Manager, IT End User Support
Hermosillo, Sonora, Mexico
hace 8 horas

About Conduent

Through our dedicated associates, Conduent delivers mission-critical services and solutions on behalf of Fortune 100 companies and over 500 governments creating exceptional outcomes for our clients and the millions of people who count on them.

You have an opportunity to personally thrive, make a difference and be part of a culture where individuality is noticed and valued every day.

Job Description

Job Track Description :

  • Requires broad technical expertise and company / industry knowledge.
  • Accountable for program management functions.
  • Assists others in achieving goals.
  • Manages performance appraisals and pay reviews.
  • Manages training for 3 or more employees.
  • Manages hiring and termination actions.
  • General Profile

  • Accountable for team performance and results.
  • Manages professional employees and / or supervisors.
  • Adapts plans and priorities based on resource and operational challenges.
  • Acts based on policies, procedures.
  • Receives guidance from managers.
  • Provides technical guidance to employees, colleagues, and customers.
  • Functional Knowledge

  • Applies concepts from prior experience in the field.
  • Has growing knowledge of other disciplines.
  • Business Expertise

  • Translates strategy and priorities into work product.
  • Impact

  • Positively impacts the level of service.
  • Impacts the team’s ability to meet quality, volume, and timeline targets.
  • Guides based on policies, resource requirements, budgets, and business plans.
  • Leadership

  • Builds team engagement to meet service and operational challenges.
  • Provides recommendations for OT, operational expenses, and rollup data.
  • Problem Solving

  • Resolves technical, operational, and organizational problems.
  • May take part in solving problems across a matrix.
  • Interpersonal Skills

  • Guides and influences internal and external customers, or agencies.
  • Responsibility Statements

  • Provides direction for on-site techs.
  • Interfaces with other technical towers to assist local site requests.
  • Validates that tickets are being assigned and worked in appropriate timeframes.
  • Provides onsite end-user support.
  • Installs applications.
  • Manages hardware / software installations and troubleshooting.
  • Provides and directs onsite smart support to other technical towers.
  • Installs and configures new hardware.
  • Manages site-level inventory.
  • Manages ticket queue for local support requests.
  • Escalates system outages or problems that will impact production.
  • Performs other duties as assigned.
  • Complies with all policies, procedures, and standards.
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