About the position
ATI is seeking an End User Experience Manager to join the Enterprise End User Services Digital Technology (DT) team. This role will be located in Monroe, NC and will require minimal travel to support our Specialty Materials (SM) business unit. Reporting to the Sr. Director, DT End User Services, the End User Experience Manager is a member of our Digital Technology Shared Services organization. The primary responsibility of this position is to lead a local team supporting the SM business unit. This includes all aspects of user and infrastructure support including deskside, mobility, telecommunications, and collaboration technologies. This is a player-coach role that will require hands on activity as well as collaboration with our enterprise EUX team. A successful candidate for this position is an outgoing and experienced problem solver, influencer, collaborator, and communicator who can navigate and successfully deliver against initial change resistance; and is able to provide proactive support to regional managers and individual contributors located within a geographically disperse global manufacturing environment. A “consultative” mindset with an eye on continuous improvement will be key. The candidate will also be required to provide leadership and mentorship (a player/coach model) to SM-based EUX team members (up to 3) and serve as primary point of contact to the Sr. Director.
Responsibilities
- Serve as 'first point of contact' for all DT related matters with SM leadership team.
- Provide first and second line support via various channels (MS Teams, email, in-person, chat, ticket queues, etc.) for the international offices and for Enterprise when available.
- Manage, interact, and coordinate with 3rd party vendors who may come on-site to service DT Infrastructure owned assets such as servers, phone systems, security cameras, badge systems or low-voltage electrical (network copper/fiber).
- Understand and utilize help desk software (ServiceNow) to manage and prioritize work activity.
- Execute IT Service Management (ITSM) principles and best practices, as guided by management.
- Provide input to the development of Policies and Procedures driving standards and monitoring adherence across the corporation.
- Work closely with the End User Experience team to accelerate the adoption of modern workplace technologies and improve the user experience while maintaining world class support, processes, and standards.
- Help define continuing evolution of end user experience technologies and support to meet the changing business needs of the enterprise.
- Frequently deal with IT vendors and suppliers, cloud services, and outsourcing agencies to enable and deliver the digital strategy.
- Maintain relationships with all other external stakeholders.
- Stay informed regarding the latest IT sector happenings and industry best practices.
Requirements
- Bachelor or associate degree in information technology or related discipline from an accredited college, program, or university.
- At least 5 years of end-user infrastructure technology experience with demonstrated end user support responsibility.
- In lieu of a bachelor's degree, at least 8 years of end-user infrastructure technology experience in driving transformation within enterprise Information Technology.
Nice-to-haves
- Experience supporting director+ level customers.
- Experience leading teams, which includes providing professional feedback and yearly reviews.
- Experience supporting ITSM efforts.
- Experience in the manufacturing, utility, or telecommunications industries.
- Experience in a regulated industry, critical infrastructure sector or DOD contractor.
- Relevant professional certification or accreditations.
