Overview:

We're on a mission to transform global workplace communication, and we need your help.

How do you prefer to collaborate with your colleagues? By phone, video, instant message, or even text? Fuze is making it easy for businesses to embrace the modern, mobile workforce. We offer a single cloud-based platform that includes these technologies and more for simple, smart communication that works. Headquartered in Cambridge, MA with offices and customers worldwide, we're growing at a lightning-fast speed to meet the demands of the evolving unified communications as a service (UCaaS) market. Join us on our journey by bringing your passion and expertise to our Information Technology team as Manager of End User Support!

What You’ll Do:

• Build out, manage and maintain a best-of-breed desktop SME and problem management support organization – Helpdesk and trouble-ticket resolution experience a plus
• Establish organizational goals and supporting processes to achieve the desired team outcomes
• Set, enforce, measure, and communicate service levels and offerings for end user support operations to customers and management
• Envision and execute delivery of new technologies, processes, policies, and procedures
• Assume accountability for organizational, financial, and budgetary issues
• Provide leadership, guidance, and training to direct reports
• Forecasting, rationalizing, planning, and coordinating necessary patches and upgrades while performing lifecycle management for core desktop applications
• Achieve or exceed all department performance metrics and targets
• Own the problem management process, including communications to the business
• Develop new initiatives/projects and ensure newly engineered end user solutions meet operational requirements

What You’ll Need:

• Bachelor’s degree or equivalent experience
• 5+ years of combined technical and managerial experience, preferable in a SaaS based environment
• Experience building operational organizations and processes
• Excellent verbal and written communication skills
• Ability to function within a fast paced environment
• Ability to adapt to rapid changes in priorities and logistics
• Working knowledge of JIRA, Operating systems (Windows XP, 10, OSX), managing Mac OSX administration utilizing JAMF, Workstation imaging (e.g. Sysprep, VMWare templates/cloning) and build scripting, Hardware (Desktops, Laptops, mobile devices), Security (AD GPO, login scripts, local policies, endpoint security software), Core office-automation applications, Patching/software deployments, Performance diagnosis methodologies and tools, Virtual Desktops, application virtualization, Microsoft or other vendor Certifications, Experience with desktop engineering, a plus