Manager, IT Service & Support
Pac 12 Networks
San Francisco, CAThis was removed by the employer on 12/15/2017 12:12:00 PM PST
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Full Time Job
Pac-12 Networks is seeking a user-focused manager to lead our IT Service & Support team. This role will rely on the candidate's working technical knowledge, problem-solving, and people skills to ensure Pac-12 users receive swift resolutions to their technical issues. Your goal, as Manager, IT Service & Support is to provide excellent service to our users, performing IT support duties and managing our IT Help Desk staff.
We're looking for a hands-on manager to help us implement processes that will boost productivity and efficiency, enhance excellence in communication, and monitor the level of service delivery. You will work closely with the business and internal IT teams to identify, develop, and support technical solutions. This is an exciting opportunity to shape the future of best-in-class end-user services, systems, tools, and support at the Conference of Champions.
Responsibilities:
• Management:
• Manage Help Desk requests, incidents, and problem resolution.
• Lead Help Desk team to maintain the highest level of performance and instill a customer service culture.
• Build and nurture positive working relationships with end users while exceeding client expectations.
• Define and implement Help Desk related policies, procedures, and best practices.
• Set employee objectives, monitor and evaluate performance, and provide feedback and mentoring.
• Analyze business needs presented by the user community and recommend technical solutions.
• Determine SLAs, KPIs, and develop reports to track metrics.
• Implement and monitor information systems policies and controls to ensure data security, and legal and regulatory compliance.
• Develop IT business plan and corresponding budget that support both the long-term and the short-term objectives
• Hands-on tasks:
• Google administration and integration, WDS Image Library, general hardware, and software support.
• Desktop security and antivirus and patch management.
• LAN support, Active Directory support.
• VPN account set-up, employee onboarding and off boarding.
• Maintain and audit software and hardware inventory; and VoIP system administration.
• Availability to participate on a 24x7 basis to support emergency IT needs.
Requirements:
• Bachelor's degree in Computer Science or a related discipline preferred
• 3-5 years' experience supervising/managing a corporate IT team and direct experience performing day-to-day IT support.
• Experience with Google applications, AWS and Sophos.
• Must have a working knowledge and strong understanding of the following technologies: Windows Active Directory, MS Windows servers, Cisco UCS, network routing and switching, IDS/IPS, cloud computing and cloud-based services, data backup and retention tools (Druva), MDM, server and desktop virtualization, Internet-facing applications, MS-SQL, DNS, TCP/IP, Wifi access points and Cisco UCM call manager
• Good relationship management and negotiation skills.
• Strong verbal and written communication skills.
• Demonstrated ability to manage and build IT teams.
• Help Desk data tracking and analysis skills.
Preferred:
• Knowledge and experience in both IP technology and principles and broadcast technologies design and support.
• Experience with Virtualization, A/V technologies, Windows or Apple automated systems management a huge plus.
• Scripting knowledge (BASH, Python, Powershell, Applescript, etc)
• Familiarity with digital media industry including online, TV everywhere, mobile, tablets and other emerging technologies.
• Certifications such as AWS, ACSP, CompTIA A , HDI-SCA, CCNA, CBNE, and/or CCENT are big pluses.