IT Senior Manager - Workforce Technology

Overview

Enterprise Mobility is a leading provider of mobility solutions, owning and operating the Enterprise Rent-A-Car, National Car Rental and Alamo Rent A Car brands through its integrated global network of independent regional subsidiaries. Enterprise Mobility and its affiliates offer extensive car rental, carsharing, truck rental, fleet management, retail car sales, as well as travel management and other transportation services, to make travel easier and more convenient for customers.  

Privately held by the Taylor family of St. Louis, Enterprise Mobility together with its affiliate Enterprise Fleet Management manages a diverse fleet of 2.4 million vehicles and accounted for nearly $38 billion in revenue through a network of more than 9,500 fully-staffed neighborhood and airport rental locations in more than 90 countries and territories. 

At the center of it all, our dedicated IT teams innovate, design and develop the technology that is redefining how customers rent, buy and share vehicles from our family of brands. Here, you will be part of a diverse and talented team that creates and delivers powerful technology solutions for our customers and employees across the world with the resources and support to develop in a variety of career paths.

As an Enterprise Mobility team member, we offer an excellent package with market-competitive pay, comprehensive healthcare packages, 401k matching & profit sharing, schedule flexibility, work from home opportunities, paid time off, and organizational growth potential.

This position is eligible for a hybrid work schedule, which includes the ability to work from home, while also requiring to be in person as needed at our Lakeside and/or Clayton Corporate HQ campus locations in St. Louis, Missouri.

Responsibilities

Workforce Technology Team Support

The Workforce Technology organization provides the essential technology used by 90,000+ team members across Enterprise Mobility. This includes traditional endpoints (laptops, thin clients, and printers), mobile devices (tablets, handheld scanners, and payment devices), as well as productivity solutions (O365, Teams, SharePoint, Jira, and more). We are focusing on providing an exceptional employee experience that allows us to advance the world, one journey at a time.

We are seeking a forward-thinking, results-oriented, and customer-centric Senior Manager to lead our Workforce Technology Support teams. This role will be responsible for the support lifecycle for a wide variety of products used across our lines of business. You will lead multiple teams to ensure readiness for change, monitoring and measuring trends, effectively managing escalations, and advocating for continuous process improvement focused on the end-user experience. You will also collaborate across the organization and with our managed service providers to ensure the cohesive planning and execution of day-to-day and strategic activities. As part of your people leader responsibilities, you will be responsible for creating a positive environment for team member development and growth. This includes supporting your team members’ career aspirations.

A successful candidate in the role will have the following relevant experience and abilities:

• Building Relationships – Partner closely across the organization to understand support trends and advocate for continuous improvement for our technology products. Develop and maintain valuable relationships with technology and service partners to ensure quality service levels for our business.
• Planning and Organizing – Develop and maintain sustainable support models for our products, including service provider and internal metrics to provide transparency into how our products our performing.
• Managing and Developing People - Build and mature teams capable of providing high quality support, within an environment that provides opportunities for advancement.
• Resilience - Identifies opportunities to provide support using forward-looking approaches that align with the evolution of our business and technology, while balancing incident trends and escalations

Required Skills & Abilities:

• Must have superior customer service skills with the ability to build productive relationships across the organization and with external partners
• Ability to prioritize objectives and balance critical assignments with discretionary improvement work
• Ability to influence others and exercise ownership of outcomes on large, cross-functional project teams
• Excellent communication and interpersonal skills
• Strong organizational and project management skills

Equal Opportunity Employer/Disability/Veterans

Qualifications

Required:

• Must be presently authorized to work in the U.S. without a requirement for work authorization sponsorship by our company for this position now or in the future
• Must reside in St. Louis, Missouri, or immediate surrounding area
• Must reside in the United States (does not include Alaska or Hawaii)
• Must be able to work a schedule within U.S. Central Standard Time core business hours.
• Must be committed to incorporating security into all decisions and daily job responsibilities
• 8+ or more years of related IT experience
• Experience with estimating and forecasting resource needs
• Experience in leading and motivating a team of experienced professionals in a technical engineering or IT support environment
• Must have strong leadership qualities, with the ability to establish and maintain solid working relationships with subordinates, peers, management, vendors, and teams/departments within the IT organization
• A strong technical aptitude with the ability to achieve results through others
• Proficiency with working with knowledge and incident knowledge in ServiceNow
• Managing work in a platform like Jira and Confluence

Preferred:

• Experience managing external Tier 1 service provider relationships
• Experience managing other managers