Senior Manager, Helpdesk and Desktop Support
Metro-Goldwyn-Mayer Studios Inc
Beverly Hills, CAThis was removed by the employer on 12/7/2022 1:08:00 PM PST
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Full Time Job
MGM Studios is looking for an experienced Helpdesk Manager to join our team. You will be responsible for leading our technical support team and providing outstanding customer service. While your main focus is the delivery of technical solutions and customer satisfaction, you will collaborate with other teams and business units to coordinate successful delivery of specific IT solutions, meeting the studio needs and expectations.
This role reports to VP, Workplace Experience.
An ideal candidate for the Helpdesk Manager role should have a solid technical background and customer service experience. A problem-solving attitude with an ability to motivate your team to achieve stretch goals is an essential skill to perform well in this position. You should be highly attentive on fulfilling customer needs in a quick and agile manner while ensuring the solutions provided abide by best safety and security practices.
We're looking for someone who is not only well versed with a wide range of client technologies, but a champion who can build strong working relationships with people who work on that technology as well as targeted business customers.
Responsibilities:
• Lead the MGM Helpdesk team in providing quality solutions and services in support for our internal and external customers.
• Recruit, train, and mentor MGM Helpdesk support technicians.
• Able to quickly adapt to a dynamic working environment where frequent changes, delays and unexpected events occur at a moment's notice.
• Deliver a high level of customer service and solutions that are timely and accurate. Must be able to identify business risks and prioritize issues based on severity levels.
• Measure and analyze metrics to benchmark workload, performance, and identify current trends in those results.
• Maintain strong working relationships with cross-team, cross-department members to effectively respond to issues and solutions.
• Establish best practices and active communications through the entire technical support process.
• Review and update technical support processes.
• Collaborate with our HR team to create, maintain, and deactivate account access in a timely manner.
• Nourish customer relationships and identify areas of improvement.
• Develop weekly team productivity reports on services and SLA's required to support and deliver an exceptional workplace experience.
• Coordinate with other support teams and external partners for continuity of support to global customers.
• Provide customers with the appropriate hardware equipment they need to ensure they can perform the job efficiently and effectively.
• Ensure all hardware equipment delivered to our business users is fully operational, compliant with all security protocols, up-to-date and acceptable based on stringent defined guidelines.
Qualifications:
• Candidate must have a minimal of 3 years of experience managing, leading, and/or supervising a team of IT support technicians in a fast-paced environment.
• Extensive technical expertise on both PC and Mac operating system endpoints.
• Basic knowledge on fundamentals for networks, storage management and server processes preferred
• Superb communication skills, both written and verbal.
• Strong analytical abilities, critical thinking skills and attention to detail.
• Solid understanding of troubleshooting and problem-solving procedures with the capacity of quick and efficient turnaround times.
• Able to articulate sophisticated technical solutions and concepts to non-technical decision makers and key stakeholders.
• Can multitask and efficiently handle complicated issues.
• Work off-hours and weekends as needed to meet the studio needs.
• Able to work onsite at our company offices as well as remotely.
About Us
The Workplace Experience team is a group obsessed with customer satisfaction. We pride ourselves on constant innovation and simplifying business processes. We love to learn and are always curious. We're a lean team able to accomplish a lot because we hire and develop the best, insist on the highest standards, and constantly earn customer trust by delivering results.
We use Mac OS and Windows 10 endpoints, JIRA Service Desk, and a broad set of cloud-based work anytime, anywhere, on any-device platforms and tools.
Pursuant to the Los Angeles Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
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