End User Services Support Manager

Date: Mar 28, 2024

Location: Shelton, CT, US, 06484-4300

Company: Hubbell Incorporated

Job Overview

In this role the End User Services (EUS) Support Manager / HQ Site Leader will be focused on leading end user technical support at Hubbell’s world headquarters in Shelton, CT. Responsibility for overseeing IT support for a diverse workforce including much of the company’s top leadership, requiring an intense focus on customer service. This role requires a strong technical background, leadership skills, project management experience, and the ability to effectively communicate complex technical concepts to non-technical stakeholders.

#LI-SL1

A Day In The Life

  • Lead, manage, innovate, and manage service delivery initiatives for the entire Hubbell organization, including but not limited to technology adoption, PC delivery & Support, L1 Service Desk, and L2 On Site Support.
  • Identify and implement process improvements to streamline user experience, productivity, operational efficiency, performance, reliability, cost, and security of Hubbell’s EUS environment.
  • Provide front-line IT support to users at all levels including executive leadership.
  • Diagnose and resolve hardware and software issues for end-users, including desktops, laptops, printers, and other peripherals.
  • Collaborate with other IT team members to resolve complex technical issues.
  • Lead & manage the team of L2 technicians to deliver world-class service.
  • Ensure timely and effective resolution of IT support tickets.
  • Lead on-site IT projects, ensuring they are completed on time and within budget.
  • Lead and administer Device as a Service Program ensuring MSP delivery.
  • Create ITSM knowledge articles and related documentation and resources to assist users in resolving common issues independently.
  • Drive continuous service improvement to the EUS service catalog to improve user experience.
  • Collaborate with cross-functional teams to achieve project goals.
  • Provide support for audio-visual equipment during meetings and presentations at the Shelton HQ location.
  • Occasional travel including but not limited to other Hubbell sites may be required to support projects.
  • Build and maintain strong relationships with key stakeholders.

What will help you thrive in this role?

  • Minimum of 12 years of experience in IT infrastructure, with at least 5 years in an EUS leadership position.
  • Demonstrated experience instituting and utilizing ITIL practices (Incident, Service Request, Change, Problem, Knowledge, and Configuration (CMDB) to deliver and manage quality IT services.
  • Demonstrated experience leading IT Infrastructure programs & projects, preferably within the EUS tower.
  • Excellent communication and facilitation skills that have been leveraged to drive change and successfully deliver significant IT programs. Ability to communicate across all levels of the organization, technical and non-technical audiences, to convey complex IT information in a clear and concise fashion.
  • Proven experience in a similar IT focused support role.
  • Demonstratable enterprise end user technology experience.
  • Strong knowledge of IT systems, networks, and security.
  • Excellent problem-solving and troubleshooting skills.
  • Ability to focus with attention to detail.
  • Excellent written and verbal communication skills.
  • Customer-focused with a service-oriented mindset
  • Strong sense of ownership, urgency, and drive.
  • Committed and flexible team player.

Technical Competencies

  • Strong knowledge of Windows and Mac operating systems.
  • Knowledge of MS Office Applications and Teams collaboration tool.
  • Familiarity with hardware components, software applications, and troubleshooting techniques.
  • Project Management certification or demonstrated experience preferred.
  • ITIL Foundation v4 certification preferred.
  • Microsoft certification or demonstrated experience preferred.

Education

  • Bachelor's degree in Computer Science, Information Systems, or applicable experience required.
  • Certifications such as CSIM, ITIL, Microsoft MCSA, CompTIA Network+, Project+, or equivalent are a plus.

Hubbell Incorporated

 

Hubbell creates critical infrastructure solutions that power our customers, communities, people and the planet. Our company is strategically aligned around enabling grid modernization and electrification. As more products plug in to an aging grid, Hubbell solutions enable the transition to a more reliable, resilient and efficient energy infrastructure. Founded in 1888 our innovation has made us a leading global manufacturer of high quality electrical and utility solutions enabling customers to operate critical infrastructure reliably and efficiently.

 

The company operates in two segments. Hubbell Utility Solutions (HUS) enable the grid to conduct, communicate and control energy across utility applications and Hubbell Electrical Solutions (HES) are essential to managing power across a wide range of industries and applications. Our vertical market solutions can be applied to markets including Data Centers, Renewables, Commercial Buildings, Industrial, Telecom and Transportation. Supporting both of our business segments is our corporate and Hubbell Unified Business Solutions teams that provide consistent process, tools technologies across our businesses.

 

We are committed to operating sustainably and ethically while promoting an inclusive and supportive culture for our people to grow and develop in their careers. Our employees proudly work and serve our communities from our headquarters in Shelton, CT, across the United States and around the globe.

 

Hubbell Unified Business Solutions 

 

Hubbell Unified Business Services (HUBS) provides corporate shared services to support all businesses across the enterprise. Functional areas include Engineering, Sales, Operations, Marketing, Finance, Legal, IT, Human Resources, Payroll, Environmental Health & Safety, and Compliance. HUBS employees are located around the world.

 

Hubbell Incorporated, its subsidiaries and affiliates, is an EO Employer AA: M/F/Veteran/Disability. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, sexual orientation, gender identity or any other protected class.


Job Segment: Computer Science, Project Manager, User Experience, Technical Support, Information Systems, Technology