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Manager - Service Desk/IT - Entertainment

Company: CyberCoders
Location: Santa Monica
Posted on: March 27, 2020

Job Description:

Minimum Required Skills Service Desk, IT Support, ZendeskService NowSamanage, Networking, AV Equipment, DesktopLaptops Located in beautiful Santa Monica, CA, we are a leading music and entertainment company bringing you some of the greatest nights in television! Top Reasons to Work with Us - Great worklife balance - Growth - Competitive Pay! What You Will Be Doing The Support Manager is responsible for developing, implementing, administering, and maintaining policies and procedures to ensure prompt resolution and overall customer service. What youll do - Development management of the helpdesk platform (SamanageService Desk or similar ITSM platform such as Zendesk, Service Now, etc.) in order to identify opportunities for business improvements through smart use of process and self service. - Ability to follow and maintain strict workflow processes for IT related changes, on-boarding, terminations, etc. - Execution of industry leading high touch customer service across a broad, diverse portfolio of products, solutions, and services. - Coordinate support resources daily by overseeing the scheduling of support personnel for all shifts, including participation and rotation of a on-call schedule - Oversee and participate in the coaching of IT support staff on issue resolution including client commitments, issue escalation, solution delivery, and incident closure - Assess call and ticket volume and individual workloads on a continual basis, determining required changes to labor resources and ticket escalation.Proven ability to effectively think through complex issues and creatively problem solve, communicate and escalate issues to network and engineering teams. - Act as a point of escalation for client issues, bringing issues to resolution - Foster team environment with a significant focus on creating high performance culture based on best practices - Occasional travel to locations throughout the United States Telecast events.Building working relationships with internal departments and venue infrastructure vendors. - Act as a liaison between the Company and third-party providers, vendors, and contractors as they relate to technical operations of IT Systems - High degree of accuracy, organization and communication skills, detailed oriented and strong team player. Ability to grasp new technologies andexplores new or improved support technology or equipment and makes recommendations to senior management in the form of an annual refresh budget. What You Need for this Position If you have all the requirements please email me at Alyssa.Scottcybercoders with "All boxes checked - Manager - Service DeskIT" - Bachelors degree or 10+ Years of relevant work experience - Five years of support experience as well as two year of leadership responsibility - Success in people management of professional staff with varying levels of skill and development - Strong skills in process, documentation, and change management. - Working knowledge with Microsoft, MAC, DesktopLaptops, networking, and AV equipment. - Experience with entertainment industry technologyis a plus. - Experience in leading a helpdesktechnical supportteam who support a wide range of mobile devices, on-prem and cloud technologies. Willing to work after hours and weekends as required during telecast seasons. What's In It for You For your hard work, you will be rewarded with a strong compensation package that includes a competitive base salary (D.O.E), excellent medical, dental and health benefits and other cool perks.Interviews are ongoing. Candidates with completed applications are 3x more likely to move forward to a hiring manager interview. Non-completed applications will move through HR first. Applicants must be authorized to work in the U.S. Security Clearance will be needed - therefore, Those authorized to work in the United States without sponsorship are encouraged to apply.s can be considered.Please apply directly to by clicking 'Click Here to Apply' with your Word resume! Looking forward to receiving your resume and going over the position in more detail with you. - Not a fit for this position? Click the link at the bottom of this email to search all of our open positions. Looking forward to receiving your resume! CyberCoders CyberCoders, Inc is proud to be an Equal Opportunity Employer All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status, or any other characteristic protected by law. Your Right to Work - In compliance with federal law, all persons hired will be required to verify identity and eligibility to work in the United States and to complete the required employment eligibility verification document form upon hire. CyberCoders will consider for Employment in the City of Los Angeles qualified Applicants with Criminal Histories in a manner consistent with the requirements of the Los Angeles Fair Chance Initiative for Hiring (Ban the Box) Ordinance. Copyright 1999 - 2020 . CyberCoders, Inc. All rights reserved.

Keywords: CyberCoders, Santa Monica , Manager - Service Desk/IT - Entertainment, Executive , Santa Monica, California

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