End User Services Manager

End User Services Manager: The Impact You’ll Have On The Organization and World

• In this role you will provide hands-on support across several locations. 
• You will lead the Bakelite Onsite Support Services IT team and oversee the external service provider to provide day-to-day support for Bakelite associates using End User Service, including Cross Functional Services, Endpoint Management & o365 applications.
• Leveraging your experience from onsite support, you will help navigate firsthand challenges and provide management to the local Onsite Support Service team as well as provide direct feedback to Bakelite MSP.
• You will work in collaboration with MSP Service Delivery Managers to ensure high standards of support, meeting SLAs and KPIs, and delivering excellent customer service.

It's Better with Bakelite: Our Commitment Back to You

• You’ll Help Shape Our Future. As a Bakelite associate, you’re part of a diverse, global population creating the next generation of the company and we expect you to put your fingerprint on it.
• We Champion Our Associates. At Bakelite, you don’t just climb the career ladder – you pave your personal path through continued learning and development.
• Together, We Will Protect the Planet. From our processes to our products, we are focusing on the opportunities that both grow our profitability as a company, and improve and protect the planet.
• Safety is a Core Value. At Bakelite, safety is a 24/7 mindset. We are all safe today to ensure we are able to show up tomorrow – for our families and friends, for each other and for our communities.
• We Care. Plain and simple, we care about our associates. From the top on down, we place a high value on our culture and the associate experience. We offer competitive compensation, robust benefits and support our associates every step of their career.

Life in Louisville: Louisville is Kentucky’s biggest city and the “Gateway to the South.” It’s located on the Ohio River and is just over the Indiana border.

• Louisville is home to the Kentucky Derby, an annual horse race with a long history that takes place at Churchill Downs.
• There are lots of attractions to explore in downtown Louisville, including the Louisville Slugger Museum and Factory, where Major League Baseball bats are produced.
• Louisville was named among the top 50 Best Places to Live in 2024 by U.S. News & World Report.
• Love to travel? You’re minutes from the Louisville Muhammad Ali International Airport, where you can hop a flight to anywhere in the world.
• Learn more about Louisville

What Does a Typical Day Look Like? Here are your primary responsibilities:

• Oversee the Service Desk function, ensuring effective use of ITSM and shift-left methodology.
• Collaborate with service providers to enhance tool adoption among Bakelite associates.
• Act as a liaison between Bakelite IT, Service providers, and end users, advocating for user needs within the organization.
• Monitor SLAs and KPIs for service providers, working with Director, IT Solutions to address any issues that fall below thresholds.
• Oversee technical design, governance, and delivery of new services aligned with the End User Services (EUS) Portfolio.
• Ensure all EUS team processes are well-documented, regularly audited, and continuously improved.
• Establish strong working relationships across the business and IT departments.

What is Needed to be Successful in this Role (Required Skills/Abilities):

• Technical expertise with O365 and its components, Microsoft Intune & Autopilot, TEAMS & SharePoint.
• Understanding of ISO 27001 requirements.
• Experience delivering services within the ITIL Framework, utilizing tools to support Incident, Problem, Change, and Request processes.
• Ability to assess customer satisfaction for IT services and implement measures to enhance satisfaction.
• Thorough understanding of the strategic vision for the team and the ability to set long-term direction.
• Makes fact-based decisions – is not swayed by contrary opinions or perceptions.
• Willing to approach problems in new ways.
• Embraces creativity and innovation.
• 5+ years in managing IT support, systems, process and vendors.
• 3+ years in managing or supervising people.
• Understanding of SLA’s and KPI’s.
• Strong working knowledge of IT workplace technologies
• Experience with standard IT operations frameworks (e.g., ITIL), and with implementing ITSM platforms and managing ITSM processes (e.g., knowledge, incident, change, service requests and major incident management). With ITIL Certification preferred.
• Ability to facilitate brainstorming, problem-solving and root-cause analysis discussions to identify and remediate the sources of digital friction.
• Natural excitement and ability to learn technologies and explain technical issues to a variety of audiences and levels.
• Passionate about IT & End User Services, with an awareness of the latest digital trends.
• Degree or equivalent in IT, Business Management, Business Administration, Computer Science, Electronics, or a related field.
• Extensive experience in enterprise IT, including technical and IT management roles, with a focus on Service Desk Management, Microsoft Endpoint Management, and O365 tools.
• Proficient in managing and communicating within a matrix environment.
• Expertise in Microsoft Office 365 applications.

Are you ready to help us build a better tomorrow and put your fingerprints on the world?  Apply for this exciting opportunity, and learn more about our hiring process, insights from our global associates, our robust benefits and more at Bakelite.com/careers.