and ongoing improvement. The role requires effective leadership, superior communication, and service management framework expertise, especially with ITIL, for success. The manager performs supervisory tasks, such as staffing, training, performance evaluation, and workforce planning, to cultivate a high-performing team. Engaging in IT departmental planning, they contribute to service delivery enhancement by developing and implementing comprehensive plans, processes, standards, policies, and procedures, ensuring broad adoption and strict adherence throughout the organization. This role is key in defining the service delivery experience, enhancing operational efficiency, and maintaining the highest service management standards. On any given day, you\'ll: * Organizational Leadership: o Participate in overall IT planning to strengthen and improve service delivery plans and processes. o Participate in department capital, expense, and compensation budgeting. o Develop appropriate policies and standards and ensure their adoption and enforcement. * Team Management: o Lead, mentor, and manage the End User Services team, fostering a collaborative and high-performance environment. o Oversee the day-to-day operations of the support team, including scheduling, workload distribution, and performance management. o Identify training needs and opportunities for the support team and coordinate relevant training programs. o Ensure team members are proficient in the use of support tools and methodologies. o Perform vendor negotiations, contract management, escalation, purchase request, and invoice verification. * Service Management: o Implement and maintain IT service management (ITSM) practices based on ITIL or similar frameworks. o Monitor and report on key performance indicators (KPIs) to assess the effectiveness of support services and identify areas for improvement. * Service Delivery: o Provide first level support for all Church Mutual systems and applications. o Ensure the efficient delivery of IT... For full info follow application link. Church Mutual is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. ***** APPLICATION INSTRUCTIONS: Apply Online: ipc.us/t/F96772823C974491