Manager Enterprise Workplace Support

**Manager Enterprise Workplace Support**




**JOB SUMMARY:**


The Enterprise Workplace Support (EWS) Manager position is responsible for providing tier 2 technology support, managing the problem management process and developing innovative solutions utilizing tools such as NexThink and Helix to proactively support the business. This involves utilizing a team of subject matter experts in products and services utilized across the enterprise to:



+ Provide support to front line analysts at the service desk via swarming and live transfers to insulate tier 3 from ticket escalations.
+ Resolve incidents and requests in a timely manner, and ensure knowledge is up to date.
+ Manage the problem management process and collaborate with subject matter experts to perform root cause analysis to prevent repeat issues.
+ Develop self-service support options and proactive incident support.
+ Drive the evolution of the Digital Workplace Operati...

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