Manager, IT Service & Support
Pac 12 Networks
San Francisco, CAThis was removed by the employer on 4/29/2019 10:12:00 AM PST
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Full Time Job
At the Pac-12, we love sports and technology! Join our team as the user-focused leader for our IT Service & Support (Help Desk) team. This role will rely on your working technical knowledge, problem-solving, and people skills to ensure Pac-12 users receive swift resolutions to their technical issues. Your objectives, as IT Service & Support Manager, are 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 our level of service delivery. You will work closely with the business and engineering 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
• Lead IT Service & Support (Help Desk) team to maintain the highest level of performance and instill a customer service culture.
• Manage inbound Help Desk requests, incidents, and problem resolution.
• Define and implement Help Desk policies, procedures, and best practices.
• Set employee objectives, monitor and evaluate performance, and provide feedback and mentoring.
• Determine SLAs, KPIs, and develop reports to track metrics.
• Implement and monitor information systems policies and controls to ensure data security, legal and regulatory compliance.
• Manage IT budget & purchasing to support both long-term and short-term objectives.
• Build and nurture positive working relationships with end users, while exceeding client expectations.
• Analyze business needs presented by the user community and recommend technical solutions.
Hands-on Support
• Google administration and integration, WDS Image Library, general hardware, and software support.
• Desktop security and antivirus and patch management.
• LAN, Active Directory, and SSO support.
• VPN account set-up, employee onboarding and offboarding.
• Maintain and audit software and hardware inventory; and VoIP system administration.
• Provide telephone systems support.
• Availability to participate on a 24x7 basis to support emergency IT needs.
REQUIREMENTS:
• 5 years' experience supervising/managing a corporate IT team and direct experience performing day-to-day IT support.
• Experience with Google applications, Microsoft Office, Single Sign-On solutions such as One Login, AWS, and Sophos.
• Strong working knowledge and thorough 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
• Experience with Virtualization, A/V technologies, Windows or Apple automated systems management a huge plus.
• 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.
• Experience with budgeting, capital planning, expenditure tracking, procurement management, and analysis.
• Bachelor's degree in Computer Science or a related discipline preferred.
BONUS
• Knowledge and experience in both IP technology and principles and broadcast technologies design and support.
• Scripting knowledge (BASH, Python, Powershell, Applescript, etc)
• Certifications such as AWS, ACSP, CompTIA A , HDI-SCA, CCNA, CBNE, and/or CCENT are big pluses.