Director, End User Services at Tricentis Americas, Inc. in Atlanta, Georgia

Job Description:

ABOUT TRICENTIS:

With the industry’s #1 Continuous Testing platform, Tricentis is recognized for reinventing software testing for DevOps. Through agile test management and advanced test automation optimized to support 150+ technologies, we provide automated insight into the business risks of your software releases—transforming testing from a roadblock to a catalyst for innovation. The result is accelerated software delivery speed, improved cost efficiency, and reduced business risk.

Tricentis is the only vendor to achieve “leader” status in all three top analyst reports (i.e., the “Triple Crown.”) This honor is based on our technical leadership, innovation, and a Global 2000 customer base of 2,000+ companies, including global enterprises such as Allianz, Cisco, Dolby, First Data, HSBC, Office Depot, Samsung, Starbucks, Vodafone, Whole Foods, and WorldPay. Customers rely on Tricentis to achieve and sustain test automation rates of over 90 percent—increasing risk coverage while accelerating testing to keep pace with Agile and DevOps.

Tricentis has a global presence throughout AMS / EMEA / APAC, including Austria, Australia, Belgium, Denmark, France, Germany, Hungary, India, Poland, Singapore, Sweden, Switzerland, The Netherlands, United Kingdom, and the USA.

WHAT'S INTERESTING ABOUT THIS JOB

The Direct of End User Services is a key leadership position at Tricentis, leading end-user support throughout all the US corporate, regional, and global locations through our service desk and desktop support teams.  The right leader will build and execute a strategy, processes, training, and a delivery team that drives toward continually improving service desk delivery, customer satisfaction, responsiveness, and technical training. To be successful, you should have strong technical aptitude and superior project and people management skills.

As a hands-on manager focusing on enabling employees to be even more successful at their jobs, your role will transform the delivery of end user services for employees at more than 20 locations worldwide. This opportunity provides unique chances to grow personally and professionally.

WHAT YOU WILL BE DOING

In this highly-valued IT Leadership role you will be key to enabling the productivity and growth of our business by removing technology blockers across our company.  Your combination of technical expertise and excellent customer service skills will be key as you help Tricentis employees to be more productive and help fuel our rapid pace of growth.

Core Accountabilities

• Drive delivery and support for mission critical services like cloud-managed End User devices Windows, Mac, iOS, Intune, SCCM/ Autopilot, O365, Collaboration Tools (Slack , Zoom, Teams) and user authentication services (Okta, AD)


• Provide leadership, direction and support to our IT Service Desk, responsible for ensuring that Tricentis colleagues receive an unparalleled, secure service by overseeing End User Service / Desktop Support delivery.


• Manage the ordering, preparation, and configuration of new laptops and peripherals for new hire deployments, as well as the refreshment schedule for existing end user equipment.


• Create and manage a continuous improvement program that identifies and implements best practices, measures performance, and drives improvements in IT systems and processes


• Partner with Global Operations team to respond to Incident, Change, and Problem processes, and report on key performance indicators (KPIs)


• Effectively partner with IT business process managers to define solution strategies and annual roadmaps, setting direction in all areas of responsibility, monitoring ongoing effectiveness, and overseeing refresh, redesign, or redirection as appropriate


• Identify, define, and measure success of global IT delivery processes, management of production systems, and successes on roadmap execution


• Leads the Service Delivery Incident management process to resolution and restoring our company's provided IT operations swiftly.


• Provide project management support for IT initiatives, ensuring quality and conformance to methods, policies, and standards


• Manage vendor relationships, contract negotiations, new vendor selection processes, renewal solutions, maintenance, and support


• Work hand in hand with peer IT Managers to optimize the global IT services


• Managing escalations from sales and revenue operations, corporate functions, product engineering, and other functional/business areas.

Innovation:

• Lead large-scale initiatives and strategy to transform the end-user services portfolio, including driving roadmaps and technical innovation


• Generate new/unique solutions and embrace new technologies


• Establish an excellent delivery process, enabling distributed resources to work as an effective, objective driven and collaborative global team


• Identify, analyze, mitigate, and proactively respond to project, business, financial and operational risks; both real and anticipated

Leadership

• Effectively collaborate with multiple business teams with a service delivery mindset, always reaching for opportunities to improve service and our business partners’ IT experience


• Develop a strong leadership team that cultivates cross-functional collaboration within the IT organization as an advocate for the end-user experience.

• Lead through change by bringing clarity, generating energy, and delivering success


• Provide leadership and guidance to direct reports, fostering a work culture that recognizes and supports individual differences in workstyles, personalities, cultures, and values


• Supervise, mentor and grow team members in multiple global locations

• Drive all aspects of recruiting including attracting, building and retaining a highly skilled team of professionals


• Regularly communicate priorities and vision to team members to maximize team performance and effectively achieve personal and team goals

WHAT YOU NEED

Required Skills

• Bachelor's degree in related field or High school diploma with extensive years of equivalent experience.


• Minimum 5 years of people management, and experience managing operations in an IT and/or Critical Infrastructure Environment, leading and motivating a diverse, technical workforce


• Knowledge of state-of-the-art technologies, including hardware and software


• Thorough knowledge of IT Industry standard metrics


• Experience contributing to the development of new concepts, techniques, and standards


• Solid Experience with Enterprise Deployment Methodologies (like Intune, Auto-pilot, MECM, JSS)


• Solid Experience on Windows OS, OSX, Linux, iOS, Office 365, VDI and Collaboration Tools


• Solid Experience of Enterprise Security principles and user-authentication (Okta /AD)


• Willingness to work flexible hours, non-business hours, or other scenarios required by rhythm of the business

Skills and Experiences that We Value

• Enterprise-level experience in managing End User Services delivery in a global setting, including large-scale and complex projects/programs


• Demonstrable ability to work with a diverse team across global time zones ( i.e., US, EU and India) to effectively complete tasks and objectives


• Demonstrated creativity, problem solving, and intelligent thinking with a customer-service mindset


• Working knowledge of audit and compliance requirements in a large global enterprise


• Strong problem-solving skills, and an innovative approach to addressing administration, personnel, and technical problems


• Must be able to multi-task and project manage many tasks simultaneously


• Preferred experience with cloud-based services (Azure, O365, AWS)


• Excellent interpersonal, intercultural, and organizational skills, ability to handle diverse situations, multiple projects and changing priorities


• College or university degree in Computer Science, Information Technology, S/W Engineering, or equivalent experience is desirable but not necessary


• Willingness to travel internationally on occasion


• Strong verbal and written communication and organization skills

WHY YOU’LL LOVE WORKING AT TRICENTIS:

• We’re passionate creators – of products, of experiences and of the future of software testing automation. 


• We offer great benefits like flexible working hours, 100% coverage of medical & dental premiums, and company paid volunteer days. 


• We live our values of Customer Success, Continuous Innovation, One Team, Empowerment, and Give Back. Team members truly want the best for each other and the company. People are happy to share their insights and lend help when needed. 


• Our commitment to diversity and inclusion runs deep. We actively seek out those with different perspectives and consciously take steps to ensure everyone has a voice. We want to make the best; most innovative products and we need multiple perspectives to do that. That isn’t just lip-service; we update our processes if we find a way it can be more inclusive. 


• You will have the opportunity to make a real and meaningful impact for more than 2,000+ global customers with the best continuous testing platform in the world.   

PERKS and BENEFITS

• Market competitive salary and annual performance-based bonus


• 100% company paid medical (dependent on plan type)


• 100% company paid dental, vision, life & disability coverage 


• Company paid holidays, PTO and volunteer days


•  401(k) plan 

Tricentis is proud to be an equal opportunity workplace. Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, disability, or protected veteran.