Subway Careers – Director of End User Experience

Job Description:

The Director of End User Experience & Support will be responsible for the strategic roadmap that delivers global enterprise users modern, secure, productive and collaborative solutions and services that enable maximum performance to meet strategic initiatives through a consistent and efficient experience. Provides leadership, mentorship, and supervision of the end user support teams that deliver desktop engineering, desktop support services and communication and collaboration technology

Job Responsibilities:

• Monitor incident and request management. Ensure that service level agreements (SLA) and proper escalation paths are followed by the support staff and align with documented policies and procedures. Address SLA breaches and/or process gaps as needed
• Interface with leadership to understand strategic needs. Develop value propositions for opportunity areas. Support projects that implement new solutions or services. Foster credible relationships with leadership and the broader user community to deliver and execute on value propositions, on time, on budget with quality results
• Work collaboratively and in partnership with end user team managers to support project initiatives and/or address partner concerns. Guide teams in project planning, problem analysis, implementation of improvements and best practices.
• Perform full range managerial responsibilities which may include but not be limited to: hiring, coaching, and developing employees; planning, assigning and directing work; performance management; budgeting. Ensure that all teams are managing efficiently, effectively and have documentation to support their roles/responsibilities
• Support the technology service management (ITSM) by actively engaging and participating in the incident, problem, change, release, and knowledge management processes
• Develop, maintain and align an end user strategy with a clear strategic roadmap that supports modern workplace technology. Ensure that the goals of the end user support teams roll-up to the broader vision
• Challenge end user team to conduct routine analysis of technology and market trends to identify new opportunities that can add value, reduce costs, introduce new services and enhance the end user experience
• Monitor and assess workload, performance and initiative adoption in each area of end user functions. Identify trends and improvement opportunities based on metrics

Job Details:

Company:  Subway

Vacancy Type:  Full Time

Job Location: Ft. Worth, TX, US

Application Deadline: N/A

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