IT End User Services Manager, IT Operations

What to Expect

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. One who leads by example, supports/mentors the members of their organization and can strategically ensure teams level of service does not slip as 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 process and procedures and distribute to team members
• Ensure all staff are trained and following standard operating procedures and providing excellent customer service by resolving request 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, ensure 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 campaign to help drive or promote new services or projects
• Position requires to be on-site with