Manager End User Services
Company: OpenGov
Location: San Jose
Posted on: March 19, 2023
|
|
Job Description:
Imagine yourself here!
OpenGov is a mission driven fast-growth, Series D, venture backed
startup (includes Andreessen Horowitz, Formation 8, and Emerson
Collective). Our Board of Directors includes iconic Silicon Valley
executives John Chambers (former Cisco Chairman and CEO) and Marc
Andreessen (Time Magazine's list of the 100 most influential people
in the world).
OpenGov is the leader in modern cloud software for local
governments and state agencies. We have surpassed 1,600+
governments (and growing fast!) using our products in our mission
to power more effective and accountable government.
OpenGov is a 2022 Top Workplaces USA award winner and a Forbes 2022
America's Best Startup Employer!
The IT End User Services Manager will lead a global support team
and ensure fast, friendly, and helpful technical assistance. This
hands-on manager will define and ensure processes are followed for
service desk, knowledge, incident, problem, and asset management.
The End User Services Manager is both a technical resource and a
leader, providing clarity in expectations, creating energy around
work by explaining big picture importance, and delivering on
commitments across the organization.
Responsibilities:
*Build a world-class support team that knows how to prioritize
work, grow their careers, and provide quality solutions*Lead the
day-to-day operations and priorities of the End User Services team,
making sure requests are handled in an efficient and friendly
manner*Provide leadership around the data we maintain and leverage
in our processes*Ensure our data is accurate and usable, including
items such as accurate software and hardware inventory to ensure
compliance reports are generated, reviewed, and approved in a
timely manner*Rollout process improvements and automation
opportunities to keep improving service levels*Develop and deliver
standard reports to highlight the most relevant metrics across the
team and use the data to drive improvements*Provide best in class
video conferencing experiences for remote and in-office employees.
Deploy and support easy to maintain and use network and AV
equipment in our remote offices*Manage the end user equipment
lifecycle, from budgeting to imaging and deployment, to
reclamation, refresh, and recycling*Manage vendor relationships
with key service providers, such as SHI, BITS, and CDW*Develop
strong relationships across OpenGov and serve as an escalation
point for employees seeking technical assistance in-person, over
chat, and over email*Perform advanced remote and in-person
troubleshooting of both hardware and software through diagnostic
techniques and pertinent questions*Lead projects to ensure
successful implementation of new systems and upgrades to existing
systems*Provide training to end users on IT systems via open office
hours, one on one sessions, and recorded videos
Requirements and Preferred Experience:
*5+ years previous experience as an IT support technician or
technical support role required*Experience in a senior technical
role providing technical mentorship or management experience
leading at least 4 teammates*Tech savvy with advanced knowledge of
OSX, Windows, iOS, and Android required*Experience working with
Okta and an understanding of modern Identity Management processes
and protocols required (SCIM, SAML, OAuth)*Working knowledge of
Google Apps, Office 365, and Atlassian preferred*Functional
experience working in an agile environment preferred*Hands on
approach to problem solving required*A team player attitude,
working across organizations to continue improving the way*Positive
mindset and growth attitude required*Knowledge of ITIL and ITSM
concepts*Technical certifications (CCNA , MTA, MCSA) preferredWhat
makes OpenGov unique
Leadership: CEO Zac Bookman (MPA from Harvard and JD from Yale) is
truly a mission-driven CEO. He was named one of the 100 most
Intriguing Entrepreneurs by Goldman Sachs, a Tech Pioneer by the
World Economic Forum, and SF and Silicon Valley Business Times' 40
under 40 class of 2018!
Funding: Over $250 million, Series D company, from top tier
investors including Andreessen Horowitz, 8VC, Cox Enterprises, and
Emerson Collective.
Board of Directors: Includes iconic executives John Chambers
(former Cisco Chairman and CEO), Marc Andreessen (Time Magazine's
list of the 100 most influential people in the world), Katherine
August-deWilde (Vice Chair of First Republic Bank), and Amy
Pressman (co-founder, former president, and a current board member
of Medallia).
Growth: Record breaking growth with 1,600+ governments (and
counting) using our products and seven acquisitions in the past six
years! Click here to read more.
Culture: Winner of Forbes 2022 Best Startup Employers, Winner of
2022 Top Workplaces USA award, 50 Best Workplaces award. Check out
our Careers Video!
Perks: 90% paid Medical/Dental/Vision premium for employees, fully
paid Life and Short/Long term disability insurance, Unlimited PTO,
Parental Leave policy, monthly fitness stipend, anniversary awards,
and more!
Product: Named to the GovTech 100 (seven consecutive years), we are
the leader in cloud software for our nation's cities, counties, and
state agencies.
Mission Driven: We are a technology company with a passion for the
mission. We're powering more effective and accountable
government.
Come join us and make a positive social impact!
OpenGov is an equal opportunity employer. All applicants will be
considered for employment without attention to race, color,
religion, sex, sexual orientation, gender identity, national
origin, veteran or disability status.
Keywords: OpenGov, San Jose , Manager End User Services, Executive , San Jose, California
Click
here to apply!
|