Senior IT Manager, End User Services at RingCentral

| Greater Denver Area
Sorry, this job was removed at 11:31 a.m. (MST) on Wednesday, May 13, 2020
Find out who's hiring in Colorado.
See all Operations jobs in Colorado
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Are you looking for an opportunity where your skills and enthusiasm make a difference and where your voice will be heard? At RingCentral our award-winning environment is high-energy, team-oriented and committed to providing world-class service for its customers. We're the #1 global cloud-based, communications provider, growing at more than 30% annually and we're looking for team-members with an entrepreneurial spark!

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered lunch and breakfast on a daily basis as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

RingCentral is the largest and fastest-growing pure-play provider in this space, with a market capitalization of over $6 billion. With +$600 million run rate, RingCentral is projected to reach $1billion by 2020. Examples of Wall Street analyst quotes post Q3 earnings:

  • Craig Hallum:"Predictably Exceptional Results – We've Come To Expect Nothing Less."
  • Deutsche Bank:"Executing like a Well-Oiled Machine."
  • Jeffries:"Firing On All Cylinders."
  • Northland:"As UCaaS Market Evolves, RNG Excels"

We're creating cool, disruptive products and we need your help!

Job Type: Full Time | Location: Denver, CO

Job Description:

RingCentral is looking for a Senior IT Manager, End User Services who will be responsible for leading a team of IT professionals charged with delivering a high-quality portfolio of IT services to users and businesses in the US Mountain, Central and East Coast locations. In addition, you will be a transformational leader ensuring delivery of end user services is optimized across the helpdesk, desktop, and site IT support functions. 

This position is responsible for partnering with all IT and business leadership to plan, design, develop, transform, automate, maintain, and operate End User Services and Technologies. He/She will also be working to build new services / transform existing services as required by the growing needs of the company and as a result will be need to have strong interpersonal and communication skills. This individual will work out of the Centennial, Colorado office.

Responsibilities:

  • Manage the transformation and delivery of end user services and related technologies including applications, software, laptops, desktops, mobile phones, and A/V equipment.
  • Manage and provide site leadership / direction for the IT infrastructure and operations team located in the US Mountain, Central and East Cost locations.
  • Continuously seek and develop innovative solutions to business problems leading the change and adoption of new processes, services and technologies to meet the needs of the business and key stakeholders.
  • Oversee a team of technical support staff who are responsible for the full lifecycle of end user services from design, build, introduction, and retirement/refresh of equipment, software, application and services.
  • Track, maintain, and create key metrics and client satisfaction measures focusing on the continuous improvement of the service.
  • Sponsor and/or lead special projects relating to ensuring successful delivery and support of End User Services.
  • Lead effort to optimize the delivery of End User Services utilizing resources from the IT infrastructure, desktop and helpdesk support functions.
  • Develop and maintain partnerships with the businesses and key stakeholders mapping their needs to the end user services being provided by IT.
  • Ensure global standards, documentation, and processes for End User Services (ie: hardware, escalation, procurement, asset management, etc.) are created, deployed, and kept up to date.
  • Manage compliance with corporate policies, HIPAA, SOX, Security and represent End User Services on response to internal and external audits.
  • Focus on improving service delivery through effective use of ITIL methodologies, best practice, and industry standards.
  • Create and track key performance indicators, staffing ratios, trends, and benchmarks
  • Develop/plan budget and recommendations for personnel, training, equipment, materials and all other end user services related activities.
  • Develop and communicate department to company goals and mission to team members, provide consistent performance feedback, and create opportunities and framework for team member career advancement.
  • Interview/hire new employees, evaluates performance, and assess personnel/take action where required.
  • Create and execute End User Services strategic roadmaps, update the priorities and document staffing/resourcing requirements for current and future needs.
  • Ensure resources are available for proper 24x7 support of the services along with accounting for individual vacation and holidays.

Qualifications:

  • Bachelor's degree in Information Technology, CS, MIS, Business, or related field and equivalent practical experience
  • 10+ years or more overall IT experience
  • 5+ years or more of IT management experience
  • Experience managing teams that deliver end user services and related technologies specifically working with software as a service providers, support of Apple, Microsoft, and Android based laptops, desktops, and mobile phones and support of A/V equipment.
  • Proven track record of working with facilities to successfully deliver on all IT related aspects of a facilities related projects.
  • Experience utilizing the various case management tools to develop and report on key metrics and reports
  • Ability to work across and manage distributed teams
  • Demonstrated ability to communicate, present and influence credibly and effectively to all levels of an organization especially to key business partners and executives.
  • Project management skills, to manage projects effectively and deliver on time and within budget
  • Proven success in transforming End User Services with the focus on optimizing the use of a Global Helpdesk.
  • Demonstrated ability to lead teams in successfully implementing new technologies and services.
  • Strong business acumen, as well as strong analytical and strategic thinking abilities to draw conclusions based on data
  • Self-motivated individual capable of working in a face-paced, dynamic environment
  • Detail and results oriented; skilled at both planning and hands-on execution
  • Ability to excel in a team-oriented, collaborative, and fast-paced environment
  • Excellent written, verbal, and presentation skills

About RingCentral

RingCentral, Inc. (NYSE: RNG) is a leading provider of global enterprise cloud communications, collaboration, and contact center solutions. More flexible and cost-effective than legacy on-premises systems, the RingCentral platform empowers employees to work better together from any location, on any device, and via any mode to serve customers, improving business efficiency and customer satisfaction. The company provides unified voice, video meetings, team messaging, digital customer engagement, and integrated contact center solutions for enterprises globally. RingCentral's open platform integrates with leading business apps and enables customers to easily customize business workflows. 

RingCentral is headquartered in Belmont, California, and has offices around the world.

RingCentral is an equal opportunity employer that is committed to workplace diversity.

Read Full Job Description
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.

Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • PythonLanguages
    • OracleDatabases
    • ConfluenceManagement
    • MedalliaCMS
    • BoxCMS
    • SalesforceCRM

Location

We are located in the Denver Tech Center.

An Insider's view of RingCentral

How do you collaborate with other teams in the company?

Our product makes collaboration at the core of our company. I like to leverage face-to-face communication and connect directly with other teams to discuss ways that we could be more effective in our hiring strategies. We are the type of company where people actually want to have direct connections because it preserves our values and our culture.

Anthony Smith

Team Lead, GSS Recruiting

How does the company support your career growth?

RingCentral is where I feel my career really took off. The career growth here is personalized, thoughtful, and supported by mentors and management. I love the work that I do and feel like my personality bleeds through into everything I touch. I have never felt so connected to an organization and I know there is only more good things ahead!

Melissa Regan

Manager, Global Onboarding & Enablement

How do you make yourself accessible to the rest of the team?

Being accessible is critical to RingCentral’s culture and success. I ensure I keep my door open and sit on the floor with the team. To me, nothing should prohibit you from being available to your team and others. I am glad to work at a company that gives me the tools and technology to connect - even when I am 300 miles away!

Ayub Mohammed

AVP, Small Business Sales

What are RingCentral Perks + Benefits

RingCentral Benefits Overview

RingCentral fosters career development and provides leadership training, education, workshops, and coaching for all employees. RingCentral promotes a healthy work-life balance by providing catered breakfast and lunch daily, as well as a kitchen stocked with a variety of complimentary beverages and delicious snacks.

At RingCentral, we offer a competitive benefits package including medical, dental, vision, 401K, Employee Stock Purchase Plans and many more perks!

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team based strategic planning
Group brainstorming sessions
Diversity
Documented equal pay policy
Dedicated Diversity/Inclusion Staff
Unconscious bias training
Someone's primary function is managing the company’s diversity and inclusion initiatives
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Onsite Gym
Team workouts
Besides RingCentral's onsite gym, we do many fitness classes that encompass working together and having fun!
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Employee Stock Purchase Plan
Match charitable contributions
Child Care & Parental Leave Benefits
Generous Parental Leave
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
Parking
Professional Development Benefits
Job Training & Conferences
Acme Co. offers employees professional development opportunities like Onsite training courses.
Lunch and learns
Acme Co. hosts lunch and learn meetings once per quarter.
Promote from within
Customized development tracks
More Jobs at RingCentral44 open jobs
All Jobs
Finance
Data + Analytics
Dev + Engineer
HR
Operations
Product
Project Mgmt
Sales
Project Mgmt
new
Remote
Project Mgmt
new
Denver
Project Mgmt
new
Denver
Operations
new
Denver
Developer
new
Denver
Data + Analytics
new
Denver
Operations
new
Denver
Sales
new
Remote
Sales
new
Remote
Sales
new
Remote
Developer
new
Denver
HR
new
Denver
Operations
new
Denver
Apply now
By clicking continue you agree to Built In’s Privacy Policy and Terms of Use.
Save jobView RingCentral's full profileSee more RingCentral jobs