Manager - IT End User Services

JOIN THE TEAM THATS POWERING PROGRESS

Building cities. Driving commerce. Saving lives. For over 100 years Allison Transmission has powered the vehicles and technology that move our world forward.

What powers us Our employees. From the first person hired by James Allison in 1915 to the thousands across the globe who work for Allison today were driving progress everywhere because we employ top talent worldwide.

Learn more about this role and how you can begindriving your career forward!

Benefits:

The below list features some of the benefits currently available. Eligibility may be subject to the terms and conditions of governing documents and available benefits may be subject to change at the companys discretion.

• Choice of medical plans with prescription coverage

• Employer HSA contribution

• Dental & Vision Insurance

• Paid Parental Leave

• Short & Long-Term Disability

• Other voluntary benefits including: Critical Illness Hospital Indemnity Identity Theft Protection and Pet Insurance

• 401K with generous Company match & contribution

• Accrued Paid Time Off

• 12 Paid Holidays

• 8 hours paid volunteer time per year

• Robust employee wellness program

• Tuition assistance program & Dependent scholarship program

• On-site blood drives

• Voluntary employee groups open to all who wish to participate including: Global Womens Network Emerging Professionals ERG Multicultural ERG Veterans ERG Toastmasters Club and more.

Job Description:

Key Responsibilities

• Define and implement best practices policies and procedures to improve service quality.
• Collaborate with IT leadership to align end-user support with broader IT and business objectives.
• Develop and maintain IT service communications training programs and knowledge resources to enhance user awareness and self-sufficiency.
• Collaborate with IT teams to influence the end-user services roadmap and future technology strategy.
• Partner with IT Asset Management to maintain accurate asset records in the Configuration Management Database (CMDB).

• Track KPIs SLAs and other performance metrics to ensure service excellence.
• Drive incident resolution root cause analysis and continuous improvement initiatives.
• Serve as the escalation point for service delivery issues ensuring prompt resolution of complex issues while identifying and implementing long-term improvements.
• Partner with IT security and compliance teams to ensure adherence to company policies and data protection regulations.

• Ensure smooth deployment of IT hardware and software including employee devices and conference room technologies.
• Leverage ITIL best practices and ITSM tools to drive continual service improvement optimize workflows and enhance operational efficiency.
• Develop initiatives to improve employee digital experiences and IT literacy.
• Hire lead and manage a dynamic team to create an inclusive and collaborative work environment.
• Monitor evaluate and provide regular feedback on employee performance mentoring and coaching for employee growth and implementing improvement plans as needed.
• Drive employee engagement and retention initiatives to maintain a motivated workforce positively represent corporate communications to influence outcomes that support business strategies.
• Ensure compliance with Allison Policies and manage employee relations matters as needed.
• Advocate for end-user needs in IT strategy discussions and new technology rollouts.

Key Performance Measures

• End user satisfaction with service desk desktop workstation imaging computer refresh and computer deployment support
• SLA adherence and service provider performance in incident resolution and problem management.
• Compliance with IT security policies device configuration standards and regulatory requirements.
• Efficiency of IT support operations including response times resolution rates and automation adoption.

Qualifications

• Ability to draft clear concise and professional user bulletins and announcements ensuring technical information is accessible to non-technical audiences.

• Capable of articulating technical concepts effectively to IT staff and leadership facilitating collaboration and informed decision-making.
• Demonstrated analytical and problem-solving skills
• Demonstrated ability to effectively manage multiple tasks and priorities
• Working knowledge of ITIL IT Service Management concepts and principles
• Currently hold ITIL v3 or v4 and/or willing to obtain ITIL v4 Foundations certification within 12 months of employment

Experience

• 7 years of relevant experience in the IT industry

• 3 years of relevant experience in an IT leadership role focused on IT Operations management technical management or service delivery management
• 3 years of experience directly supporting and/or managing teams responsible for the support of 3 or more of the following: Active Directory Office 365 workstation computers (Windows) service desk workstation support workstation device procurement or workstation imaging.
• 3 years participating in an IT customer service role

Allison Transmission is an equal opportunity employer. We have opportunities for all qualified applicants regardless of age race color sex religion creed national origin disability sexual orientation gender identity/expression or veteran status.

If you are an individual with a disability or a disabled veteran requiring assistance and/or reasonable accommodations reviewing any of the careers information please contact us at .

Please note that Allison Transmission will make an offer of employment only to individuals who have applied for a position using our official application. Be on alert for possible fraudulent offers of employment. Allison Transmission will not solicit money or banking information from applicants.