Manager, End User Support

Come join our growing End User Services team.

WEX Inc. is a leading and growing global provider of payment processing, information management and fleet card payment solutions.

We hire people who share our passion for continuous innovation and client service that is unparalleled in the industry.

Come be part of WEX today! Great Place To Work-Certified.

PRIMARY DUTIES:

The successful candidate serves as WEX's global manager, responsible for managing the day-to-day technology operations and activities of WEX's End User Support Team. This person must have a customer service focus and possess a strong understanding of information systems, business processes, key drivers and measures of success. Possesses knowledge and experience leveraging both IT solutions and business process improvements and a passion for continuous improvement.

Duties and responsibilities include:

* Lead the day-to-day activities of a team of IT professionals who provide technical support to WEX's end user computing environment

* Ensure the unit is staffed and trained appropriately to address all incidents and service requests within pre-defined SLA/XLA targets

* Plan, schedule and monitor work activities in order to meet time and quality targets

* Manage ticket flow, volume and backlog. Monitor trends; develop and execute operational correction plans

* Collaborate with peers in the organization to ensure operational alignment

* Drive Incident Management and Problem Management efforts for issues relating to the end user environment

* Act as the primary point of end user contact for escalations, communications, VIP requests, etc.

* Grow relationships with business leaders and users at all levels in the organization; solicit feedback from business leaders to ensure IT service delivery is exceeding expectations

* Prepare concise and timely updates for multi-channel end user communications

* Develop and manage SLAs/XLAs that align with business unit needs, accountable for achieving SLA/XLA commitments and customer satisfaction; develop and deliver monthly service reviews

* Provide regular reports and statistics on progress, issues, improvements and pipeline

* Manage services within budget guidelines, developing cost control measures as necessary; provide input into budget with regards to hardware and software upgrades, consumable items and peripherals

* Serve as a liaison with infrastructure teams to ensure activities are managed with the least impact to the user community

* Drive continuous improvement through automation, self-service and knowledge base growth to decrease incident volumes

* Responsible for development and performance of staff

* Lead technical projects, including technology improvements, office refreshes/new office build-outs, mergers/acquisitions, infrastructure upgrades, large application deployments, process changes and enhancements

* Collaborate with EUC Engineering Team to identify improvement opportunities and address recurring problems

* Implemental and manage All Hands Support program and rotation

* Work under general direction within a clear framework of accountability

* Perform other duties as assigned

EDUCATION:

* Bachelor's degree in Computer Science or Management Information System

EXPERIENCE:

* Previous Customer Service experience required

* 3-5 years in a technical role

* Minimum of 2 years of experience in a technical management or technical lead position

* ITIL certification preferred

REQUIRED SKILLS AND ABILITIES:

* Excellent customer service and interpersonal skills; professional demeanor

* Excellent organizational and time management skills

* Excellent oral and written communication skills

* Strong attention to detail

* Strong time management / prioritization skills

* Ability to maintain constructive cross functional working relationships

* Ability to articulate (written and verbal) complex technical topics clearly

* Ability to handle multiple tasks concurrently

* Willingness and ability to act as project/team lead for team projects as needed

* Demonstrated problem-solving skills; Identifies and resolves complex technical, operational and organizational problems

* Demonstrated working knowledge of moderately complex hardware and software products and problem solving/troubleshooting skills

* Broad range of network and desktop knowledge including MAC, Windows 7, Windows 10, Office365, Microsoft Office Professional Suite (2007, 2010), G Suite

* Develops people to meet both their career goals and the organization's goals

TRAVEL REQUIRED

* Full travel mobility required with ability to travel to other locations as needed

WORK HOURS AND CONDITIONS :

* Primary work hours 8:00 a.m. to 5:00 p.m., Monday - Friday. Must be willing to work nights, weekends and on call as necessary.

* Additional hours as required by project schedules or management

* The selected candidate for this position will be required to pass a background check

At WEX, we reward innovation, hard work and excellence.

Benefits include:

* 401(k) Plan

* Adoption Assistance

* Bonus Plan

* Dental Insurance

* Dependent Life Insurance

* Employee Assistance Program

* Employee Referral Award Program

* Expedition - WEX's Sabbatical Program

* Extended Parental Leave

* Flexible Spending Accounts (Medical and Dependent)

* Health Insurance

* Life Insurance/AD&D

* On Site Fitness Facility in South Portland location

* Pet Insurance

* Paid Time Off(PTO)

* Short- and Long-Term Disability Programs

* Tuition Reimbursement

* Vision

Equal Opportunity Employer/Vets/Disability

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