American Standard

  • Manager - IT User Support Services

    Job Locations US-NJ-Piscataway
    Posted Date 2 weeks ago(6/29/2018 8:27 AM)
    Job ID
    # of Openings
  • Overview

    The Manager - IT User Support Services leads the IT Help Desk department and ensures world class technical support for Windows desktop, systems, applications, network, and related services for internal employees. This role is reposnible for the successful and timely delivery of helpdesk support services, assuring that end-users are provided with efficient and timely first and second level support services. 


    • Supervises information technology (IT) support staff; oversees computer system and software maintenance and repair; assists with computer equipment purchasing and installation; and maintains networks and connectivity for users.
    • Oversee timely delivery of quality technical support service to clients, who have contracted technical support service. This requires both knowledge of the software or hardware systems being supported and effective personnel management skills.
    • Develops protocols and procedures for reporting and documenting issues,  triaged, distributed, and resolved. Ensures that issue resolution is within the Service level agreements (SLA)
    • Builds Key Performance Indicators to monitor, measure and improve team’s performance to provide outstanding and beyond expectations support to our business staff members. Identify common/repeated support issues and propose/implement automated solutions to eliminate further redundant support and improve customer experience
    • Implements JIRA as the single Help-Desk System for Lixil Americas and administer all support activities around it. Define system workflows and automatic/electronic support ticket assignment based on request type and location
    • Collaborates with all IT leaders to establish SLAs, develop policies, procedures, and promote technology and services that improve work place productivity.  
    • Partners with managers and senior management across the organization with tact and diplomacy to promote effective problem-solving and productive outcomes. Resolves problem situations in a professional manner. Accurately communicates pertinent information – upwards, across, and downwards – to create a work environment that lends itself to world class customer service
    • Coordinates training and orientation for new technology users and helps them become familiar with equipment and networks
    • Ensures all users benefit from effective technology and efficient Internet access, and continually assesses needs and requirements.
    • Organizes support, troubleshooting, and repair for IT equipment and networks
    • Oversees IT support department staff (4-6), including education, training, and call center specialists
    • Collaborates closely with external support services to ensure high level support services are continuously provided to our business. Ensure vendor transitions and utilizes to our new JIRA platform as expected
    • Manages computer desktop/laptop leases and provide the business with new machines or replacements as necessary
    • Partners closely with Human Resources to manage new employee on-boarding or departures
    • Work closely with all the IT functions to ensure the support team is trained on all systems and applications
    • Collaborates with IT Change Management & Compliance team to ensure all compliance measurements are taken and security policies are followed


    • Bachelor's Degree in Computer Science/Related Field
    • Minimum of 8 years’ experience with progressive management responsibilities in a technical support role
    • Experience implementing and administering JIRA and other major service desk software
    • Hands-on experience supporting Windows 7/10, PC hardware, Office 2010/2013/2016. Experience supporting Mac OS also a plus. 
    • Expert troubleshooting skills required.
    • Solid understanding of networking (e.g., Ethernet, IP addressing, DNS, DHCP) is highly desired.
    • Experience with meeting/conference technology is desirable. 
    • Proven customer service orientation and excellent written and verbal communication skills.
    • Problem Solving individual with decision making, critical thinking, teamwork and attention to detail.
    • Proved ability to work under pressure to meet goals and expectations.
    • ITIL certification desirable


    Sorry the Share function is not working properly at this moment. Please refresh the page and try again later.
    Share on your newsfeed