General Summary:
As a Manager of End User Services, you lead a team responsible for technical support and maintenance of End user infrastructure like Desktops, Workstations, Laptops, Printers, etc., Your key responsibilities include:
• Establishing, managing, and measuring quality processes for end-user hardware throughout its lifecycle.
• Developing and documenting procedures to address IT environment-related issues.
• Working with an enterprise ticketing system, SLA reporting and maintaining regular reports.
• Ensuring compliance with company policies and regulations.
• Providing regular status updates to leadership and handling complex technical escalations.
• Collaborating with both your team and other teams to complete project works.
• Communicating effectively through verbal and written channels, including email and direct conversations.
• Managing team performance by discussing ongoing and future projects, identifying growth opportunities, and evaluating performance metrics.
• Promoting a shared vision within the team and fostering a collaborative environment.
• Coaching and mentoring team members, assigning development tasks, and setting performance expectations.
• Partnering with stakeholders to define system specifications and business requirements.
• Allocating work based on employee availability and skill sets.
Level of Responsibility:
• Working independently with minimal supervision.
• Providing guidance to direct reports.
• Conveying complex information verbally and in writing to individuals with limited subject knowledge.
• May involve negotiation, influence, cooperation, tact, and diplomacy.
• Managing a small budget.
• Completing multi-step tasks with effective planning and prioritization.
• Exercising creativity when drafting original documents, imagery, or work products within established guidelines.
Minimum Qualifications:
Education and Certifications:
• Bachelor’s degree in computer science, technical, engineering, or related fields.
• Relevant certifications such as ITIL, PMP, MCSE, CISSP, etc.
Skills:
• Proficient in managing technology solutions.
• Familiarity with planning processes and techniques.
• Knowledge of commercial desktop tools and service management systems.
Experience:
• Over 10 years of IT-related work experience, including 4+ years leading projects/programs.
• Enterprise-level desktop support experience and managing multi-site teams.
• Hands-on expertise in service delivery, service centers, Offshore Development Center Infrastructure support, and IT hardware deployment.
Education and Certifications:
• Bachelor’s degree in computer science, technical, engineering, or related fields.
• Relevant certifications such as ITIL, PMP, MCSE, CISSP, etc.
Skills:
• Proficient in managing technology solutions.
• Familiarity with planning processes and techniques.
• Knowledge of commercial desktop tools and service management systems.
Experience:
• Over 10 years of IT-related work experience, including 4+ years leading projects/programs.
• Enterprise-level desktop support experience and managing multi-site teams.
• Hands-on expertise in service delivery, service centers, Offshore Development Center Infrastructure support, and IT hardware deployment.
Applicants: Qualcomm is an equal opportunity employer. If you are an individual with a disability and need an accommodation during the application/hiring process, rest assured that Qualcomm is committed to providing an accessible process. You may e-mail disability-accomodations@qualcomm.com or call Qualcomm's toll-free number found here. Upon request, Qualcomm will provide reasonable accommodations to support individuals with disabilities to be able participate in the hiring process. Qualcomm is also committed to making our workplace accessible for individuals with disabilities. (Keep in mind that this email address is used to provide reasonable accommodations for individuals with disabilities. We will not respond here to requests for updates on applications or resume inquiries).
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