Desktop Support Manager

ABOUT THE ROLE & TEAM:

Information Technology department at TelevisaUnivision is looking for a Desktop Support Manager to join our team!

The Desktop Support Manager will oversee the outsourced Desktop Support Service in the New York and New Jersey (Teaneck) offices as well as the Northeast offices, ensuring that all clients at these locations are receiving prompt and thorough assistance, and coordinating all IT infrastructure efforts and initiatives related to those facilities.

In this position you will establish direct relationships and maintain an open dialog with Department Heads to make sure their technology needs are being addressed. As well as provide C Level support to the Executives in New York area. This position reports to the Sr. Manager, Desktop Support Services.

ABOUT YOU:

Demonstrated business acumen and the ability to apply management expertise to facilitate technology solutions to business problems. You have exceptional customer service orientation, ability to prioritize and execute tasks in a fast-paced environment. You have excellent interpersonal and communication skills with a focus on listening and questioning skills.

YOUR DAY-DAY: (aka Responsibilities)

• You will facilitate the day-to-day management of client incidents and requests, ensuring a timely response within the established Service Level Agreement (SLA), and perform follow up on incidents with clients as needed to ensure customer satisfaction.
• Develop a thorough understanding of the general TUVN business and specific Sales, Finance and Traffic needs and foster that understanding in the Workplace Support Analysts.
• Provide a central escalation point for National Sales, Finance and Traffic and those in remote locations.
• Oversee the Company’s AV / Conference Room integrations and support.
• Measure, monitor and ensure vendor performance against established SLAs and KPIs.
• Manage escalated customer issues to resolution with the vendor to ensure the highest customer service.
• Provide solutions to issues within the Company IT Policy Framework and identify and recommend areas which need to be improved or streamlined.
• Manage projects where Desktop Support involvement is required that include moves, migrations, and deployments.
• Ensure the timely and properly executed onboarding of new clients.
• Manage Company hardware assets to include asset procurement, movement, storage, deployment, and retrieval.

YOU HAVE: (aka Qualifications)

• Undergraduate degree in the field of computer science or engineering or equivalent experience required. ITIL Certifications preferred.
• 5+ Year Demonstrated progressive experience directly managing a technical support team.
• 7+ years of technical experience configuring, deploying, and managing workplace hardware, including network, workstation, telephony, and mobility components.
• 7+ years configuring and managing Windows OS in an enterprise environment.
• 5+ years managing Mac OS in an enterprise environment.
• Working knowledge of several recent versions of Microsoft Windows, Microsoft Office Suite, and Microsoft Outlook.
• Working knowledge of Teams Townhall and Live Events a plus.
• Experience with Active Directory and Exchange Account Management.
• 5+ years troubleshooting and managing wireless devices in an enterprise environment (iPad, iPhone).
• Working knowledge of ITIL tools such as Service Now, video conferencing (Teams Townhall/Live Events), AV Support (Teams integrated conference rooms, Crestron, etc).
• Knowledge of MS InTune a plus.
• Fundamental knowledge of enterprise network, telephony, storage, and compute technologies.
• Ability to travel (domestic and international)

Exact compensation may vary based on skills, experience, and location. Please note the national salary range listed in the job posting reflects the new hire salary range across levels and U.S. locations that would be applicable to the position.

OUR BENEFITS:

TelevisaUnivision believes that a happy, well-balanced employee is what makes our culture thrive. We offer a wide selection of perks and benefits including PTO; tuition reimbursement; wellness and employee support programs; 401K; and life and other insurance plans. This is all in addition to our comprehensive and competitive health benefits package featuring medical, dental and vision coverage options.

TelevisaUnivision is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to characteristics protected by law.