Enterprise Support Manager
| Company | Bloomberg Industry Group |
|---|---|
| Location | Arlington, TX, USA |
| Salary | $Not Provided – $Not Provided |
| Type | Full-Time |
| Degrees | Bachelor’s |
| Experience Level | Senior |
Requirements
- Bachelor’s degree or equivalent experience
- 5+ years’ relevant technology experience as an Administrator or Engineer, or commensurate skills
- Subject matter expertise in KPI creation/reporting and Service Desk/Deskside support best practices
- Experience managing vendor and 3rd-party contracts and staff
- Experience with inventory and device lifecycle management
- Highly pitched critical thinking and problem-solving skills
- Proven track record of process evaluation/improvement, staff development and ability to meet SLA’s
- Prior experience in a lead or supervisory customer support role
Responsibilities
- Managing all end-user support operations for INDG, including Service Desk and Deskside Support, ensuring world-class levels of support to our customers
- Constantly analyzing support trends, user sentiment and anecdotal data points to inform improvements that will enhance the end user experience
- Managing inventory levels of end user devices, peripherals and related supplies, ensuring that stock is monitored and replenished as needed
- Increase organizational effectiveness and efficiency by defining, delivering, and supporting strategic and tactical plans for all areas of end user support
- Serve as a technical escalation resource for issues where a more advanced skillset is required
- Participate in the creation and drive the implementation of the overall Engineering vision and goals by supporting and inspiring team members to jointly achieve them
- Manage staff by communicating job expectations, planning, monitoring and appraising job results and coaching and providing regular feedback
- Maintain staff skills by recruiting, selecting, orienting, training and upskilling employees and 3rd-party staff
- Maintain and improve quality service by establishing and reinforcing organizational standards
- Perform in-depth research to reveal new and better methods of handling functions within the department
- Create and document support workflows between INDG and partner organizations and collaborate with those partners on support related matters and joint initiatives
- Participate in special projects and perform other duties as assigned.
Preferred Qualifications
- Experience creating and managing operating budgets
- 1+ years’ team lead or people management experience
- Experience developing and delivering end-user training materials