Manager VIP EUX Support

CREATIVITY IS OUR SUPERPOWER. It’s our heritage and it’s also our future. Because we don’t just make toys. We create innovative products and experiences that inspire fans, entertain audiences and develop children through play. Mattel is at its best when every member of our team feels respected, included, and heard—when everyone can show up as themselves and do their best work every day. We value and share an infinite range of ideas and voices that evolve and broaden our perspectives with a reach that extends into all our brands, partners, and suppliers.

The Opportunity: 

The Manger VIP EUX Support will function as the leader and a subject matter expert within the VIP EUX support team. This role will provide leadership, oversight and accountability to the HCL teams supporting the Diamond C-Suite Executives and their Admins and select VIP personnel. They will provide white glove support on all Global Technology Organizations technology related needs. We are seeking a candidate that has many years of VIP Support, been in a manager type role and has a deep and broad knowledge of Macs, PC’s, tablets and other mobile devices. 

What Your Impact Will Be: 

•    Manage a global team of vendor support techs/engineers
•    Help determine the IT goals of the VIP support teams and plan how to achieve them 
•    Strategize on future needs and new ways of supporting our VIP end users
•    Implement new technology upgrades and computer systems so the VIP end users can be more productive in their daily tasks
•    The VIP EUX manager will ensure that the company's hardware and software are properly functioning by utilizing and monitoring the latest proactive support tools 
•    They will lead the VIP department and oversee the performance of the IT staff 
•    Collaboration: IT managers facilitate collaboration across the organization
•    Support our C-Suite executives and their admins, with a white glove approach. Including, but not limited to, their office, travel and home support needs. 
•    Install, maintain, modify, operate and support complex end user systems and mobile equipment. Both Mac and PC systems.
•    Work closely with all project and support teams for the Global Technology Organization to make sure these users are not affected by downtime or unexpected outages. 
•    Works closely with out Audio-Visual team for Town Halls, Board Meetings, Media Tapings and Streaming. Must maintain a base understanding on how the A/V items work within the Mattel environment. 
•    Maintain and support or Logitech Conference Room equipment with support from our A/V team. 
•    Understand and maintain a record of the Diamond Support users systems to make sure they don’t have any security vulnerabilities, are patched and compliant with all standards at Mattel.
•    Create & manage technical system procedure documentation, and KB articles for all VIP/Diamond related standards and support operating procedures. 
•    Develop a strong understanding of our support tools at Mattel: Nexthink, Moveworks Chat Bot, Service Now, Microsoft SCCM, Microsoft Intune, JAMF. 
•    Help manage assigned installation and maintenance projects that could affect VIP users.
•    Develops a thorough understanding of the VIP ecosystem and continually assess the competitive landscape and emerging trends. Overcomes challenges through innovative and imaginative solutions.
•    Demonstrates a consistently high standard of IT Engineering practices while leading the installation of new equipment and system commissioning.
•    Maintain and support a strong Hardware and Software Asset Management database for all Diamond users, with dashboards and equipment ratings. 
•    Participates in technical conversations and communication with stakeholders, including GTO project leads, internal facilities, content partners, Audio Visual Team, local FSS team, GTO network and engineering teams, and outsourced vendor. 
•    Ability to rapidly diagnose Mac and PC IT related problems plus provide alternative solutions to maintain service uptimes for our end user systems
•    Understand and train when needed on all of Mattel’s collaboration tools: Zoom, MS Teams, MS Outlook, Cisco Jabber, Mac OS, Windows 10/11, docking stations with multiple monitors, web cams, and mic systems. 
•    Be able to prioritize and meet the demanding needs of this VIP end user group. 
•    Must be able to work calmly under pressure. 
•    Flexible schedule including occasional nights, weekends and travel for home support if needed.
•    Liaison between GTO/EUX Leadership and the VIP end users. Responsible for all communication on outages, upcoming projects and general need to know information to these end users. 
•    Work with the GTO Engineering team to create the best standards, strategic initiatives and future state of the IT equipment for out Diamond users. 
 

What We’re Looking For:

•    Bachelor’s degree in information systems, computer science, or equivalent work experience

•    8+ years of experience in all aspects of end user support with at least 5+ years in a VIP support level

•    5+ or more years of experience working in an enterprise global IT environment 

•    Previous managerial experience

•    Experience planning, designing, implementing and operating in an Enterprise IT environment

•    Knowledge and experience with all Mac OS versions, PC OS versions and mobile OS’s  

•    Ability to work in a high activity/fast paced environment on multiple projects simultaneously with varying levels of priority. Working within deadlines and resources while being able report upstream efficiently on status. 

•    Ability to effectively communicate (verbal and written correspondence) in a professional and courteous manner with technical and non-technical personnel.

•    Experience collaboration platforms such as Zoom, Teams, Outlook, Jabber, etc. 

•    Ability to maintain composure in a real-time high paced C-Suite environment

•    Team player that is always ready and willing to be collaborative and work to support their team 

The annual base salary range for this position is between $136,000 and $160,000.
**This range is indicative of projected hiring range, however annual base salary will be determined based on a candidate’s work location, skills and experience.

Don’t meet every single requirement? At Mattel we are dedicated to building a diverse and inclusive workplace, so if you’re excited about this role but your past experience doesn’t align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.

How We Work:

We are a purpose driven company aiming to empower generations to explore the wonder of childhood and reach their full potential. We live up to our purpose employing the following behaviors:

• We collaborate: Being a part of Mattel means being part of one team with shared values and common goals. Every person counts and working closely together always brings better results. Partnership is our process and our collective capabilities is our superpower.
• We innovate: At Mattel we always aim to find new and better ways to create innovative products and experiences. No matter where you work in the organization, you can always make a difference and have real impact. We welcome new ideas and value new initiatives that challenge conventional thinking.
• We execute: We are a performance-driven company. We strive for excellence and are focused on pursuing best-in-class outcomes. We believe in accountability and ownership and know that our people are at their best when they are empowered to create and deliver results.

Who We Are:

Mattel is a leading global toy and family entertainment company and owner of one of the most iconic brand portfolios in the world. We engage consumers and fans through our franchise brands, including Barbie, Hot Wheels, Fisher-Price, American Girl, Thomas & Friends, UNO, Masters of the Universe, Matchbox, Monster High, MEGA and Polly Pocket, as well as other popular properties that we own or license in partnership with global entertainment companies. Our offerings include toys, content, consumer products, digital and live experiences. Our products are sold in collaboration with the world’s leading retail and ecommerce companies. Since its founding in 1945, Mattel is proud to be a trusted partner in empowering generations to explore the wonder of childhood and reach their full potential.

Mattel’s award-winning workplace culture has been recognized by Forbes, Fast Company, Newsweek, Great Place to Work, TIME, and more.

Visit us at https://jobs.mattel.com/ and www.instagram.com/MattelCareers.

Mattel is an Affirmative Action/Equal Opportunity Employer where we want you to bring your authentic self to work every day. We welcome all job seekers, and all applicants will receive consideration for employment without regard to race, ethnicity, color, national origin, religion, sex, gender, gender identity or expression, sexual orientation, veteran and protected veteran status, disability status, and or any other basis protected by applicable federal, state or local law.

Pursuant to the Los Angeles Fair Chance Ordinance and the California Fair Chance Act, qualified applicants with arrest or conviction records will be considered for employment.

Videos to watch:
The Culture at Mattel
Mattel Investor Highlights