IT End User Services Manager, IT Operations

IT End User Services Manager, IT Operations

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This role will oversee Tesla IT Answers Deskside Support within the state of California. Deskside support provides end user compute support across Factories, Workplace, and many remote locations. We are looking for a technical manager with hands‑on experience who leads by example, supports/mentors the members of their organization and can strategically ensure the team’s level of service does not slip as the company expands.

This role is based in either Fremont or Palo Alto, CA.

• Strong leadership and team building skills with excellent communication and prioritization. Solid common sense thinking with ability to see bigger picture, attention to detail, decision making, and embrace changes.
• Excel on operational improvement, solid analytical skills, define and maintain processes and procedures, and distribute to team members.
• Ensure all staff are trained and following standard operating procedures and providing excellent customer service by resolving requests and incidents in a timely and efficient manner.
• Close collaboration with Endpoint Engineering and HRBP Team to facilitate resolution of complex technical and onboard/offboard issues, ensuring alignment with business goals and objectives.
• Establish and monitor KPI metrics to measure service desk performance, including response time, resolution time, and customer satisfaction; along with routine forecast and financial reporting on hardware and software ordering and consumption. Work with ITASM and GSM to justify necessary spend.
• Conduct routine fun, imaginative campaigns to help drive or promote new services or projects.
• Position requires being on‑site with plan options with $0 payroll deduction.
• Family‑building, fertility, adoption and surrogacy benefits.
• Dental (including orthodontic coverage) and vision plans, both have options with a $0 paycheck contribution.
• Company‑paid Health Savings Account (HSA) contribution when enrolled in the High‑Deductible medical plan with HSA.
• Healthcare and Dependent Care Flexible Spending Accounts (FSA).
• 401(k) with employer match, Employee Stock Purchase Plans, and other financial benefits.
• Company paid Basic Life, AD&D.
• Short‑term and long‑term disability insurance (90 day waiting period).
• Employee Assistance Program.
• Sick and Vacation time (Flex time for salary positions, Accrued hours for Hourly positions), and Paid Holidays.
• Back‑up childcare and parenting support resources.
• Voluntary benefits to include: critical illness, hospital indemnity, accident insurance, theft & legal services, and pet insurance.
• Weight Loss and Tobaccoessation Programs.
• Tesla Babies program.
• Commuter benefits.
• Employee discounts and perks program.

$120,000 - $210,000/annual salary + cash and stock awards + benefits.

Pay offered may vary depending on multiple individualized factors, including market location, job‑related knowledge, skills, and experience. The total compensation package for this position may also include other elements dependent on the position offered. Details of participation in these benefit plans will be provided if an employee receives an offer of employment.

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Mid‑Senior level

Full‑time

Information Technology

Motor Vehicle Manufacturing, Renewable Energy, Semiconductor Manufacturing, and Utilities