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Manager Global Service Desk

Company: Avid Technology
Location: Burlington
Posted on: September 3, 2019

Job Description:

Manager Global Service Desk


Req ID


Job Description (Role Profile)

Job Summary:The Manager Global Service Desk is responsible for management, direction, and day to day operation of the globally distributed IT Client Services Organization. The Manager will work with cross-functional teams, in the design and implementation of information technologies that meets stated business objectives, service levels, and satisfaction criteria. In this role you will lead a group of level 1 and level 2 engineers to provide excellent service to the company's employees and will improve their productivity by ensuring a quick turnaround time and innovative problems solving.

Responsibilities & Duties:

  • Leads and improves the customer service performance of the entire IT organization by driving and implementing cross functions best practices to provide quicker and more efficient service
  • Creates and implements a first-class customer service model and environment for the IT Service Desk which includes creating appropriate process and procedures.
  • Transforms the team to be high performing by driving and implementing a well defined internal KPI management.
  • Oversees problem management activities including the review of recurring incidents and patterns, identifying root-cause and executing remediation/resolution tasks in conjunction with involved third party partners as required.
  • Periodically reviews and implements new or enhanced existing standards, processes and procedures for services defined within the IT service catalog using industry best practices and considering business needs.
  • Manages and reviews staff scheduling to insure optimal Service Desk coverage during business hours. Will require on-call rotation, if necessary in a "follow the sun model", to ensure restoration of IT services in the event of critical failures.
  • Sets processes for the selection and evaluation of personal computing devices, mobile devices and tablets, and is responsible for overall asset management and tracking of all IT personal computing devices own by the company.
  • Ensures new employees/contractors are properly equipped with standardized IT hardware and software assets needed to perform their jobs. This includes oversight of the build automation process for each laptop/desktop model and application packaging.
  • Responsible for recruiting, onboarding and developing Service Desk team members including participating on performance reviews, goal setting, promotions, and disciplinary responsibilities.
  • Manages relationships with consultants including contracts, work quality, scheduling and commitments.
  • Administrative record keeping and management reporting of IT metrics and compliance controls.
  • Maintains the company's IT asset database including the list of all personal computing equipment and software in used throughout the company. (HW, SW, Mobile Phones, Tablets, etc.)
  • Sets technology standards related to personal computing by evaluating new technologies including personal computing hardware, software, and mobile technology that will become standards for company services.

    Qualifications & Skills:
    • Bachelor's degree in Information Technology, Engineering or equivalent technical experience
    • 8-10 years' experience Service Desk management, leading a team or operation with the focus on delivering customer service in a corporate setting preferred
    • Deep knowledge of running a Technical Help Desk support including hardware and software configuration best practices.
    • Prior experience using ServiceNow is desired
    • Strong interpersonal and communication skills required, written and verbal, with a strong emphasis on delivering exemplar customer service
    • ITIL Service Delivery Foundation understanding is required, A+ certification a plus.
    • Excellent technical knowledge of the following desktop operating systems: Windows 10/7, OSX
    • Excellent technical knowledge of PC and desktop hardware,
    • Excellent technical knowledge of PC components such as video cards, motherboards, etc.
    • Good understanding of Cyber Security guidelines and best practices.
    • Good technical knowledge of Windows Active Directory and related services.
    • Experience with Video conferencing solutions including the setup and maintenance of dedicated rooms solutions (Zoom Rooms a plus)
    • Experience with Office 365 deployment and administration including OneDrive, Teams and Sharepoint.
    • Experience with public cloud usage, preferably Azure.
    • Thorough experience with supporting enterprise-level printers, video projectors.
    • Good knowledge of networking protocols and components within a corporate WAN.

      About Avid:Through Avid Everywhere, Avid delivers the industry's most open, innovative and comprehensive media platform connecting content creation with collaboration, asset protection, distribution and consumption for the most listened to, most watched and most loved media in the world-from the most prestigious and award-winning feature films, music recordings, and television shows, to live concerts and news broadcasts. Industry leading solutions include Pro Tools--, Media Composer--, Nexis--, Interplay--, and Sibelius--. Our digital audio and video solutions continue to revolutionize the art of creative storytelling, and have earned us hundreds of awards, including two Oscar-- statuettes, a Grammy--, and 16 Emmys--

      Avid is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

      Work Location

      Burlington, MA

      Market Title

      Manager Global Service Desk

      Job Category

      Productivity Technology Group

      Work Country

      United States





      Full or Part Time

      Full Time

Keywords: Avid Technology, Burlington , Manager Global Service Desk, Executive , Burlington, North Carolina

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