iHeartMedia IT Service Desk Manager in San Antonio, Texas
Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$4482.htmld to apply and search by the Job Posting Title.
Clear Channel Outdoor
The IT Service Desk Manager is responsible for overseeing the quality daily support tickets and overall end user satisfaction. IT Service Desk Manager will be responsible for managing both end users and technician expectations through managing the Enterprise Help Desk and Desktop Support teams. This position requires working independently with minimal supervision from Director of Operations.
The IT Service Desk Manager will:
Be able to manage multiple technicians and end user’s expectations
Take ownership of end users issues reported to team members and ensure problems through to resolution
Ensure team members are researching, diagnosing, and troubleshooting solutions to resolve end user’s issues
Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
Be proactive in communication to end users and technicians as issues arise ensuring prompt and accurate feedback to end users
Work closely with top management through daily communication
Ensure proper recording and closure of all issues
Set the pace and workflow for the entire team
Manage staff by recruiting, training, and coaching employees, communicating job expectations and appraising their performance
Advance knowledge-base of IT networking infrastructure coupled with server/desktop support
Will be responsible for hourly, daily and weekly review of all tickets.
Ensure enterprise team metrics meet KPI’s and SLAs while upholding highest level of end users service and satisfaction
Explore scalable and cost-effective call center & remote support models
Maintain and optimize client devices asset lifecycle management program
Create dashboards, reports & operational procedures
Optimize enterprise desk tools to their full capability
Be metric driven and deploy shift-0/left strategies to decrease MTTR, improve KPIs and enterprise desk metrics
Demonstrated thorough working knowledge of network and desktop operating systems; including the ability to troubleshoot hardware and software as it pertains to the network and desktop availability required
Excellent problem-solving and troubleshooting skills required
Effective communication skills required
Excellent end users service and interpersonal skills required
Ability to prioritize multiple tasks and projects required, along with strong organizational skills required
Ability to work effectively in a fast-paced and rapidly changing environment required
Effective facilitation and project management skills
Demonstrated ability to lead and motivate a team required
Passion for IT and eagerness to stay current with changing technology practices
Ability to utilize metrics and data to improve service quality and team performance
Ability to adapt and promote organizational core beliefs and values
Highly motivated self-starter
Education and Experience:
Bachelor’s degree is preferred or 15 years of experience with 8 years management in lieu of degree
Must have direct supervisory experience coordinating the administration of Helpdesk and technical support teams
Minimum of (10) years of hands-on experience troubleshooting, maintaining and performing computer related repairs and desktop application support
San Antonio, TX: 20880 Stone Oak Parkway, 78258
The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.
Our organization participates in E-Verify. Click here at http://iheartmediacareers.com/Pages/EEO.aspx to learn about E-Verify.
Current employees and contingent workers click here at https://wd5.myworkday.com/iheartmedia/d/task/3005$1999.htmld to apply and search by the Job Posting Title.
iHeartMedia, Inc. is one of the leading global media and entertainment companies specializing in radio, digital, outdoor, mobile, live events, and on-demand entertainment and information services across the nation and providing premier opportunities for advertisers.
Click Here To Learn More About Us:
www.iheartmedia.com at http://www.iheartmedia.com/Pages/Home.aspx