Senior EUC Support Professional

Job Description:
POSITION OVERVIEW :
Manages the activities of several diverse work groups that which provide
direct technical IT support to all Parsons end users or clients by performing
installations, maintenance, troubleshooting, repair and upgrades to personal
computers, workstations, associated software and hardware. Ensures that end
users have full access to the workstations, computers, applications,
peripherals and systems necessary to consistently and reliably handle their
day-to-day work and to successfully complete their long-term assignments.
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.
* Assigns projects to individual work groups, including specific responsibilities and activities for the End User Support group and support to other Parsons IS groups for installation, testing, implementation and maintenance of a variety of applications and systems.
* 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 short-term 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 third-party hardware and software appropriate for meeting Parsons long-and short-term service standards, goals and objectives. Recommends upgrades to existing end user hardware, software and other products; coordinates their installation, testing and implementation with Parsons users.
* Monitors the track record and use of third-party hardware and software being used by Parsons end users. Identifies questions, issues and problems; works with the vendor to identify solutions and resolve them. Evaluates the results and resolution of identified questions, issues and problems to assure the matter is resolve and to recommend further actions if necessary.
* Manages and oversees computer hardware and software courses and other training for Parsons employees.
* Backups up the IT Operatios Manager during PTO/PTI, actively engaging and coordinating with the Infrastructure team (local and US) in reporting high severity cases on the IT Network and Server/ Storage InfraStructure within the Design offices and the Data Center to the MEA CIO.
**What Required Skills You 'll Bring :
‎4-year degree in Computer Science (or related curriculum) and at least ‎10+
years of progressive experience in the Microsoft environment, end user
computing, or other related experience. Knowledge of systems
analysis/programming utilizing specialized languages. ‎5+ years in a leadership
role on a project or as a manager of an IT operational function. (or an
equivalent combination of work experience and education).
Certifications:
Microsoft Certified Professional (MCP). ITIL v3 Foundation required.
Project Management Professional (preferred).
Minimum Clearance Required to Start:*
Not Applicable/None
Parsons is an equal opportunity employer committed to diversity in the
workplace. Minority/Female/Disabled/Protected Veteran.