Senior Manager, Workplace Technology Support (R50026586)
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About The Position
As a Senior Manager of Workplace Technology Support at Fox Corporation, you will play a pivotal role in ensuring that our Service Desk operations meet the highest standards of customer service and satisfaction. Your primary responsibility will be to plan, organize, and manage outsourced Service Desk staff, ensuring that we have the appropriate coverage to meet business needs and Service Level Agreements (SLAs). You will be tasked with developing and implementing strategies to continually refine and improve the Workplace Experience at FOX, whether in-person or remotely, while collaborating with both internal and external teams. In this role, you will identify technology gaps and research potential solutions to enhance our service offerings. You will also be responsible for developing and refining our incident and service catalog to align Deskside and Service Desk operations with industry best practices. Overseeing third-party vendors who support Workplace technologies will be a key aspect of your job, as will addressing performance metrics related to triage, response, resolution, escalation, and communication of all Workplace Technicians. You will coordinate with other technology departments and business stakeholders on technology deployments, system upgrades, and maintenance outages. Your leadership will facilitate the continual development of support knowledge and the standardization of processes across all teams. Additionally, you will assist with inquiries and escalations as needed, review and analyze trends in support ticket metrics, and identify areas for automation to leverage automated “HelpBot” technology to improve self-service IT workflows. Encouraging communication of new ideas and solutions will be essential, as will participating in continuous learning and professional development. You will also promote the use of the FOX Tech Help Bar in locations that have one, ensuring technicians can assist with collaboration tools, laptops, and mobile devices.
