Director, Global IT End User Experience

Lincoln Electric is the world leader in the design, development and manufacture of the highest quality arc welding products, automated joining assembly and cutting systems, and has a global leading position in brazing and soldering alloys. With over 125 years of innovation and service excellence, we are committed to employing talent that will support our strategy to foster innovation, drive growth and provide a first class experience for our customers. Lincoln Electric: we operate to a higher standard to build a better world.

Req. ID: 22141

Position Overview:

The Director Global IT End User Experience (EUE) is a senior-level, strategic role responsible for the defining and executing the strategic roadmap for global end user productivity technologies. This role also includes responsibility for global Level 1 Help Desk and Level 2 IT end user support for the Americas, including VIP Support. The Director EUE will lead a global team that is empowered to set the strategy for and deliver modern employee experiences to Lincoln's global work force through contemporary technology platforms such as Office 365. This role is also responsible for the engineering, implementation, support, patching & lifecycle management of end user productivity technologies globally.

This role will be a significant contributor in defining the global end user experience strategy and related technology roadmaps. They will execute our global workplace strategy by partnering with key IT and Business stakeholders and ecosystem partners. This person will bring expertise in designing, building, running and modernizing production platforms in a hybrid multi-cloud environment and be responsible for each enterprise platform end to end, including the overall strategy, investment roadmap, business architecture, operations, and management.

As a part of the Infrastructure & Operations senior leadership team, this position will have significant leadership and interface responsibilities with the Lincoln Electric operational leaders, vendor partners and IT product teams globally.

The Director EUE will partner with stakeholders and suppliers to ensure that the productivity technologies deployed to the global Lincoln Electric IT end users enable the required level of productivity at an effective cost. This role will be responsible for managing key supplier relationships globally including setting strategy, understanding product/services roadmaps, escalation, and contract management/negotiation. This role will also have budget management responsibility for end user productivity technologies/services and the global Level 1 and 2 IT end user support organization ($4+ Million annual).

The Director EUE must be able to effectively communicate with all levels of the organization to gather requirements, get feedback, and set the strategic vision for the End User Experience for global IT end users at Lincoln Electric. This role will also be responsible for organizational change management associated with introduction of new/different productivity technologies across the global end user base.

Responsibilities:

• Global engineering, standards, implementation, procurement, support, patching & lifecycle management of the following end user productivity technologies:
  • PC, Laptop, Desktop, Tablet, MAC, iGel
  • Windows OS, MAC OS Standards & Imaging
  • Microsoft RemoteApp (RDS)
  • Mobile Device & MDM
  • VDI
  • Conferencing Room Equipment
• Global Endpoint Patching & Application Packaging
  • Engineering, Implementation, Support, Patching & Lifecycle Management of SCCM & Intune
  • Software packaging & Catalog
  • Manage managed service (Guardian) for Endpoint device patching
• O365 (Office, Email, Teams, OneDrive)
  • Management of O365 Tenant & Licensing
  • Rollout of O365 & coordination of testing/migration of Office 2016 Apps
  • Training & OCM for O365
  • Support, Patching & Lifecycle management of O365 Desktop Suite
  • Interface to Microsoft for O365 service issues
• Global L1 Help Desk
  • Manage vendor relationship with ATOS
  • Ensure adherence to SLAs
  • Continuous Improvement in metrics
  • Rollout to all Global IT functions
• Americas Site Support - Regionally Based L2 Site Support Team, responsible for the following:
  • Desktop, Laptop & Mobile device provisioning
  • L2 End User Support
  • Hand/Eyes for other IT teams
  • Resource for Site-based IT projects
  • IT Interface with Site leadership
  • VIP Support
• Perform Security/risk mitigation activities - includes ensuring End Users have the appropriate tools, patched software and follow our IT security policies through the collaboration with the security team and the managed services
• Manage global budgets for End User Productivity technologies, L1 Help Desk, and L2 Site Support ($4M+ annual)
• Manage global suppliers related to contract negotiation, RFP/RFI, SOW, SLA attainment, relationship, and procurement
• Manages resources in a cost effective manner
• Hires and develops staff and contractors to improve organizational capability
• Document, socialize, and gain Executive buy-in on Strategic Roadmap for end user productivity technologies and associated projects
• Manage global programs associated with end user productivity technologies.
• Ensure high quality, on-time delivery related to key platform modernization programs employee experience, productivity, and workplace solutions
• Set the strategy to maximize the use and growth of the platforms (O365, Service Now), while returning the required investment for the platform to the business
• Streamline, standardize and automate business processes where possible to reduce cost and increase the speed of new releases
• Collaborate with key business and IT partners across LOBs and functions to align technology and business priorities; negotiate and execute program improvements aligned with business strategy, service quality objectives and financial goals
• Seek to continuously innovate on new capabilities in line with industry trends and identify cost efficiencies

Required Experience:

• 15+ years IT Infrastructure Experience; BS or BA preferred in computer science or IT
• 10+ years managing a team of IT professionals; managing global matrixed team preferred
• Knowledge of IT service management processes & practices (ITIL, ITSM)
• Large budget management experience; global experience preferred
• Management experience with individual contributors and managers
• Knowledge of manufacturing business processes

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

Lincoln Electric is a $3.2B publicly traded company (NASDAQ) with over 11,000 employees around the world. With operations in over 56 manufacturing locations in 19 countries, we are well positioned to continue this partnership and poised to grow with our customers. As a part of that continuing legacy, you will contribute to a new generation of innovation and experience the pride that comes with being part of the solution to the world's challenges. It is a great time to be part of the welding industry!

Lincoln Electric does not accept unsolicited resumes from third-party recruiters. Resumes submitted to any employee(s) of Lincoln Electric without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Electric. Verbal or written commitments from any other member of Lincoln Electric will not be considered binding terms. Lincoln Electric will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.

Employment Status: Salary Full-Time
Function: Information Technology
Section: Lincoln Cleveland (US10)

EOE, including disability/veterans

Nearest Major Market: Cleveland
Job Segment: Help Desk, Information Technology, User Experience, Computer Science, Welding, Technology, Manufacturing