Newport Group Director, End User Computing in United States
Newport Group is a leading provider of retirement plans, insurance, and consulting services. We help companies offer their employees a more secure financial future by offering comprehensive plan solutions and consulting expertise to plan sponsors and the advisors who serve them.
Responsible for defining and delivering the programs to enhance and enable productivity through delivery of support services, computing and mobile devices, communications technologies, and all related processes across all locations nationally. Perform duties to execute the installation, maintenance, upgrade, and inventory of the company’s end-user computing resources. Train and assist users when necessary, within the limits of standard or accepted practice. Provide data, statistics, and technical details to IT Management with recommendations on how to support improvements to existing systems and/or the adoption of new technology to assist the company in meeting current and future business objectives. Assist with other technology initiatives and issues as directed.
The Director, End User Computing will:
Provide day-to-day management and training of the IT Services nation-wide team
Respond to escalation issues raised from end-users, and communicate with those users and business leaders on the resolution
Ensure compliance with all company policies and departmental technical controls for service delivery. Ensures evidence of compliance is collected and catalogued consistently, in support of internal and external audit requests
Monitor and assign incoming IT tickets to IT Services team-members, and reassign ticket to Infrastructure or Application Support when appropriate
Assist in identifying chronic technology issues, and in preventing reoccurrence to the extent practical
Assist with deploying new technology as well as the proper decommissioning of old technology resources
Identify areas of improvement with team dynamics, service delivery, or inventory shortcomings, provide recommendations on resolving those shortcomings, and implement the recommendations when appropriate.
Stays abreast of the latest technology trends and makes recommendations, including business case, with respect to potential utilization of these products and services, in order to create efficiencies, reduce cost, or provide a better product to end-users
Ensure installed base of IT equipment receives appropriate preventative maintenance as well as corrective service from approved providers
Oversight of Security Controls related to end user computing services, processes, and equipment
Provide accurate data required for maintaining hardware, software, and services inventories
Provide afterhours and weekend support as needed. Travel to other Newport locations to implement IT projects and/or provide IT support coverage when required
You are the right person for this role if:
Bachelors degree in Computer Science, other related technology or engineering discipline, or equivalent experience
Seven years or more of IT Management and related technology support in a business setting
Extensive experience with Microsoft operating systems and layered applications.
Demonstrated logic and troubleshooting ability with respect to information technology systems and related problems
Solid working knowledge of ITIL framework and its applicability within the enterprise
Excellent knowledge and demonstrated experience in the key aspects of infrastructure, security, unified communications and cloud services
Mature decision-making experience, especially when weighing risk/reward scenarios that could impact client satisfaction and/or system downtime
Ability to actively listen and build collaborative, trusted business stakeholder relationships
Ability to routinely work independently, but also perceiving when to request assistance from teammates and/or outside service providers
Team Player with proven ability to work across organizational and geographic boundaries
ITIL Foundations certification recommended