Enterprise Technology Support Manager

Enterprise Technology Support Manager

Requirements

• 5 years experience in a user or customer facing role
• 5 years experience in a tech support role
• 5 years experience in a people management role
• BA preferred
• ITIL certification required
• Excellent interpersonal skills with executive staff under high pressure situations
• Strong knowledge of enterprise applications, tools and operating systems
• Strong knowledge of AV systems and support requirements
• Strong technical knowledge in providing 24/7 support
• Experience in streamlining user device support functions
• Working knowledge of IT and engineering technologies and operations
• Strong analysis capabilities and skills in structured problem solving
• Strong program and service delivery skills
• Deep sense of urgency and ability to identify and achieve quick wins
• Ability to quickly learn new subject matter areas, assess operational maturity, establish KPI’s and metrics and drive towards operational maturity
• Great communications and collaboration skills
• Willing to travel occasionally as necessary
• Ability to work on site 5 days a week
• Available for International travel

Responsibilities

• Manage, maintain, and develop all operational workplace technologies, including our state of the art Audio Visual equipment
• Manage IT projects and operations across global workplaces in collaboration with peers
• Manage vendor and contractor relations
• Maintain security and compliance across global offices
• Build relationships with business partners to ensure end user services and productivity goals are understood and exceeded
• Reduce the IT on-premise assets foot print significantly to utilize cloud services
• Oversee the deployment, management, and tracking of all end user and AV equipment
• Develop, manage, measure and report on key service-level metrics, KPIs, including, user sentiment, average response time, mean time to repair, incident avoidance, and individual metrics for the team
• Advance the disciplined use of the knowledgebase to share information among all levels of IT service and support
• Help develop and leverage service desk best practices, and problem management to drive continual process improvement culture
• Promote self-service tools, the request catalog, and the knowledge repository as mechanisms to improve end-user satisfaction and reduce costs
• Perform trend analyses and develop action plans for improving service timeliness and reducing costs
• Stay abreast of trends in end users support, management, technologies, sourcing, policies, procedures and other external changes that could have an impact on IT services
• Ensure Risk Mitigation plans are built for distributed technology environments
• Support large events and ensure availability of services and streaming during events
• Continually work to eliminate incidents and automate request provisioning
• Exercises staff oversight to ensure new operations plans, policies, procedures, and transition/migration plans are consistent with the overall company goals and objectives
• Additional responsibilities as assigned or requested
• Provide support and be available on big race & sporting event days
• Ensure executive support is provided on an as needed basis

Preferred Qualifications

No preferred qualifications provided.