Sr Manager, IT Digital End User Experience

2 weeks ago

Shanghai, Shanghai, China Thermo Fisher Scientific Full time
Responsibilities:
  • Manage and lead a team of IT professionals responsible for end user support, helpdesk services, on site support, and user experience enhancement.
  • Develop and implement strategies to improve the end user experience and ensure maximum user satisfaction.
  • Collaborate with key stakeholders to gather feedback, identify pain points, and address end user needs and concerns.
  • Oversee the deployment, configuration, and maintenance of end user devices, software applications, and peripherals.
  • Develop and enforce IT policies and procedures related to end user support, security, and system access.
  • Monitor and analyze end user support metrics and performance indicators to identify areas of improvement and implement corrective actions.
  • Ensure timely and effective resolution of end user technical issues, including troubleshooting hardware, software, and network problems.
  • Stay up-to-date with industry trends and best practices related to end user experience, IT service management, and user-centric design.
  • Collaborate with cross-functional teams to design and implement training programs to enhance end user skills and adoption of IT systems.
  • Manage vendor relationships, negotiate contracts, and evaluate third-party solutions to meet end user needs and expectations.

Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field. A master's degree is a plus.
  • Proven experience in managing end user support and IT service management in a complex IT environment.
  • Strong knowledge of IT infrastructure, systems, and applications, including desktops, laptops, mobile devices, operating systems, productivity software, and collaboration tools.
  • Excellent leadership and team management skills, with the ability to motivate and develop a high-performing team.
  • Solid understanding of ITIL framework and best practices for service delivery and support.
  • Strong analytical and problem-solving skills, with the ability to identify and address end user issues effectively.
  • Excellent communication and interpersonal skills, with the ability to collaborate with stakeholders at all levels of the organization.
  • Project management skills, with the ability to prioritize and manage multiple initiatives simultaneously.
  • Knowledge of user-centric design principles and methodologies.
  • IT certifications such as ITIL, CompTIA A+, or Microsoft Certified Solutions Expert (MCSE) are desirable.

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