Manager, User Services

Kansas City, Missouri Development Operations - User Services Full Time

As a User Services Manager, you will lead a team of Analysts responsible for the front-line servicing of user support requests for several large, mission critical and highly visible applications. You will coordinate and collaborate with the other Development teams to understand the business context and technical implementation of the current state and future state of these applications. 

Placement Criteria & Responsibilities

  • Manage and mentoring a team of individuals
  • Manage the day to day execution of the tactical directions as set forth by department leadership
  • Review task assignments and work outputs
  • Roll out training guidelines and plans for the team
  • Provide process improvement recommendations based on best practices and industry standards.
  • Develop standards and processes for operations that proactively prevent problems from occurring
  • Produce and enforce delivery excellence standards within the department
  • Management and escalation of incidents and User Services related items
  • Front end communication and resolution to end-users and customers
  • Professional development of each team member
  • Placement Criteria & Requirements

  • Help Desk / Service Desk Manager experience
  • Understanding of Application Support procedures, including routing, SLA’s, acknowledgement and escalation 
  • Experience performing direct personnel management, including resource allocation, performance evaluation, and budget management
  • Excellent organizational, interpersonal, and communication skills (oral, written and presentation)
  • Expert at Task Switching to handle varying workload, while meeting tight deadlines
  • Proficient with common office applications, including: MS Office 365 (Word, Excel, Outlook, Lync)
  • Bachelor’s degree in technical or business administration related field highly preferred
  • Strong collaboration skills, works well with ambiguity, works well across roles and groups
  • Ability and willingness to take the initiative to facilitate teamwork and serve the client needs first
  • Ability to organize a team for effective execution and tracking of tasks
  • Ability to prioritize and manage time effectively, for both yourself and team members
  • Ability to provide guidance and mentoring for the personal and professional development of team members
  • Ability to collaborate with other leadership in the Modern Application Development department, including Architects, Project Managers, Development Managers and Senior Developers
  • Kansas City, Missouri

    Manager, User Services