Director Technology Support
A+E Networks
New York, NYThis was removed by the employer on 10/19/2015 9:34:00 AM PST
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Full Time Job
Position Summary:
The Director, Technology Support is responsible for the management of Regional Client Services and Support and all associated staff technologies and processes. It's an important functional role, one that plays a critical part in ensuring that all internal customer desktops, laptops, smartphones, tablets, business applications, workstations, are fully optimized to enable internal customer productivity and reduce incidents.
We are seeking an innovative Director who can dramatically improve the IT service team's approach to enriching the customer experience and supporting continuous improvement. As the Director, he/she will be responsible for managing the teams that provide telephone support, desktop (PC and MAC) support, mobile support, building images, creating scripts, deploying packages and monitoring customer asset management to maintain 3 year cycle.
A successful candidate will work well to lead and build a customer-focused team which interacts well with individuals at all levels of the organization. They will demonstrate enthusiasm and commitment and conduct business with respect for others. As the Director, they will also be expected share their experience / knowledge and encourage others within the team.
Primary Duties:
Manage Support for Level 1 – 3:
The Director, Technology Support has overall responsibility for the daily operations and activities of IT Customer support (, desktop, mobile device, pc and MAC imaging and scripting) team located across the region for 5 sites. The successful candidate will possess strong leadership skills and the ability to identify improvements needed in and for the team and will proactively discover, propose and implement these improvements in order to drive sustained superior performance. The Director will carry out the direction of the Senior Director and TOPS Management team and be responsible to ensure the successful and positive development of staff, tools, knowledge base, 3rd party support interactions and all other aspects of the Regional Technology Client Services team. This role has overall responsibility for the team members' work as well as mid-year and annual performance reviews. This includes but not limited to remote monitoring, diagnostics, incident and problem management:
•Responsible for functions: Service Desk, Desktop Solutions, Mobile Support and Application Support (future expansion if app functionality support is required)
•NA Support Coverage
•PC & MAC Imaging, Casper, Mobile MDM
•3rd/4th level PC and MAC support
•Mobile Devices and Data Plans
•Develops the Global Support Services Strategy including resource and capability needs, accountability measures while adhering to budget
•Supports the IT Leadership Team in development and implementation of quality improvement strategy for the entire enterprise.
•Manages and monitor customer satisfaction and recommend appropriate strategies, tactics, and operational initiatives to continuously enhance customer satisfaction.
•Lead senior systems administrators to provide advanced technical support, management and solution engineering to maintain and improve the reliability of end-user technologies
•Provide high quality, responsive, proactive client-driven interface, ensure that customers are kept fully informed and that any service impacts are minimized.
•Plan, design, lead, and coordinate desktop related activities and provide administrative direction and leadership for daily operational support for Windows, Mac and mobile systems and services
•Ensures customer satisfaction through day-to-day management of the team & consultants
•Experience managing a team of 7 (must include management of international sites)
Leadership
•Overall responsibility for performance reviews, development plans, scheduling, technology implementation and team growth
•Foster a collaborative work environment, resolve disputes, offer praise and feedback and act as an escalation point for critical issues or difficult customers and or staff members
•Define and enforce clear, measurable targets for operational metrics
•Model and monitor for a high degree of customer service, enforce and train team members on all service management principles
•Share knowledge and expertise in order to develop future leaders and to drive improvements to methods, tools, and processes, building a culture of execution and excellence
•Provide high-level leadership, counseling, and coaching of employees
•Challenge employees to broaden their knowledge and skill-sets while focusing on continued self-improvement
•Conduct Performance Management and Dialogue sessions with Direct Reports
•Responsible for all aspects of the team operation including development and maintenance of department process guidelines
•Manage the process and own results of training team members, empowering them to exceed the teams goals
Process Management and Operations
•Problem Manager Process Owner
•Identify areas of opportunity for process improvement, efficiency gains, and increased customer satisfaction
•Establishing standard processes for diagnosing issues, tracking status and escalating issues within and outside the group. Establishing product and process improvement plans to reduce support effort and increase product availability and scalability.
•Proactively manage problems
•Conduct major problem reviews
•Provide management information about Problem Management quality and operation
Required Experience:
Requirements:
•A bachelor's degree is required. MBA degree preferred
•ITIL V3 Foundations required
•Experience with and or certifications in O365, Service Now, OneDrive Business,Casper, LANDesk and Citrix
•ITIL V3 Foundations
•PMP Strongly preferred
•Must possess a customer service orientation.
•Ability to oversee the triage of multiple issues to solve the most critical first.
•Tenacious approach to solving problems (on-task and on-time).
•Maintain composure while under pressure.
•Critical thinking that helps the staff and customers to work through problems.
•Aptitude for understanding business requirements as applied to IT functionality.
•Team builder – getting the most out of every individual.
•Helps individuals to grow and increase value to company
•Ability to explain in laymen's terms the use of computer related technologies
•Ability to work with all levels within the organization
•Ability to handle multiple tasks in an effective, timely, and professional manner
•Technical coursework in Microsoft products, mobile technologies desired