Positions

Manager, of IT Employee Experience - 13700

Woodland Hills, United States

The Manager, Employee Technology is responsible for overseeing BlackLine’s global Service Desk operations and managing employee technology systems.  The manager will oversee Service Desk staff, measure KPIs and conduct performance & customer satisfaction reporting.  In addition to overseeing Service Desk Operations, the manager will own systems, hardware, processes and software related to end users, asset management, and the employee lifecycle. The manager will work closely with the Systems & Infrastructure team for implementation of such systems and then handle operational management for such systems.

Responsibilities:

  • Develop, implement, execute, and track effectiveness of corporate IT processes.
  • Define, track, and report on KPIs, measuring team & individual performance
  • Own a program to receive qualitative feedback regarding satisfaction and services
  • Supervise personnel and oversee staffing for the Service Desk function
  • Manage daily IT functions; allocate tasks and tickets to IT resources.
  • Maintain IT hardware and services, including Internet, remote access, telephony, messaging and conferencing, wired and wireless networks, printers and conference rooms.
  • Partner with business units to understand employee technology needs
  • Partner with systems & infrastructure on evaluation, selection, and deployment for key employee technology systems
  • In conjunction with IT Management develop tactical and strategic plans
  • Implement policies & procedures for operational management of employee technology systems
  • Manage corporate servers, workstations, laptops, software, and end-user applications including installation, patching/updating, packaging/provisioning, and on-going user support.
  • Develop service transition plans to migrate services from the systems & infrastructure team to the employee technology
  • Foster service-oriented culture within the team; provide leadership and mentoring to team members.
  • Provide IT support to local and remote end-users.
  • Perform other duties as assigned.

Qualifications:

  • Develop, implement, execute, and track effectiveness of corporate IT processes.
  • Define, track, and report on KPIs, measuring team & individual performance
  • Own a program to receive qualitative feedback regarding satisfaction and services
  • Supervise personnel and oversee staffing for the Service Desk function
  • Manage daily IT functions; allocate tasks and tickets to IT resources.
  • Maintain IT hardware and services, including Internet, remote access, telephony, messaging and conferencing, wired and wireless networks, printers and conference rooms.
  • Partner with business units to understand employee technology needs
  • Partner with systems & infrastructure on evaluation, selection, and deployment for key employee technology systems
  • In conjunction with IT Management develop tactical and strategic plans
  • Implement policies & procedures for operational management of employee technology systems
  • Manage corporate servers, workstations, laptops, software, and end-user applications including installation, patching/updating, packaging/provisioning, and on-going user support.
  • Develop service transition plans to migrate services from the systems & infrastructure team to the employee technology
  • Foster service-oriented culture within the team; provide leadership and mentoring to team members.
  • Provide IT support to local and remote end-users.
  • Perform other duties as assigned.

Manager, of IT Employee Experience - 13700

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