Manager, User Support Services

**Meet Our Team**:
Pega is on the cutting edge of technology; this is your chance to get your hands-on leading technologies and solve interesting problems. The User Support Services team is dedicated to providing superior, end user experiences to over 6000 Pega users across the globe.

**Picture Yourself at Pega**:
The Manager of IT Client Computing will partner with the Senior Manager of IT Client Services for the planning, creation, implementation and support of end user facing systems and information technologies that support the Pega workforce.

This role requires a high level of professionalism and flexibility in working with customers and colleagues at all organizational levels. This people manager will use creativity and innovation to push the boundaries of the tools at our disposal to improve the business value of those tools.
- Pega is changing the way the world builds software. Our goal is to be the no. 1 CRM SaaS company in the world.
- In this role, you’ll help us by helping all our employees and contractors in the India office
- Pega is staying on the cutting edge of technology, this is your chance to get your hands on working on leading technologies to solve interesting problems.

**What You'll Do at Pega**:

- Own and manage the project portfolio of specialized services (E.g. GSD, USS, etc)
- Manage the project initiation process; ensure that project scope, priority, and delivery timelines are understood and aligned
- Aggressively manage projects to ensure quality, on time, on budget deliverables
- Manage customer expectations and effectively negotiate priorities and delivery schedules
- Participate directly in pilot programs, managing user expectations and gathering user feedback
- Establish scope and deliverables, create Work Breakdown Structure, assign resources, and manage activities to deliver projects
- Encourage and achieve adoption of all products across Pega
- Work with the Senior of IT Client Services to develop and execute roadmaps to rollout new tools to meet key business plan objectives and encourage the greatest amount of use and adoption of those tools across Pega
- Establish and maintain strong relationships with peer managers and contributors across Pega IT
- Ensure user experience continuity across Windows and macOS operating systems
- Participate in hiring to ensure we continually raise the bar on our team and manage the professional development, workload, and team integration between a diverse group of support professionals in multiple locations
- Enrich our staff management processes to get the best results from each team member by participating in performance evaluations, disciplinary conversations, and communicating feedback to team members including regular 1:1 meetings
- Manage training, ongoing coaching, and onboarding processes to support our current and future team members
- Leverage Learning and Development resources to improve reach and effectiveness of adoption and training
- Manage high priority events, including drafting and delivery of end user communication within defined guidelines
- Continually look for ways to innovate our client experience

**Who You Are**:

- Strong analytical skills and ability to interpret and visualize dataStrong technical skills and experience with end user systems
- Strong organizational skills including project management experience
- Exceptional collaboration, teamwork, negotiation, influence, and relationship-building skills
- Ability to multi-task and thrive in a fast-paced, deadline-oriented and solution-oriented environment
- Bachelor’s Degree (preferably in IT related field) or equivalent working experience.
- “Hands on” manager with the ability to mentor junior team members and step in as needed to assist in problem resolution.
- Strong working experience of both Windows and Apple Operating Systems
- Effective interpersonal skills including facilitation skills and conflict resolution.
- Ability to work with individuals of varying technical understanding; should be able to adjust communication style based on targeted audience.
- Ability to work independently with mínimal supervision.
- Ability to motivate and build effective teams.

**What You've Accomplished**:

- 3+ years of IT experience acting as a team lead; 1+ year of managerial experience is preferred
- Knowledge of Microsoft Operating Systems, Applications (Office, Visio, Project, Outlook, etc.) and working knowledge of Active Directory roles.
- Knowledge of Apple Macintosh Operating Systems (MacOsx) and Applications
- Strong knowledge of PC/Mac hardware troubleshooting and repair
- Knowledge of desktop support utilities such as anti-virus and spyware removal tools
- Knowledge of VPN, WiFi and other remote access methods
- Possesses a range of technical troubleshooting skills encompassing; Desktop OS, messaging, networking, and various hardware configurations
- Bachelor’s Degree (preferably in IT related field) or equivalent working experience is preferred
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