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IT Manager - User Experience

Company: Company Confidential
Location: Attleboro
Posted on: June 25, 2018

Job Description:

The IT User Experience Manager role is a key individual on the Information Technology Leadership team. This person needs to establish strong relationships within the organization and be a very visible partner to the Business Units at Sensata. This includes the responsibility of managing all procedures related to the identification, prioritizing, and resolution of end user service requests and incidents, including the monitoring, tracking, reporting, analysis and coordination of essential functions. The IT User Experience Manager provides coaching and management of both strategic and tactical operations for service and change teams. This person will also be responsible to promote and champion adoption of ITSM throughout the organization as the Information Technology department undergoes a transformation. This position will be setting up strategy for improving user satisfaction with all services provided by Information technology team. This role will be responsible to serve over 10K users in 15 countries worldwide. Lead the team for Service Desk, Collaboration, desktop strategies, and voice /telephony aspects of user community within Sensata. Establish standards for improving IT tools life cycle journey to maximize benefits by combining emerging trends of technologies and user needs. Define, maintain and report on SLA compliance and service metrics Oversee problem and knowledge management within established tools such as WebEx and Service Now. Manages and maintains strategic initiatives ensuring forward progress to company and departmental goals Design and enforce request handling and escalation policies and procedures Provide timely communication to company and leadership of business impacting outages Track and analyze trends in Service Desk requests, incidents and changes, working with appropriate departments to bring about problem resolution and root cause analysis Develop strategy for end user computing and improved user experience Identify, recommend, develop and implement end user training programs to increase self-sufficiency and satisfaction Assist in project design and scope of work creation for project Project implementation - Ability to serve as technical lead resource for various projects Perform other duties as assigned Qualifications Bachelor's degree in Computer Science or Information Technology field preferred or equivalent experience ITIL Expert Certification, preferred 10 years of IT experience in service desk implementation and support in a global enterprise environment Working knowledge of a range of diagnostic utilities, and Service Desk ticketing systems Demonstrated ability to establish strategies related to end user computing Proven track record of developing and providing Service Level Agreements and Service Desk deliverables Working pro-actively and cooperatively to increase the capabilities of the support team Ability to communicate business necessity of appropriate service and change management initiatives to support audit compliance requirements, such as SOX and confirm adherence Ability to take initiative and move projects forward with limited direction Detail-oriented with the ability to work in a fast-paced environment Ability to host ad hoc, and recurring meetings with leadership, and technical support teams Strong interpersonal skills and ease with building/establishing rapport with an array of people and teams Professional demeanor, goal-oriented, self-motivated, creative, flexible and adaptable to new situations Ability to accommodate some travel - Our employees are the reason we have been successful in the past and the reason we will be successful in the future. Employees' skills, talents and work ethic have defined the business and will shape our collective future. Our Vision is to be: A world leader and early innovator in mission-critical sensors and electrical protection Satisfying the world's growing need for safety, energy efficiency and a clean environment A partner, employer, and neighbor of choice NOTE: If you are a current Sensata employee (or one of our Affiliates), please back out of this application and log into Workday via the Company Intranet to apply directly. Type FIND JOBS in the Workday search bar. SDL2017

Keywords: Company Confidential, Attleboro, IT Manager - User Experience, Executive, Attleboro, Massachusetts

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