Senior Manager, Technology Service Delivery
WWE
Stamford, CTThis was removed by the employer on 12/7/2022 5:20:00 AM PST
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Full Time Job
WWE has an exciting opportunity for a Senior Manager, Technology Service Delivery to join the Workplace Technology team based in Stamford, CT!
The primary role of the Senior Manager, Technology Service Delivery is to provide management and direction to WWE's 24/7 service desk, dispatch services for remote offices globally, service management governance across all technology functions, and knowledge management for Workplace Technology. This also includes the employee lifecycle experience from onboarding to offboarding. The 24/7 Service Desk and remote office dispatch services are provided through a partner relationship. Knowledge Management includes technology policies, procedures, and user help documentation.
Key Responsibilities:
• Provide direction to dedicated Service Desk support staff for L1 and L2 support issues for WWE workstations, laptops, printers, peripherals, other computer-related devices, and sanctioned WWE applications and software.
• Define service levels and measure performance for the fulfillment of incidents and requests based on the ITIL framework.
• Provide escalation and backup support for the technology services teams
• Coordinate with WWE's managed Service Desk partner and other technology groups to ensure incident resolution and service request completion
• Manage the relationship with WWE's managed Service Desk partner.
• Provide subject matter expertise for standard WWE technology, services, and processes
• Provide quality measurement and improvement for remote and in person support calls ensuring courteous, timely, and effective resolution of end user issues
• Provide white-glove executive support for WWE's executives
• Participate in the creation of technology policies as well as monitoring and maintaining key process and procedures
• Manage user account integrity and the Active Directory database
• Provide new technology and service recommendations
• Mature technology service delivery by defining and measuring service levels across all technology groups
• Perform quality audits across technology team members, follow up on customer satisfaction issues, and implement performance improvement initiatives.
• Participate in moves, adds, and changes as they relate to the WWE technology environment
• Follow established policies, procedures, and technology standards to ensure system availability and security
• Act as a key point of contact for remote office teams to manage escalations and support scheduling
• Work with vendors and consulting services to resolve technology issues and drive key initiatives
• Maintain the integrity of technology in all WWE office locations
• Maintain and manage loaner policies for computer, peripherals, and presentation equipment
• Maintain WWE standard computer images, provide guidance on deployment best practices, and deploy standard WWE-managed computers
• Occasional travel and on-call escalation support
Qualifications:
• College diploma or university degree, preferably in a technology field, and/or business management.
• 10+ years of technology related work experience in a corporate environment
• 6+ years of supervisory or management experience
• 3+ years of experience managing technology services in an ITIL environment
• 3+ years of experience working with knowledge and document creation
• Experience with project management software and methodologies
• Experience using KPI metrics to drive performance based on data
• A+ and/or Network+ industry certification
• Microsoft Certification - MCP or MCSA a plus
• Apple Certification - ACMT preferred
• Extensive knowledge of Microsoft Windows and PC Hardware
• Experience with Apple products and macOS
• Specific knowledge of Microsoft Office Products and client applications, Office 365 experience a plus
• Experience supporting iPhone/iPad devices within a Microsoft Exchange Environment
• Experience supporting and driving adoption to cloud services and SaaS platforms
• Hands-on hardware and software troubleshooting experience
• Excellent written and verbal communication and interpersonal skills
• Able to present technical ideas in professional and user-friendly language
• Experience providing white-glove support for senior management and executives
• Able to effectively prioritize tasks in a high-pressure environment
• Outstanding customer service focused attitude
• Excellent written and verbal communication and interpersonal skills
• Able to present technical ideas in professional and user-friendly language
• Experience providing white-glove support for senior management and executives
• Excellent organizational and leadership skills
• Able to lift and transport moderately heavy objects/equipment, such as computers and peripherals
• Expertise with the ITIL framework and Service Management best practices
• Experience with ServiceNow and/or another ticketing system
• Experience with asset management best practices
• Experience with Windows and Mac Imaging solutions
WWE is committed to leveraging the power of its brand and platforms to help address important social issues worldwide including diversity and inclusion, education and military support as well as providing hope to those in need. Through partnerships with Special Olympics, Make-A-Wish, Susan G. Komen, The V Foundation, Ad Council, GLAAD, First Book, Hire Heroes USA and USO Metro, WWE supports programs and initiatives that positively impact children and families around the world.
We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.
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