Arcosa, Inc. is seeking a Senior Manager of End User Computing in our Dallas, TX headquarters. Reporting to the Director of IT Infrastructure and Operations, the Senior Manager of End User Computing is responsible for the daily management and operations of all end-user computing environments, including desktop experience, collaboration tools, and corporate domain applications. Responsibilities also include the design, architecture and management of the end user computing platform and applications, developing and maintaining technology standards based on industry best practices, managing a technology roadmap, and proposing and developing new solutions based on business strategy. This position will work with the broader IT and business organization to deliver solutions, serve as a subject matter expert in end user computing technology, manage governance and compliance to the standards, and drive focus on delivering an excellent customer experience. Organizational duties will include hiring of personnel, managing resource demand and capacity, staff performance management and talent development.
Arcosa, Inc. (NYSE: ACA) is a growth-oriented manufacturer and producer of infrastructure-related products and services. The company has businesses with leading positions in construction, engineered structures, and transportation markets with annual revenues near $2B.
Responsibilities:
Manage the engineering of the desktop hardware, native and virtualized Windows operating systems (on-prem and in cloud). Ensure interoperability across a wide range of company issued and BYOD devices including use of Citrix ADC/XenApp, AirWatch, and MFA.
Continue Arcosa’s evolution into a modern Microsoft ecosystem leveraging M365/O365 with Teams, Outlook, OneDrive, SharePoint and the Office productivity suite being delivered from the cloud.
Engineer, secure and automate the collaboration tools for the enterprise (Teams, Zoom, WebEx) as well as maintain business community specific tools and maintaining compliance.
Oversee and manage all activities related to assigned ITSM tasks and initiatives including planning, prioritizing, coordinating with process leaders, and resolving issues as they arise.
Develop and Manage the inventory of software, hardware, and desktop images deployed to the end user community by driving IT support partners and staff to provide detailed reporting.
Engage with and understand the end-user community, perform customer segmentation analysis, and develop solutions tailored to the needs and priorities of our various users.
Develop and deliver end-to-end user experiences to improve user satisfaction and productivity.
Proactively seek and communicate opportunities for improvement in both the operational and customer satisfaction aspects of the client service function.
Develop and manage a catalog of end-user computing platforms and applications and perform life cycle management for those platforms and applications.
Identify technologies which will reduce cost or improve efficiency.
Establish metrics to measure efficient use of existing systems and resources required for KPI and IT Operational Metrics reporting.
Provide leadership/support to ensure projects are staffed appropriately and timelines are met.
Monitor ongoing staff performance and identify and communicate opportunities for improvement and work closely with staff to ensure proper escalation of technology issues.
Document assigned business process flows and use-case scenarios.
Create and maintain a standards catalog which lists all core end user device platform standards and/or services provided by Desktop Engineering.
Manage technology roadmap and solutions development and take a structured approach for implementing new or revised capabilities based on business strategy.
Provide team with written requirements definitions for aspects of assigned project.
Additional responsibilities as assigned by leadership.
Requirements:
Bachelor's degree (CSC, CE or MIS) or higher strongly preferred or equivalent experience in a related field.
7 or more years of related and progressive experience combining IT delivery, operations, and service management.
Demonstrated expertise in ITIL, ability to establish vision, drive organizational change and deliver positive results in an IT operations environment is required.
Proven ability to facilitate cross-functional teams to develop, document and improve processes.
Experience in implementing a structured approach and process to IT service delivery and support within a corporate environment.
Experience developing and managing SLA's, key performance indicators (KPIs) and critical success factors (CSFs) for ITIL processes and various IT work environments.
Experience working with ITSM software applications, analyzing and directing improvements for business results.
Experience in developing continuous improvement programs for ITIL processes and IT services with clearly defined outcomes and success criteria.
Strong project management skills with the ability to prioritize and multi-task activities within a fast-paced environment with strong attention to detail.
PMP or other Project certifications preferred.
certified (or significant volume of ITIL v3 Intermediate certifications), with experience implementing ITIL framed processes.
Strong written and verbal communication skills, collaborative in nature.
Experience with Service Now preferred or similar ticketing system.
