Senior Euc Support Professional

3 weeks ago

Riyadh, Ar Riyāḑ, Saudi Arabia Parsons Full time

POSITION OVERVIEW:


Draws upon an extensive knowledge of new and emerging technologies to identify, evaluate and recommend modifications, upgrades and new systems that will provide Parsons end users with the necessary IT tools and support to meet their current and future desktop computing needs.

Collaborates with other IS senior managers to plan, recommend and implement new IT systems, products and services and to make decisions regarding upgrades, modifications and enhancements to existing systems.


Works with Parsons IT senior managers and Parsons managers to establish, monitor and report performance standards and results for all end user computing at Parsons.

Provides leadership and direction to End User Support staff in implementing and following Parsons standards, policies and procedures. Manages the system for documenting and recording end user interactions, results and satisfaction.


Provides leadership and direction for a wide range of projects and activities designed to maintain and build Parsons IT services for end users throughout the organization and on individual client projects.

Assigns and monitors regular End User Support activities as well as special projects, assignments and support to other IS groups.

Provides leadership, direction, feedback and technical support to End User Support managers and supervisors as well as direct oversight, performance feedback and evaluation to End User Support managers.


What You'll Be Doing:

  • Develops the budget and the annual plan for the IS End User Support group, recommending special projects and activities to be implemented throughout the year. Tracks and manages the annual budget for the End User Support group, identifying and reconciling variances as necessary throughout the year.
  • Manages and tracks the budgets and schedules for special projects, monitoring and reporting progress to IT senior managers and Parsons managers throughout the year. Assures that all special projects are delivered on schedule, within budget and to the satisfaction of the end users.
  • Reviews and approves scope of work, schedule, standards and procedures for the regular operations of the End User Support group as well as specific project assignments. Reviews and approves priorities, budget estimates and staffing requirements.
  • Reviews and approves priorities, work schedules, standards and procedures for work group assignments.
  • Manages and oversees direct end user IT support activities throughout the year. Sets direction, standards, policies and procedures for end user support. Regularly monitors results to assure end user satisfaction and access.
  • Sets up, manages and maintains Parsons' system for tracking and monitoring IT performance and results as well as end user satisfaction. Establishes processes and procedures for regularly evaluating all end user interactions and support.
  • Regularly assembles and reports all IT performance data; identifies trends, issues and problems with IT service and support and reports the results to Parsons IT and senior management.
  • Highlights and recommends actions required to respond to trends, issues and problems identified through a study of all IT performance and service data.
  • Works with Parsons senior managers and other IT managers to establish, review and maintain standards, policies, procedures and processes for the standard maintenance and use of Parsons IT systems and services.
  • Provides technical direction to subordinates and reviews work produced to ensure technical excellence. Ensures that recommended technologies and program enhancements meet or exceed the user's needs and expectations.
  • Monitors end user satisfaction through a review of data that reports IT performance, support and satisfaction. May personally meet with users regarding critical issues, questions and problems; may also work with users to identify potential questions, issues, problems, schedule delays or other matters that could affect the scope or completion of special projects and activities.
  • Regularly monitors productivity and technical proficiency of assigned staff members, work groups and the End User Support group as a whole. Conducts performance evaluations, takes corrective action as necessary, recommends promotions and salary actions and recommends training and development for assigned staff members.
  • Maintains an extensive knowledge of current and newly developing technologies. Identifies those with the potential to improve Parsons end user computing and to assure that all Parsons users have full access to the IT technologies and systems necessary to meet the company's long and shortterm goals and objectives.
  • Coordinates execution of specific projects and activities undertaken at the direction of other IS groups; monitors progress and quality of the installed systems as well as progress and results of the assigned projects and activities.
  • Maintains a comprehensive knowledge of thirdparty hardware and software appropriat

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