Technology Support Manager
A+E Networks
Los Angeles, CAThis was removed by the employer on 4/26/2017 9:37:00 PM PST
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Full Time Job
The Technology Support Manager is responsible for overseeing a team of technicians in the Technology organization which is part of the Global Technology organization within A E Networks. This role as well as the team will be engaged in providing assistance to customers and partners on technical issue identification and resolution. He/She should be a specialist in high-end, Enterprise level support of customers or channel partners with advanced support needs. This person will need to establish staff schedules for queue coverage and individual or group training sessions, will conduct regular 1:1 and team meetings to evaluate individual and team performance and facilitate development of proficiency and promote sound technical skills as well as general customer service skills.
Business Communication Skills: The Technology Support Manager must be an articulate, strong communicator with excellent presentation skills. The support manager must have a proven record of effectively creating and presenting complex technical solutions in a clear and concise manner to senior leadership. The candidate must have excellent writing skills as this role may be asked to draft/review companywide communications regarding outages, updates, and new services.
Logistics management: The Technology Support Manager ensures that IT equipment and services for the client are at an acceptable standard in accordance with the hardware policy of A E Networks. The Support Manager also coordinates with Client Services and Technology Support leadership to ensure that the systems and services meet an acceptable standard and generates positive feedback from clients. The manager may also interact with the employees, prepare reports on the current condition of logistics, and decide on the next course of action.
Operational strategizing: Apart from logistics management, the Technology Support Manager plays a key role in supporting the overall operational policy. For example, the operations manager could determine the types of equipment's needed to fulfill the organizational hardware policy. The operational manager formulates suggestions on how to make optimum use of the resources of the team (for example: Project Resource Planning and Hardware Refresh Management).
Manage support services: Each support service has its own set of capabilities and key responsibility areas that contribute to the organizational goals. The Technology Support Manager serves a role in ensuring accurate and timely delivery of the various support services in Los Angeles, Technology Support, Production Support and Engineering.
Managing third party relations: An organization may make use of different third party services, for IT services. The Technology Support Manager needs to ensure that standard procedures are followed when third parties are hired.
Delivery of superior-level service to end-user customers, and functioning as point-of-contact for escalated issues to ensure appropriate response and focus of support teams
• Manage Support for staff in Los Angeles
• Assign tasks and follow up to ensure customer satisfaction
Tracking, monitoring and reporting on department operations, and closely manages critical customer accounts to develop path to issue resolution.
• Create reports based on key performance indicators to determine if service levels are being met
• Utilize current and future toolsets
Assigning and managing projects based on new product releases, call related issues and/or training needs within the organization. Tracks projects and initiates documentation based on project successes.
• Point of contact for technology support projects
• Provide solutions and document procedures to grow client services knowledge and meet project deliverables
Interacting with corporate management on matters between functional areas or customers and the company.
• Meeting with business owners and align technology support as a strategic partner for current/future plans. Engaging with management to ensure resources are aligned to meet demand
• Regular meetings with key departments as well as US management
Regularly participating in strategic planning discussions to provide insightful ideas on process improvements and customer service delivery and conducting regular team meetings and performance discussions with support engineers.
• Hold regular staff meetings and attend extended management meetings with Corporate offices
• Create development plans and ensure goals are being met
Qualification Requirements Knowledge of:
• ITIL V3 Framework
• LANDesk
• ServiceNow
• AirWatch
Help define the customer experience, vision, strategy, and business plans and ensure alignment across business partners, regions and functions.
Attract, retain and develop a high-performing team, ensuring career and leadership development
Ensure compliance requirements are met, balancing the A E Networks culture with in-country rules and regulations.
Ability to troubleshoot tier 2 and tier 3 desktop support incidents
Collaborate and manage contracted third party providers to resolve and/or escalate service issues.
Manage and coordinate (for all offices across the globe) urgent and complicated support issues, acting as the escalation point and single point of contact to drive resolution of incidents or requests.
Ensure support requests and accommodating procedures are delivering the same amount of attention and support as those in the US.
Drive efforts to implement and support a global Employee Self Service solution that automates common support needs and negates the need for direct interaction with Client Services.
Identifies process improvement opportunities to drive efficiency through the operation.
Serve as mentor for motivating staff to achieve high quality service, innovation, high employee morale and commitment to the organization; recommend training plans and work aggressively to manage under performers.
Ability to communicate effectively with all levels of staff
Minimum 7 years of progressive and/or direct management of a Global IT Operation to include systems administration, monitoring, help desk, client experience/service, and IT Support.
High level of customer service skill
Project planning and delivery
Ability to coach and mentor to build a high performing team
Educational Requirements 5 years' experience as an engineering working with systems used to manage end user desktop environments.
Desired:
Graduate degree a plus
Certifications a plus Other Skills and Knowledge #LI-POST Company Overview:
A E Networks is proud to be an Affirmative Action/Equal Opportunity Employer/Disabled/Veterans