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Associate Manager, Executive Technical Support (VIP)

Racine, Wisconsin Job ID 20011 Apply

The Associate Manager, Executive Technical Support (VIP), reports into the End User Operations Manager within the global Service Delivery and Operations team and is focused on delivering tailored solutions and technical support to VIP clients. This person will work closely with the End User Computing teams and partner with other I&O Platform teams for the evaluation, implementation, and sustainment of products and services for the VIP group globally. This role’s primary responsibility is to provide technical support services to the VIP group and administrative executives based in Racine and will provide subject matter expertise to VIP clients in other geographies. This requires an individual to have both strong technical and communication skills.

Essential Duties and Responsibilities:

  • Lead, plan and design, new end user technology solutions that meet or exceed business requirements for VIP clients, in collaboration with the End User Technology teams
  • Provide senior level technical support, training and “how to” support to VIP clients, installing, configuring, and troubleshooting applications, operating systems, network connectivity and addressing hardware problems or questions
  • Be single point of contact, facilitating the coordination of service requests between VIP clients and other BPT support teams
  • Overall SME for infrastructure components for the VIP group with an emphasis but not limited to:
  • End User Devices, Peripherals and Accessories, Collaboration Tools, Printing/Imaging devices, global VIP support processes
  • Assist other BPT teams in the management of a stable, secure global end client computing platform for the VIP group
  • Collaborate with End User Operations manager in the sustainment of a runbook for the local technical support staff that will service VIP clients globally
  • Act as a technical liaison and provide technical support for onsite/offsite executive meetings
  • Provide training and “how to” support for SCJ approved hardware and approved business software
  • Lead and/or participate in various projects: strategic and operational initiatives

Required Skills / Experience / Competencies:

  • Associate Degree or military experience may be considered in lieu of degree requirement
  • 5+ years of desktop support experience
  • Must be authorized to work in the United States without sponsorship

Preferred Skills / Experience / Competencies:

  • Outstanding customer service focus, with a demonstrated ability to work with all levels within the company
  • Excellent written, verbal, and inter-personal communication skills
  • Ability to translate technical terminologies into understandable terms while working with clients of widely varying computer skills
  • Advanced troubleshooting experience related to all SCJ approved Hardware and Software surrounding the end user computing environment
  • Strong understanding of SCJ Policies and procedures
  • Intermediate knowledge of SCJ approved hardware and software surrounding networking (voice/data), server and mobile device platforms
  • Ability to learn new technologies quickly and apply them to business solutions
  • Excellent time management and prioritization skills
  • Proven ability to function independently or in a team environment
  • Personally committed to self-improvement
  • Prior experience managing small to large sized projects

Other:

  • Experience operating with a geographically diverse global team
  • Position must provide limited off-hours support as needed
  • Ability to challenge the status quo
  • Experience working with managed service vendors
  • Required amount of travel 5-10% to support meetings at remote locations
  • Virtual candidates will not be considered
  • Prefer individuals willing to commit to a 3+ year rotation

Better Together

At SC Johnson, we strive to create a positive, inclusive and unique workplace. We strongly believe SCJ people are able to achieve their best when they can collaborate and work together in person.

Equal Opportunity Employer

The policy of the Company is to ensure equal opportunity for all qualified applicants and employees without regard to race, color, religion, gender, marital status, sexual orientation, national origin, ancestry, age, gender identity, gender expression, disability, citizenship, pregnancy, veteran status, membership in any active or reserve component of the U.S. or state military forces, genetic history or information or any other category protected by law.

Accommodation Requests

If you are an individual with a disability and you need an accommodation or other assistance during the application process, please call our Human Resources department at 262-260-3343 or email your request to SCJHR@scj.com. All qualified applicants are encouraged to apply. Download the EEO is the Law poster for more information.

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