End User Services Support Manager

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.

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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.