Senior Manager - End User Shared Services

Posted Date: Apr-13-2017

Job ID: 6132

Job Type: Full Time

Job Function: Information Technology

City: Kent

State: Washington


What's cool about this job

REI Information Technology is a team of creative and smart technologists who work in a collaborative environment to build business value through technology. And, we have the support of a great company to tackle some pretty dynamic challenges that’ll keep REI relevant for years to come. If you have a passion for the outdoors and want to be a part of innovating retail technology, we have the job for you!

We are offering an exciting opportunity to join our IT End User Services team as a Senior Manager.  With REI moving to a new campus in 2020, we need a leader to help create and drive the right solutions to increase our workforce’s mobility and connected conference rooms.  At the same time, we need a leader to ensure the continued support of our end user needs at our current campus.  The ideal candidate will have experience with Office365, a distributed workforce, and supporting internal end users.  If you have a passion for continuous improvement, a passion for helping internal users have the tools they need, this is the job for you.  

As a Senior Manager at REI you will be responsible to:
Challenge and inspire employees to provide customer centric solutions that support REI’s internal users.
Collaborate with Enterprise Architecture to drive the implementation of end user tools; including O365, Skype, VDI, Conference room technology initiatives.  
Create and implement a Mobile Workforce Strategy.
Deliver on commitments, keeping stakeholders informed on status.
Ensure that incoming end user requests are managed effectively, meeting all SLA and communication standards. 
Manage end user devices, including laptops, tablets, and mobile devices, through their device life cycle.
Manage to a department budget, including budget for staffing needs, costs of equipment and tools, maintenance, and future projects.
Drive improvements into daily operations and ensure program runs as an industry best practice.
Coordinate with outside vendors and internal resources to install or implement solutions.
Keep abreast of technology changes and innovations in the information technology field, especially as it applies to End User Shared Services
Perform basic line supervision, including hiring, firing, conducting performance reviews, setting performance goals, promotions, salary increases, developing subordinates, and managing performance and discipline.
Ensure employees adhere to legal and operational compliance requirements.

Bring your passion and expertise

At least 10 years of experience in Information Technology in a similar role
At least 2 years working in an End User Operations Support Team
Demonstrated experience in creating strategic proposals around infrastructure
Demonstrated experience in supporting onsite, distributed and mobile work forces
Demonstrated experience in delivering infrastructure focused projects, using a software delivery lifecycle
Experience supporting VMWare, Microsoft Office products (Office365, Skype a plus)
Demonstrated experience in managing to a department budget
Experience managing and evaluating external vendors and service providers
Demonstrated understanding of service management methodologies such as ITIL
Experience with Asset Management, Unified Communications
Excellent customer service skills
Strong organizational and planning skills
Excellent communication and writing skills
Ability to work on multiple assignments simultaneously

Why you'll love it here

At REI we offer an enviable work environment that Fortune Magazine has recognized on the "100 Best Places to Work" list since the award's inception – 17 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place. With more than 130 retail locations (and growing), REI offers unique competitive benefits to its more than 11,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

At REI we offer an enviable work environment that has been recognized on the "100 Best Companies to Work For" list since the award's inception – 20 years in a row! Sure, we work hard, but it’s balanced with time off to play—a strategy that works for us as we continue to grow and thrive. Want to enjoy a workplace where you can be yourself, be heard and be respected while having a job that challenges you? This is the place.

With more than 140 retail locations (and growing), REI offers unique competitive benefits to its more than 12,000 employees, including healthcare, gear and apparel discounts, free equipment rentals and challenge grants to help employees reach personal outdoor goals, generous retirement plan contributions, public transit subsidy, adoptions assistance, paid sabbaticals, and more.

REI is an Equal Opportunity Employer

NEW YORK CORRECTION LAW
ARTICLE 23-A, Section 753
LICENSURE AND EMPLOYMENT OF PERSONS PREVIOUSLY CONVICTED OF ONE OR MORE CRIMINAL OFFENSES

§753. Factors to be considered concerning a previous criminal conviction; presumption.

1. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall consider the following factors:

(a) The public policy of this state, as expressed in this act, to encourage the licensure and employment of persons previously convicted of one or more criminal offenses.

(b) The specific duties and responsibilities necessarily related to the license or employment sought or held by the person.

(c) The bearing, if any, the criminal offense or offenses for which the person was previously convicted will have on his fitness or ability to perform one or more such duties or responsibilities.

(d) The time which has elapsed since the occurrence of the criminal offense or offenses.

(e) The age of the person at the time of occurrence of the criminal offense or offenses.

(f) The seriousness of the offense or offenses.

(g) Any information produced by the person, or produced on his behalf, in regard to his rehabilitation and good conduct.

(h) The legitimate interest of the public agency or private employer in protecting property, and the safety and welfare of specific individuals or the general public.

2. In making a determination pursuant to section seven hundred fifty-two of this chapter, the public agency or private employer shall also give consideration to a certificate of relief from disabilities or a certificate of good conduct issued to the applicant, which certificate shall create a presumption of rehabilitation in regard to the offense or offenses specified therein.