Manager, of IT Employee Experience

Product and Technology Woodland Hills, California


Description

The Manager, Employee Technology is responsible for overseeing BlackLine’s global Service Desk operations and managing employee technology systems.  The manager will oversee Service Desk staff, measure KPIs and conduct performance & customer satisfaction reporting.  In addition to overseeing Service Desk Operations, the manager will own systems, hardware, processes and software related to end users, asset management, and the employee lifecycle. The manager will work closely with the Systems & Infrastructure team for implementation of such systems and then handle operational management for such systems.

Responsibilities:

  • Develop, implement, execute, and track effectiveness of corporate IT processes.
  • Define, track, and report on KPIs, measuring team & individual performance
  • Own a program to receive qualitative feedback regarding satisfaction and services
  • Supervise personnel and oversee staffing for the Service Desk function
  • Manage daily IT functions; allocate tasks and tickets to IT resources.
  • Maintain IT hardware and services, including Internet, remote access, telephony, messaging and conferencing, wired and wireless networks, printers and conference rooms.
  • Partner with business units to understand employee technology needs
  • Partner with systems & infrastructure on evaluation, selection, and deployment for key employee technology systems
  • In conjunction with IT Management develop tactical and strategic plans
  • Implement policies & procedures for operational management of employee technology systems
  • Manage corporate servers, workstations, laptops, software, and end-user applications including installation, patching/updating, packaging/provisioning, and on-going user support.
  • Develop service transition plans to migrate services from the systems & infrastructure team to the employee technology
  • Foster service-oriented culture within the team; provide leadership and mentoring to team members.
  • Provide IT support to local and remote end-users.
  • Perform other duties as assigned.

Qualifications:

  • Develop, implement, execute, and track effectiveness of corporate IT processes.
  • Define, track, and report on KPIs, measuring team & individual performance
  • Own a program to receive qualitative feedback regarding satisfaction and services
  • Supervise personnel and oversee staffing for the Service Desk function
  • Manage daily IT functions; allocate tasks and tickets to IT resources.
  • Maintain IT hardware and services, including Internet, remote access, telephony, messaging and conferencing, wired and wireless networks, printers and conference rooms.
  • Partner with business units to understand employee technology needs
  • Partner with systems & infrastructure on evaluation, selection, and deployment for key employee technology systems
  • In conjunction with IT Management develop tactical and strategic plans
  • Implement policies & procedures for operational management of employee technology systems
  • Manage corporate servers, workstations, laptops, software, and end-user applications including installation, patching/updating, packaging/provisioning, and on-going user support.
  • Develop service transition plans to migrate services from the systems & infrastructure team to the employee technology
  • Foster service-oriented culture within the team; provide leadership and mentoring to team members.
  • Provide IT support to local and remote end-users.
  • Perform other duties as assigned.

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Equal Employment Opportunity

BlackLine believes that our diversity is one of our greatest strengths, and we do not tolerate discrimination. It is our policy to recruit, hire, train, and promote individuals, as well as administer any and all personnel actions, without regard to sex (including pregnancy, childbirth, breastfeeding or related medical conditions), race, natural hair, religion (including religious dress and grooming practices), color, gender (including gender identity and gender expression), national origin (including language use restrictions and possession of a driver's license issued under Vehicle Code section 12801.9), ancestry, physical or mental disability, medical condition, including HIV and AIDS, genetic information, marital status, registered domestic partner status, age, sexual orientation, military and veteran status or any other basis protected by federal, state or local law or ordinance or regulation.

We’re proud to continue to stand by this policy and will grow our company with attention to this instrumental belief in our hiring and promotion practices.

We encourage applications from all qualified candidates and will reasonably accommodate applicants’ needs in accordance with applicable law throughout all stages of the recruitment and selection process. If you need a reasonable accommodation to assist with your job search or application for employment, please contact us by sending an email to [email protected]