Sr. Manager, End User Support

| Greater Boston Area

No one knows the road like Agero. For over 40 years, we have provided the safest, smartest solutions for drivers and the companies that keep them moving.
As a result, we have become an industry leader, providing vehicle manufacturers and insurance carriers with privately labeled state-of-the-art roadside assistance plans and efficient claims management solutions. Our Roadside Assistance network protects more than 75 million drivers each year, providing award-winning service that helps motorists in their time of need while building customer loyalty for our clients.
Headquartered in Medford, MA with operations throughout North America, we are trusted by more than 100 leading corporations and used by 75% of the new passenger vehicles sold in the U.S. As a result, we have more information about cars and drivers than any other company. We use that data to continually enrich our solutions, maximizing our customers' opportunities while minimizing driver distraction.

DESCRIPTION SUMMARY:

This position will lead a technology team that is front facing in support of the organization’s key initiatives. Supports the end user community of the organization by administering an evolving catalog of user service platforms. This individual will combine superior customer service with technical leadership in areas such as mailbox support, user maintenance, cloud technologies, and end user device configurations. 

KEY OUTCOMES:

  • Oversees and directs the high functioning local and remote End User Services Team responsible for administering security privileges, End User access, End User Device Management Mobile/Telephony/Compute), as well as supports various cloud technologies. Including but not limited to:
    • Office 365 Management
    • Active Directory & Group Policy Management
    • Virtual Desktop Infrastructure
  • Work closely with executives and site leadership teams on End User solutions
  • Define capital allocation requirements and monitors budget adherence. 
  • Management/Architecture experience with Cloud IaaS, SaaS, and Office 365. 
  • Manage cross-functional initiatives across the organization
  • Define technology solutions designed at supporting the organizations end user community
  • End User Device Management Manages Capital Allocation requirements along with budget adherence
  • Responsible for the ongoing maintenance and future planning needs of the company’s end user environment
  • Monitor technology trends and make recommendations on incorporating new technology into the company’s existing platforms.Evangelize for end user experiences, as well as design and deploy technology to improve the End User experience

EDUCATION: Bachelor’s Degree

EXPERIENCE: 4 years IT Leadership. 

SKILLS: Management and architecture skill sets required in Cloud IaaS, SaaS, and Office 365. User advocacy, and presentation experience, negotiating pricing with partners and value-added resellers. Solid understanding of Virtual Desktop competencies a must.

COMPLEXITY: Ability to work within all levels of the organization. Good understanding of networking concepts. ITIL Foundations process knowledge a plus

WORKING RELATIONSHIPS: Interfaces with other team members, including cross-functional teams, business users, and vendors.

ADDITIONAL REQUIREMENTS: May be required to be available 24 x 7. Occasionally work nights and/or weekend hours for major implementations to minimize impact on organization. Includes 20% business travel.


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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • GolangLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PerlLanguages
    • PythonLanguages
    • ScalaLanguages
    • D3JSLibraries
    • jQueryLibraries
    • jQuery UILibraries
    • ReactLibraries
    • Twitter BootstrapLibraries
    • Backbone.jsFrameworks
    • FlaskFrameworks
    • Node.jsFrameworks
    • Ruby on RailsFrameworks
    • MongoDBDatabases
    • PostgreSQLDatabases
    • RedisDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • Aha!Management
    • ConfluenceManagement
    • TrelloManagement
    • DrupalCMS
    • WordpressCMS
    • HubSpotCRM
    • Microsoft DynamicsCRM
    • SalesforceCRM
    • ZohoCRM

Location

We are located in Medford, MA, right at Wellington Station with close access to the MBTA, I-93, Assembly Row, and a stones throw away from Boston.

An Insider's view of Agero

What projects are you most excited about?

“We're passionate about making the roads safer with our Driver360 mobile platform. We’ve developed crash detection technology that helps people when they're most in need, and we're using billions of miles of driving data to study crash risk factors and find ways to help people avoid crashing in the first place.”

Michael

Sr Data Scientist, Business Intelligence

How does the company support your career growth?

Agero has provided me the opportunity to work on a number of different strategic, cross-functional projects.

Ashley

Manager, HR Initiatives

What's the biggest problem your team is solving?

Our Engineering/IT teams are moving to the Amazon AWS cloud, which involves a lift/shift for some applications as well as rewriting other applications to be more micro service orientated. This effort is a huge transformation which includes new roles, training and re-thinking how IT operates as a cloud service organization.

Karen

Director, DevOps

What are Agero Perks + Benefits

Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Child Care & Parental Leave Benefits
Flexible Work Schedule
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Perks & Discounts
Casual Dress
Commuter Benefits
Game Room
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Whether it's personal development or for general education about our business, Learn at lunch is a big part of who we are!

Additional Perks + Benefits

We’ve got the benefits you’re use to and some you aren’t – including flexible health and dental care from your choice of doctors. We take care of the time off and allow you to make decisions about how much you want to carry over from year to year so you can recharge your batteries and achieve harmony both inside and outside of the workplace. How many places set you up with laptops and two monitors as standard fare? We’ve got more discounts and perks than you can count on 2 hands – and they are meaningful! Plus we offer a free subscription to the CC Motor Club.

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