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Manager End User Services



Remote · United States
Posted on Wednesday, March 15, 2023
<div><b>Imagine yourself here!</b></div><div><br></div><div><b><i>OpenGov is a mission driven fast-growth, Series D, venture backed startup (includes Andreessen Horowitz, Formation 8, and Emerson Collective). Our Board of Directors includes iconic Silicon Valley executives John Chambers (former Cisco Chairman and CEO) and Marc Andreessen (Time Magazine’s list of the 100 most influential people in the world). &nbsp;</i></b></div><div><br></div><div><b><i>OpenGov is the leader in modern cloud software for local governments and state agencies. We have surpassed 1,600+ governments (and growing fast!) using our products in our mission to power more effective and accountable government.</i></b></div><div><br></div><div><b><i>OpenGov is a 2022 Top Workplaces USA award winner and a Forbes 2022 America's Best Startup Employer!</i></b></div><div><br></div><div>The IT End User Services Manager will lead a global support team and ensure fast, friendly, and helpful technical assistance. This hands-on manager will define and ensure processes&nbsp; are followed for service desk,&nbsp; knowledge, incident, problem, and asset management. The End User Services Manager is&nbsp; both a technical resource and a leader, providing clarity in expectations, creating energy around work by explaining big picture importance, and delivering on commitments across the organization.</div><div><br></div><div><u><b>Responsibilities:</b></u></div><div><br></div><div>•Build a world-class support team that knows how to prioritize work, grow their careers, and provide quality solutions</div><div>•Lead the day-to-day operations and priorities of the End User Services team, making sure requests are handled in an efficient and friendly manner</div><div>•Provide leadership around the data we maintain and leverage in our processes</div><div>•Ensure our data is accurate and usable, including items such as accurate software and hardware inventory to ensure compliance reports are generated, reviewed, and approved in a timely manner</div><div>•Rollout process improvements and automation opportunities to keep improving service levels</div><div>•Develop and deliver standard reports to highlight the most relevant metrics across the team and use the data to drive improvements</div><div>•Provide best in class video conferencing experiences for remote and in-office employees. Deploy and support easy to maintain and use network and AV equipment in our remote offices</div><div>•Manage the end user equipment lifecycle, from budgeting to imaging and deployment, to reclamation, refresh, and recycling</div><div>•Manage vendor relationships with key service providers, such as SHI, BITS, and CDW</div><div>•Develop strong relationships across OpenGov and serve as an escalation point for employees seeking technical assistance in-person, over chat, and over email</div><div>•Perform advanced remote and in-person troubleshooting of both hardware and software through diagnostic techniques and pertinent questions</div><div>•Lead projects to ensure successful implementation of new systems and upgrades to existing systems</div><div>•Provide training to end users on IT systems via open office hours, one on one sessions, and recorded videos</div><div><br></div><div><u><b>Requirements and Preferred Experience:</b></u></div><div><br></div><div>•5+ years previous experience as an IT support technician or technical support role required</div><div>•Experience in a senior technical role providing technical mentorship or management experience leading at least 4 teammates</div><div>•Tech savvy with advanced knowledge of OSX, Windows, iOS, and Android required</div><div>•Experience working with Okta and an understanding of modern Identity Management processes and protocols required (SCIM, SAML, OAuth)</div><div>•Working knowledge of Google Apps, Office 365, and Atlassian preferred</div><div>•Functional experience working in an agile environment preferred</div><div>•Hands on approach to problem solving required</div><div>•A team player attitude, working across organizations to continue improving the way</div><div>•Positive mindset and growth attitude required</div><div>•Knowledge of ITIL and ITSM concepts</div><div>•Technical certifications (CCNA , MTA, MCSA) preferred</div>
OpenGov is an equal opportunity employer.
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