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Manager, End User Computing

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Job Details

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Requisition #:

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206247

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Location:

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Atlanta, GA 30339

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Category:

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IT

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Salary:

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$80,000.00 - $95,000.00 per year

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Position Details

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Join a Company That Puts People First!

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At Aveanna, we’re proud to foster a workplace culture that celebrates diversity, encourages connection, and supports our team members every step of the way. Here’s what sets us apart:

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Award-Winning Culture

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• Ranked the #1 company to work for in Georgia in 2024 by U.S. News & World Report.
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Employee Connection & Support

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  Aveanna Connection Groups: Employee-led groups where shared identities and experiences create spaces for connection, collaboration, and support.

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  Aveanna Social Circles: Join groups based on your interests, like books, music, or movies, to build camaraderie and lasting friendships.

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  Aveanna Employee Relief Fund: A resource to help our team members through unexpected hardships, because we’re stronger together.

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Inclusive Learning Environment

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• We believe in growing together. Our inclusive learning sessions are open to all employees, fostering collaboration and shared success.
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Commitment to Community

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• Every year, we dedicate a day to giving back through our Annual Service Day, making a meaningful impact in the communities we serve.
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Requirements

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Position Overview

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The Manager of End User Computing is a result-driven leader responsible for monitoring and supervising a team of technicians to achieve the organization’s objectives. Responsibilities include managing personnel, providing guidance, instruction, training, and leadership skills to inspire the team to perform at their optimum.

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This position will manage a team of End User Computing Technicians that resolve and report various computer problems related to network infrastructure including end user support, security upgrades, and maintenance. This is a 2nd tier IT support team for internal employees. This position will also be responsible for managing the outsourced tier 1 Service Desk team and processes.

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It demands strong technical skills and customer service at the highest of levels.

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A top-notch manager should display excellent interpersonal skills to build quality relationships with the team and with customers, be goal-driven, and manage the day-to-day activities of the team efficiently.

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Essential Job Functions

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Lead a team that delivers tier 2 technical assistance and support related to computer systems, hardware, and software.

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Manage the tier 1 outsourced Service Desk process, providing metrics, training, and documentation.

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Manage the ticket queues for End User Computing and Service Desk.

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Manage the day-to-day activities of the teams.

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Motivate the team to achieve organizational goals.

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Develop and implement a timeline to achieve targets.

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Delegate tasks to team members.

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Conduct training of team members to maximize their potential.

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Empower team members with skills to improve their confidence, product knowledge, and communication.

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Contribute to the success of the iService program.

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Create a pleasant working environment that inspires the team.

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Develop and maintain documented support procedures and prepare end-user documentation.

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Respond to service tickets/calls, troubleshoot, and run diagnostic programs, isolate problems, and determine and implement the most appropriate solution.

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Maintain, support, repair, upgrade and deploy hardware.

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Utilize Active Directory for account move/add/change and user creation.

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Participate in the physical deployment, move, and recovery of hardware.

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Requirements

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High school diploma or similar.

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Excellent communication, interpersonal, organizational, verbal/written communication, structured analytical and presentation skills.

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Confidence and skillful negotiating.

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Strong organizational skills to give the team direction.

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At least 3 years previous experience managing a team.

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At least 3 years previous technical support experience, providing 1st tier Service Desk or 2nd tier IT Support in a professional environment.

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At least 5 years of experience supporting LAN/WAN, TCP/IP, Active Directory technologies.

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Ability and desire to provide excellent customer service to the user population.

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Working knowledge of Microsoft operating systems and applications *Proficient PC Skills, including but not limited to: Word, Access, Excel, Power Point, E-Mail clients, and Web Browsers.

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Experience with Exchange, Active Directory, Networking, VMWare.

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Proven ability to support customers in a technical environment.

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Willingness to take ownership of problems and follow through to completion.

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Able to promptly answer support related email, phone calls and other electronic communications.

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Self-motivated, detail-oriented, and able to work independently and efficiently to meet deadlines.

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Ability to manage multiple projects simultaneously with minimal supervision.

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Problem solving skills and the ability to exercise sound judgment in any customer service scenario.

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Must have experience troubleshooting PC and Laptop hardware issues.

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Must be able to verbally communicate instructions or other information as required.

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Must be able to exert physical strength and occasionally lift 25 pounds.

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Must be able to bend, turn/twist, kneel, squat 30-40% of each workday.

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Knowledge of connections, wiring and cabling, and network management (including DNS).

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Preferences

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A+ certification is preferred.

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Network + certification is preferred.

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ITIL certifications are preferred.

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Other Skills/Abilities

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Must be able to always adhere to confidentiality standards and professional boundaries.

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Attention to detail.

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Time Management.

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Ability to remain calm and professional in stressful situations.

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Strong commitment to excellence.

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Quick-thinking and astute decision-making skills.

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Effective problem-solving and conflict resolution.

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Excellent organization and communication skills.

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Demonstrated analytical and problem-solving skills.

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Ability to work in a project-based team environment with minimal supervision.

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Ability to handle multiple tasks at one time in a fast-paced office environment handling multiple demands.

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Ability to meet deadlines and reprioritize work to meet changing requirements.

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Strong organization and time management skills.

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Customer focused with dedication to customer satisfaction.

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Able to communicate effectively to people at all levels of the organization.

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Physical Requirements

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Able to lift equipment from 15 to 25 pounds.

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Environment

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Performs duties in an office environment or while working remotely during agency operating hours.

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Must be able to function in a wide variety of environments which may involve exposure to allergens and other various conditions.

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Other Duties

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Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

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Headhunters and recruitment agencies may not submit resumes/CVs through this website or directly to managers. Aveanna does not accept unsolicited headhunter and agency resumes, and will not pay fees to any third-party agency or company that does not have a signed agreement with Aveanna.

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As an employer accepting Medicare and Medicaid funds, employees must comply with all health-related requirements in all relevant jurisdictions, including required vaccinations and testing, subject to exemptions for medical or religious reasons as appropriate.

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