End User Support Manager
Barnes Group, Inc. - Cleveland, OH

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Company Overview

Barnes Distribution is an industry leader in the distribution of maintenance, repair, operating (MRO) and production supplies. More than 100,000 products from industry leading suppliers including 3M Abrasives, Durham, Kimberly Clark, and Peerless are offered, sold and supplied by a dedicated global sales and service organization. Barnes Distribution is a business of Barnes Group Inc. (NYSE ticker B), founded in 1857 and headquartered in Bristol, Connecticut. BGI has 4,800 employees and $1 Billion in 2009 revenue.

Delivering Solutions, Building Careers

Our Mission:
To empower people to leverage their creativity, talent and commitment to excellence to perform at their best and improve our customers' performance...every day.

Our vision is to be the preferred choice in industrial distribution, and with you on our team, we can achieve this and more.

The IT End User Support Manager is responsible for managing end user IT equipment deployments and recovery, daily end user IT support, field mobile communications, and mailroom services. This includes the management of the internal staff, contractors and vendors assigned to support the IT support operations.

Other responsibilities include:
Manages end user IT support for 2000+ local, remote, and field users.

Leads and provides computer technical support escalation for hardware, connectivity, and IT applications.

Tracks metrics to analyze, report, and communicate business issues and trends.

Conducts quality control and user satisfaction audits to improve end user support customer satisfaction.

Identify and implement process improvements to increase end user support customer satisfaction.

Manages support tasks and IT support projects.

Overall responsibility for workload management and service level agreements (SLA) with the business.

Recommends IT end-user equipment purchases, including computers, monitors, printers, and accessories.

Manages the deployment and recovery of IT equipment.

Manages field mobile communications and tracks against budgeted expenses.

Manages the team responsible for all inbound and outbound mail and parcel shipments for the Cleveland office, bar code label production, and print services for the field sales force.

Responsible for maintaining the appropriate levels of supplies for optimal print services.

Aids in the definition and preparation of IT support policies and procedures.

Other projects/duties as assigned.

Required Skills

Excellent interpersonal skills to include written and oral communication.

Ability to clearly communicate issue identification and resolution with the business community.

Ability to incrementally improve standard work processes.

Attention to detail and strong organizational skills required.

Requires expert knowledge of Microsoft Windows operating systems and Microsoft Office applications.

Expertise and comprehensive knowledge of personal computers and their use in executing.

Required Experience

High School Diploma/GED required.

Bachelor degree majoring in Computer Information Systems preferred.

A minimum of 3 years of supervisory experience in customer service or a related customer facing position required to include demonstrated responsibility for problem resolution, project management, and/or continuous improvement.

Barnes Distribution is an equal opportunity employer


Barnes Group, Inc. - 16 months ago - save job - block
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