Senior IT Manager - End User Solutions

Position Title: 

Senior IT Manager, End User Solutions

Pay Rate:

$137,400 – $183,200

Multiple factors, including Individual experience, skills and abilities will determine where an employee is ultimately placed in the pay range.

Category/Shift:

Salaried Full-Time

Physical Location:

6400 Poplar Avenue

Memphis, TN 38197

The Job You Will Perform:

• Manage and direct the establishment and continuous improvement of End User Solutions people, processes, and technology globally to ensure outstanding quality of service, aligned closely with business and customer needs.
• Direct the development and maintenance of the End User Solutions operating model processes and activities to minimize disruption to key business processes and ensure the appropriate service and support levels are established and maintained.
• Achieve high levels of customer satisfaction through monitoring and management of all services that impact the businesses’ ability to operate.
• Direct the selection, testing, deployment, and maintenance of hardware and software products as well as potential outsourced arrangements.
• Establish and ensure that operational metrics are monitored, collected, and reported in a timely manner, including monthly, quarterly, and annually metrics and reporting.
• Managing the overall End User Solutions budget, resources, and project plans to meet all critical milestones associated with the team’s strategy and operating plan.
• Influence and optimize our services and support model through utilization of improved monitoring capabilities for proactive resolution of potential service interruptions:
  • Automation of processes and procedures to allow resources to focus on new service capabilities and business initiatives
  • Adoption of testing methodologies to ensure defects are identified and quality of service is uninterrupted by technology changes
  • Problem tickets entered and resolved in order to minimize reoccurrence of repeat incidents that impact end user productivity and availability
  • Service Level Agreements are defined for all infrastructure and application services that our business depends on for operations.
• Collaborate with all IT service providers to manage and optimize the services and support necessary for global utilization.
• Manage 3rd party Service Providers or build a new team to establish internal capabilities.  Potentially direct responsibility for a team of approximately 1-3 direct employees and ~40 indirect employees.
• Direct responsibility for an annual budget responsibility for staffing, services, licensing, and maintenance of approximately $3-5MM, and management of external service providers
• Backend operational services and support for approximately 3,500 SharePoint sites applications
• Hosting email services for over 4,000 mailboxes (user, shared, and resource)
• Maintain Mobile Device Management of approximately 500 smartphones, cell phones and tablets
• Provide audioconferencing services for over 4,040 accounts and major corporate conferencing events
• Manage ~23 TelePresence and a few dozen videoconferencing systems
• Supporting approximately 500 cellular accounts
• Provide software delivery capabilities for over 4,000 clients

The Qualifications, Skills and Knowledge You Will Bring:

• 10-15+ years of information technology experience in application & system administration
• College degree required with an emphasis in computer science, information technology, computer engineering, or other IT-related area
• Post-graduate MBA, business, or technical degree a strong plus
• Ability to communicate effectively with senior and executive levels as well as the entire IT organization
• Highly engaged leader with the ability to engage, motivate and inspire a team to achieve a high level of results
• Strong oral and written communication skills
• Effective use of conflict management skills
• Proven people development skills
• Effective negotiation and interpersonal skills
• Effectively influence and direct others
• Provide strategy and vision, holding people accountable for achieving desired business results

The Benefits You Will Enjoy:

International Paper offers a benefits package that includes health, welfare and retirement plans including Medical, Dental, Life insurance, Flexible Spending Accounts, Short-term and Long-term Disability, 401(k), Company-funded retirement contributions, Paid Time Off, Education & Development (including Tuition Reimbursement), Student Loan Repayment Assistance, and Voluntary Benefits including insurance for home, auto, vision and pets. 

The Career You Will Build:

Leadership training and promotional opportunities within a global company.

The Impact You Will Make:

We continue to build a better future for people, the planet, and our company! IP has been a good steward of sustainable practices across communities around the world for more than 120 years. Join our team and you’ll see why our team members say they’re Proud to be IP.

The Culture You Will Experience:

International Paper promotes employee well-being by providing safe, caring and inclusive workplaces. We have team members all around the world with diverse backgrounds, experiences, and perspectives. These are our strengths. We are committed to creating a culture where all individuals are respected, valued, engaged and have an opportunity to do their best work every day. We invite you to bring your uniqueness, creativity, talents, experiences, and safety mindset to be a part of our increasingly inclusive and diverse culture.

The Company You Will Join:

International Paper (NYSE: IP) is a global producer of sustainable packaging, pulp and other fiber-based products, and one of the world's largest recyclers. Headquartered in Memphis, Tenn., we employ approximately 39,000 colleagues globally who are committed to creating what's next. We serve customers worldwide, with manufacturing operations in North America, Latin America, North Africa and Europe. Net sales for 2023 were $18.9 billion. Additional information can be found by visiting InternationalPaper.com.

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