Overview
On Site
Full Time
Skills
Help Desk
Remote Support
Productivity
Collaboration
Machine Learning (ML)
Team Leadership
ATL
FOCUS
Budget
Management
Service Desk
IT Infrastructure
Business Intelligence
IT Service Management
Laptop
Mobile Devices
Smartphones
Tablet
Printers
Videoconferencing
Asset Management
Computer Hardware
Onboarding
Identity Management
Service Management
SAP BASIS
Scheduling
Recovery
Problem Management
ROOT
Status Reports
Reporting
KCS
Knowledge Base
Supervision
Training And Development
Customer Experience
Communication
Leadership
Technical Support
Project Management
Job Details
Come join Intuit's IT Workforce Care Technology Team as a TecIntuit Regional Onsite Care Manager.
Our Team provides Intuit's workers across multiple global locations with daily services and support associated with keeping everyone in the company productive and secure each day. The solutions we deploy and support include personal productivity technology (laptops, mobile devices), printers, video conferencing, IT infrastructure, security, access, collaboration tools and software. We operate at scale a variety of logistical services as well as maintain both proactive and reactive support channels to keep our company moving each day. We deliver on-site, virtual, community-based, and self-service technical support and also leverage advanced machine learning tools to proactively manage a fleet of over 60,000 endpoints with workers across the globe. The focus on the end-to-end customer experience is what makes Intuit's Workforce Care Team the best in the industry.
Responsibilities
The Onsite Care Manager will be based in Atlanta and will be responsible for leading teams and overseeing IT support operations across multiple locations including Atlanta, New York City, Washington D.C., and Toronto. This includes a team of 4 direct reports as well as 4 contractors, primarily based in Atlanta.
In addition to managing the local ATL team the manager will also focus on leading our Mobile Program including the budget and management oversight of our external 3rd party vendor across all supported locations.
The local team provides daily on-site technical walkup support and shift-based virtual service desk interactions, as well as keep the technology infrastructure running at the location. Up to 25% travel to other Intuit sites, including New York City, Washington D.C., and Toronto, may be required on a quarterly or bi-annual basis, or as needed.may be required on a quarterly or bi-annual basis.
The overall Global Workforce Tech Care Team provides IT services for internal coworkers as it relates to desktops and laptops, mobile devices including smartphones and tablets, printers/copiers/MFPs, projectors, video conferencing, asset management (software & hardware), onboarding / offboarding, access management and divides up our Service Management among each Manager within the Team (centralized strategy, playbooks and decentralized execution within our Intuit locations).
What you will do:
The manager must be able to work independently as well as with peers. Strong communication skills, both verbal and written, are a must. The successful candidate will have a track record of working well with peers and leadership inside and outside IT; developing and implementing innovative service improvements; shaping IT support strategies and making key decisions in an information-limited environment, and must also be able to perform basic project management tasks for their assigned projects.
Our Team provides Intuit's workers across multiple global locations with daily services and support associated with keeping everyone in the company productive and secure each day. The solutions we deploy and support include personal productivity technology (laptops, mobile devices), printers, video conferencing, IT infrastructure, security, access, collaboration tools and software. We operate at scale a variety of logistical services as well as maintain both proactive and reactive support channels to keep our company moving each day. We deliver on-site, virtual, community-based, and self-service technical support and also leverage advanced machine learning tools to proactively manage a fleet of over 60,000 endpoints with workers across the globe. The focus on the end-to-end customer experience is what makes Intuit's Workforce Care Team the best in the industry.
Responsibilities
The Onsite Care Manager will be based in Atlanta and will be responsible for leading teams and overseeing IT support operations across multiple locations including Atlanta, New York City, Washington D.C., and Toronto. This includes a team of 4 direct reports as well as 4 contractors, primarily based in Atlanta.
In addition to managing the local ATL team the manager will also focus on leading our Mobile Program including the budget and management oversight of our external 3rd party vendor across all supported locations.
The local team provides daily on-site technical walkup support and shift-based virtual service desk interactions, as well as keep the technology infrastructure running at the location. Up to 25% travel to other Intuit sites, including New York City, Washington D.C., and Toronto, may be required on a quarterly or bi-annual basis, or as needed.may be required on a quarterly or bi-annual basis.
The overall Global Workforce Tech Care Team provides IT services for internal coworkers as it relates to desktops and laptops, mobile devices including smartphones and tablets, printers/copiers/MFPs, projectors, video conferencing, asset management (software & hardware), onboarding / offboarding, access management and divides up our Service Management among each Manager within the Team (centralized strategy, playbooks and decentralized execution within our Intuit locations).
What you will do:
- Ensures users are provided efficient, effective, and timely support on a 24x7 basis; manages staff scheduling to ensure optimal coverage and responsiveness.
- Manages end user, internal, escalated, and communications during critical service incidents and problems; invokes problem escalation procedures to coordinate recovery
- Identifies incident commonalities and initiates and, when applicable, oversees problem management and root-cause identification exercises to identify and correct major problems
- Drive team goals for call, ticket, and quality performance based on performance standards. Ensures that daily, weekly, and monthly metrics, key performance indicators, status reports, and graphical reporting aids are completed and continually improved to meet the needs of the department
- Experience supporting corporate executives and their assistants
- Maintain individual team metrics and use results to help develop individuals and improve team performance. Establish a cycle of continuous service improvement with measurable improvement targets.
- Lead the development of a knowledge center support (KCS)-based comprehensive, continuously improving knowledgebase for incident resolution and user self service
- Provides staff leadership, direction, supervision, training and development.
- Drive continuous improvements to internal processes and to the customer experience overall
- Communicate regularly with staff through group meetings and individual sessions; ensure issues/input from team is listened to and that organization/department strategy/goals/decisions are communicated consistently and in a timely manner.
The manager must be able to work independently as well as with peers. Strong communication skills, both verbal and written, are a must. The successful candidate will have a track record of working well with peers and leadership inside and outside IT; developing and implementing innovative service improvements; shaping IT support strategies and making key decisions in an information-limited environment, and must also be able to perform basic project management tasks for their assigned projects.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.