IT Support Manager - East Region

$123,250 - $145,000/Yr

Cushman & Wakefield - New York, NY

posted 2 days ago

Full-time - Mid Level
New York, NY
Real Estate

About the position

The IT Support Manager for the East Region is responsible for managing end user break fix and facilitating technology adoption through the management of site services support staff within the assigned market. This role includes coaching, resource assignment, directed queue management, and incident ticket analysis to support Cushman Wakefield end users and Technology and Data Solutions (TDS) organization objectives. The incumbent will assist with support alignment between IT and corporate departments, balancing expectations, priorities, and service level adherence by the site services resolutions team within the region. This individual serves as an escalation manager for the territory.

Responsibilities

  • Manage audio visual equipment within the office space.
  • Set up and monitor web conferencing for VIP executives.
  • Provide PC break fix support for the territory.
  • Facilitate onboarding and offboarding processes.
  • Support telephony break/fix issues.
  • Assist with mobile phone configuration support.
  • Train end users on new technology and assist with deployment.
  • Manage data closet technology to agreed global standards.
  • Assist remote support staff when local resources are required.
  • Train staff on daily work routines and monitor adherence.
  • Implement and manage Genius Bar support model.
  • Ensure coverage walk-arounds within an office or market.
  • Conduct VIP and Exec Assistant check-ins including White Glove Service.
  • Ensure territory adherence to defined SLAs for local support.
  • Manage knowledge articles within ServiceNow for accuracy and relevance.
  • Identify and train staff on local 3rd party support contracts and escalation processes.
  • Perform coaching/mentoring and management of site service technicians.
  • Create and publish monthly coverage and office rotation schedules.
  • Ensure all new Site Services Technicians pass new hire training program.
  • Hold daily team meetings to prioritize critical tickets and assign tasks.
  • Manage individual and team incident management activities according to defined SLAs.
  • Ensure global Incident Management process is followed by the site services team.
  • Manage performance of resolver group to agreed SLAs.
  • Report and track aged, un-assigned, and poor quality incident tickets.
  • Promote knowledge sharing through quality knowledge articles in ServiceNow.
  • Identify potential areas of improvement and procedure optimization.
  • Participate in the global Problem Management process.
  • Produce regional resolver group statistical analysis and reports.
  • Support aligned BRM teams with communication with stakeholders.
  • Ensure onboarding, off-boarding, and asset management processes are followed.
  • Act as local point of contact for end user support issues.
  • Provide input to Service Owners regarding Continuous Improvement opportunities.
  • Participate in project design and testing stages.
  • Identify Continual Service Improvement opportunities by analyzing incident trends.
  • Assist with trend and root cause analysis.

Requirements

  • Bachelor degree or equivalent experience; related computing field preferred.
  • 7+ years of technical experience in a multi-state environment with a 15,000+ employee base.
  • 5+ years of IT supervisory experience in a corporate environment.
  • Knowledge of IT processes, general controls, project management, and system development life cycles.
  • ITIL Foundation Level certification preferred.
  • ITIL Service Manager or Operations Certification a plus.
  • Industry related technical certificates are a plus.
  • Excellent customer service skills.
  • Strong analytical and problem-solving skills.
  • Strong interpersonal skills to interact with executives, VIPs, business heads, end users, and team members.
  • Excellent organization skills to balance and prioritize work.
  • Ability to work independently and as part of a team.

Benefits

  • Health insurance
  • Vision insurance
  • Dental insurance
  • Flexible spending accounts
  • Health savings accounts
  • Retirement savings plans
  • Life insurance
  • Disability insurance
  • Paid and unpaid time away from work
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