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The Vice President of Client Services has the expertise required to lead and motivate a team of service and support professionals to deliver excellent technical and non-technical support with outstanding customer service, satisfaction, and timeliness that meets/exceeds the expectations of the organization. This role is responsible for all first and second level support requests and requires advanced knowledge of core technical systems, including network, server, client, and Audio Video systems, as well as advanced knowledge of business processes (especially as it relates to policies/audit), and business applications. The Vice President of Technology Services and Support will lead various projects and partner with the Infrastructure and Information Services teams to manage the implementation of companywide technologies, workflows, and processes and procedures in order to maintain a stable, efficient and controlled computing environment. Along with management, the Vice President of Services & Support will develop an effective and workable framework for managing and improving customer IT service and support throughout the organization. This role reports to SVP, CTO.
Main Duties and Responsibilities
50% - Customer facing technical service and support:
All Service Requests from cradle to grave for all in-scope areas (desktops, laptops, handhelds, operating systems, applications, audio video, etc.).
All customer facing support staff, ensuring the highest quality of service and customer support.
Implement and manage support process and delivery, ensuring that the most efficient and correct solutions are provided for all service requests in both NY and LA.
Various ‘how to’ technical documents for orientation and day to day service requests and work with Information Services to implement and upkeep an automated ‘self-service’ and request portal.
Monitor, manage and provide weekly reporting of ticket status, virus/spyware events, escalations, issues, etc.
Provide ‘top tier’ technical and non-technical support for all users as required.
Provide technical and customer relations leadership to team as needed with a focus on service quality.
25% - Processes, policies and tools as they relate to security, compliancy and controls - audit:
Identity Management and Access Controls
◦ Various systems, including Directory services (i.e. Active Directory users and computers), including the on-boarding and termination of users, security groups, computer groups, client groups, distribution lists, etc.
◦ Systems and deployment processes (i.e. SCCM and MS EMS)
◦ Endpoint policies, security, applications, virus / Adware, etc.
10% - Responsible for project management of various user facing projects, including hardware and software upgrades, new implementations / migrations, user training, moves, adds and changes, etc.
10% - Consult users, management, vendors, and technicians to assess computing needs and system requirements.
5% - Assist management with IT procurement (i.e. desktops, laptops, handhelds, etc.).
Manage all technology service and support personnel
Knowledge and Skills Required
Ability to understand Horizon’s direction, structure, and requirements, and use that knowledge to assist management in identifying and delivering the best possible technical solutions for all areas of business.
7+ yrs relevant overall experience managing Information Technology user based systems (i.e. desktops, laptops, handhelds, etc.), customer service and technical procedures and solutions.
7+ yrs experience managing a technical support staff with a focus on process and high quality customer service.
4+ yrs project management experience; including a demonstrated success managing hardware and software implementations and upgrades, projects with numerous process changes and enhancements, budgetary requirements, and timeline deliverables.
In depth understanding of user Information Technologies, systems, and software:
◦ Windows Operating Systems (Microsoft XP and Windows 7)
◦ Handheld / Tablet Operating Systems (Blackberry, Android, and iOS)
◦ Applications and Software (Citrix, MS Office, Outlook 2010, Lync, etc.)
◦ Active Directory, Windows Deployment, SCCM, BES, and Anti-Virus platforms
◦ General Audio Video technologies, including presentation and design software (Power Point, Final Cut Pro, audio and video encoding and editing, etc.)
Superior project and time management skills.
Excellent organizational skills, attention to detail and quality.
Ability to successfully explain technical processes and issues and a non-technical way.
Ability to successfully manage vendors.
English proficiency and excellent grammatical, writing, and editorial skills are required.
Ability to multi-task in fast-paced environment.
Very customer service oriented, focusing on ‘white glove’ service.
Certificates, licenses and registrations
Microsoft certifications preferred
Physical Activity and Work Environment
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of responsibilities, duties and skills required of personnel so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of the employer.
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