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End User Services Manager

Date: Jan 19, 2023

Location: Assumption, IL, US

Company: AGCO

End User Services Manager

Who we are looking for:

 At AGCO, we believe that when our employees succeed, our business succeeds. It’s a people philosophy that we believe and invest in. We make sure all of our employees – in every function, every geography and at every level – have the tools they need to be successful and take charge of their career. Because when our people grow, our business grows. Every day. Every way.


The End User Services Manager will be responsible for leading North America Service Delivery, Incidents, Requests, and overall procedures related to End User Technology. The position will oversee the PC Refresh process, including testing new desktop computer systems as needed. Will work with the desktop project team to implement new and updated software and to refresh computer equipment on a regular basis. Plans and coordinates activities of the team to perform, monitor and report on processes. Identifies process deviations to ensure effective remediation. Establishes continuous process improvement cycles to review and enhance activities, roles, responsibilities, policies, procedures and supporting technology.


The candidate must also be familiar with Desktop Support governance and have working knowledge of ITIL service delivery model. Additionally, the candidate must possess strong creative, communication, and collaboration skills.


What you will do:

  • Provide tactical oversight in the management of people and operational resources, ensuring successful delivery of services.
  • Assess performance, develop improvement plans, and implement solutions to drive continuous improvement for IT desktop, end user equipment support.
  • Ability to communicate with and influence technical and non-technical customers, colleagues, and vendors.
  • In conjunction with infrastructure, security, application development, and business teams, ensure all end user infrastructure systems are in an optimal configuration. Ensure end user operating systems, software, and security run according to company standards.
  • Keep the knowledge base and documentation for the team updated with new resolution and process appropriately.
  • Ability to understand end users' requirements, concerns and manage interaction between different parties
  • Accountable for North America desktop/laptop assets and their software licenses and manage them effectively


What you will bring:

  • Bachelor`s degree in Computer science, IT, engineering, or equivalent education
  • 7-10 years of progressive IT experience in Management, Service Delivery and Technology and Support
  • Solid understanding of Operating System Deployment - Windows 7, 8 & 10, Microsoft Office 2013 & 2016 support, Office 365, software asset management (SAM), OneDrive, Bit locker, WebEx, and Application deployment
  • Experience with ticketing tools in managing incidents and services requests.
  • Excellent Communication skills, ability to organize, prioritize and coordinate multiple work activities and meet targeted deadlines


A plus if you have:

  • 10 years’ experience in the IT field.
  • Working knowledge of the PM methodology, processes, and tools
  • Communication / interpersonal skills, capable of interacting with multiple levels of IT.
  • Successfully influences diverse groups and teams to deliver value-added solutions, Face-to-Face customer engagement skills.


Travel Requirements:

  • 20% travel may be required


What we offer:

Experience our global diversity and enterprising spirit while helping us create innovative technologies and a positive impact that helps feed the world’s nearly 8 billion people. From the day you decide to join AGCO, we want to engage and excite you and we’re clear on where we want to go as a business, and we trust you to help us there. Whether you want to learn a new skill or you aspire to do something different, we can help you develop the skills you need to take your career - and our business - to the next level.

We also invite you to “Make the Most of YOU” - Benefits include health care and wellness plans, flexible and virtual work options (where available), 401(k) Savings Plan with company match, paid holidays, and paid time off, flexible spending accounts, reimbursement for continuing education, company philanthropic programs, company perks programs, and much more…


Please note that this job posting is not designed to cover or contain a comprehensive listing of all required activities, duties, responsibilities, or benefits and may change at any time with or without notice.


AGCO is proud to be an Equal Opportunity Employer.

We maintain a drug-free workplace and perform pre-employment substance abuse testing.


AGCO is a global leader in the design, manufacture, and distribution of agricultural engineering with a portfolio of exciting international brands which deliver solutions to farmers in 140 countries through a full line offer from tractors and combine harvesters to protein production systems and smart farming software solutions – to an environment where the future is happening now. Join us as we bring agriculture into the future.


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