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Manager, Corporate IT Support

Manager, Corporate IT Support

Location 
US-CA-San Francisco
Job ID 
33718

More information about this job

Summary

Esurance is looking for a Manager of Corporate IT Support who will provide leadership for all aspects of end user support. The Manager of Corporate IT Support will be responsible for analyzing, planning and designing the organization's Service Desk according to the best practices, developing and implementing policies and procedures, and ensuring high levels of customer service, availability, quality, and timely resolution. Ideal candidate will manage all procedures related to identification, prioritization, monitoring, tracking and resolution of service requests and coordination of overall Service Desk (SD) function, and drive special projects to enhance support capabilities. The Manager of Corporate IT Support will also be responsible for service process design, performance analysis, developing proactive resolution plans, and driving special projects to enhance support capabilities. An ideal candidate must be able to demonstrate strong passion and deep knowledge of technology with deep operational skills in managing a distributed technical services team, has the ability to adapt to a dynamic and changing support environment, brings innovative ideas and creative thinking, as well as be an agent of change and positive influence toward building the efficient Corporate IT Support Department.

Responsibilities

  • Leads a geographically distributed team providing primarily remote support across multiple office and WAH users across the continent.
  • Ensures the efficient and topnotch service delivery of technical operations and support for corporate customers.
  • Develops and implement efficient policies, methods and documentation to support corporate, field and work at home users, and drive special projects capability and competency uplift.
  • Manages escalations and see to swift end-user problem resolution by giving in-person, hands-on technical guidance to service desk staff.
  • Ensures the excellent delivery of support for all corporate desktop/laptop, enterprise software, corporate Wi-Fi, mobile devices, and AV and communications systems.
  • Monitors and reports on key metrics for measuring service level, response times and quality and drives consistent improvement based on the data.
  • Maintains organization's effectiveness and efficiency by defining strategic plans and successful implementation of tools, technology and industry best practices.
  • Researches/recommends future technologies related to corporate hardware/software and workspace collaboration to support modern and agile workplace environment, and collaborate with Infrastructure Teams on implementation.
  • Serves as a technology evangelist to solve complex technical or business problems and collaborate with customers on technology and process improvements.
  • Develops Corporate IT roadmap and drives special projects to improve operations alignment with corporate strategies.
  • Provides support in developing corporate BC/DR plans and procedures, and ensures that these plans are kept up-to-date as technology and geographical locations change.
  • Manage Corporate IT Services annual budget and accomplishes financial objectives by forecasting, monitoring and controlling spend.
  • Ensures conforming and reporting on SOX controls and compliance related matters.
  • Ensures system security, including procedures, malware prevention methods and patch levels are up-to-date at all times, and respond to emergency security outbreaks.
  • Participates in establishing department goals and implementing performance measures to achieve these goals.
  • Manages all aspects of technical support personnel including hiring, performance management, career development, and termination and establish metrics for productivity evaluation.
  • Manages company-all communications for new technology rollout, system upgrades and planned maintenances.
  • Familiarity with the advanced principles of ITIL processes including Incident, Knowledge, Problem, and Change Management
  • Provides on-call support as necessary for escalations. Travels nationally as needed. Assist in ad-hoc activities as and when required.

Qualifications

  • Proven track record managing technical support delivery in a distributed environment.
  • Deep experience with Service Desk operation, ticket workflows, automation, triage, and scorecards.
  • Excellent technical leadership, strategic vision, analytical and coaching skills.
  • Excellent communication and customer-service skills, both verbal and written to interface with and influence all levels of organization.
  • Solid experience with deployment and operation of ServiceNow or relevant ITSM tools.
  • Expert delivery of support for Windows and Mac OS including imaging, upgrades, and troubleshooting.
  • Understanding of automated operating system deployment and management with tools such as SCCM and Casper.
  • Technical proficiency with Microsoft Active Directory and Group Policy.
  • Proven history of delivering support pipeline for corporate applications such as Microsoft Office (O365), Skype for Business, VoIP, video conferencing, and line of business apps.
  • Understands the delivery of custom internal web based applications.
  • Sound knowledge of Apple and Android mobile OS and mobile device management (MDM/MAM) solutions
  • Solid knowledge of asset/inventory management, asset lifecycle, and corporate support SCM.
  • Proficiency in constructing, controlling and managing the department financial budget and expenditures
  • Experience with reporting platforms such as Tableau and hands on experience in designing dashboards
  • Able to work effectively and independently under deadlines oriented collaborative team environment with constantly changing priorities and deadlines using sound judgment and solid decision-making.
  • Organized and detail-oriented, able to multi-task effectively and follow through to the closure.
  • Able to work outside of standard work hours as needed to ensure 24 hours/7 days a week onsite or remote support.
  • Outstanding leadership qualities - Teamwork, Mentoring, Development and Motivational.

    Experience / Education:

  • Bachelor's degree in Computer Science and/or information systems.
  • 7 or more years of overall IT experience required which includes:
  • 5 or more years in desktop hardware and software administration and remote access technologies.
  • Experience in desktop imaging, automated software distribution and supporting large upgrades and rollouts.
  • Experience in service management including implementing new IT processes such as incident, problem, and change management.
  • Experience managing a distributed support team across a multi-site environment.
  • 3 or more years of experience with the direct supervision of employees.
  • 3 of more years of experience in department strategic and financial planning
  • Microsoft Certified Systems Engineer (MCSE) certification required; Information Technology Infrastructure Library (ITIL v3) certification preferred.
  • In-Depth knowledge of end user computing and awareness of latest industry trends.

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