Desktop Support Manager

Requisition Number: 158642

Position Title: Lead Manager IT

External Description:

The Challenge

A full time, mostly site-specific position focused on IT client-based solutions enabling the development of games and driving the effort to continuously provide world class IT support for a great employee experience. 

 

The Impact

Position will be responsible for the management of the desktop support team as well as Exec Support.  Role will require “self-starter” mentality, pro-active collaboration with all areas of the business and senior IT staff to solve for specific client issues.  Position to be focused on team development, environment optimization, and engineering-based initiatives to improve IT and studio operations.  Position to participate in IT communities focused on future standards and knowledge sharing.  This will also include escalations and after-hours support as needed.

 

The next great EA Desktop Support Manager also needs these Key Skills

• Build and maintain proactive relationships with leaders from all areas of the business and IT team members
• Strong written and verbal communication skills
• Participate and/or lead IT projects with the ability to complete tasks independently
• Ability to clearly document processes with the intent to shift to desktop support teams and/or the Global Service Desk
• Strong understanding of PC and Mac client hardware, operating systems, and applications
• Strong understanding of printers, mobile devices, and networking.
• Understanding of development consoles and development processes and terminology
• Strong knowledge and understanding of video conferencing equipment and usage
• Manage and mentor a growing team of Desktop support specialists to ensure they are meeting their goals and providing a positive employee experience.
• Seek employee feedback requests/surveys to identify areas of improvement
• Monthly meetings with areas of the business to ensure their needs are being met

• Serve as the lead and escalation point for all aspects of desktop support
• Manage Asset disposals
• Manage ticket queue/assignment to ensure SLAs are met
• Able to define and implement best practices 

 

Work Experience/Requirements

• • Experience managing a high performing desktop team
  • Experienced with general computer installation, maintenance and repair experience
  • Understanding of current computer hardware and future hardware releases
  • Strong hardware and software troubleshooting skills in a fast-paced environment required
  • Proficient in resolving issues relating to Outlook, Office 365 apps, and collaboration software
  • Research/Review/Recommend Process Improvements
  • Coordinate with vendors for onsite evaluations and service calls
  • Collaborate with internal business units to solve complex problems
  • Large Enterprise IT environment support experience is preferred
  • Knowledge and understanding of:
  • • Standard PC’s, Powerful workstation & laptop hardware and software troubleshooting
    • Windows and macOS in a managed desktop environment

• Enterprise administrative tools including Cisco TMS, Call Manager, Active Directory, SCCM, JAMF, etc.

City:

State:

Community / Marketing Title: Desktop Support Manager

Company Profile:

We are a global team of creators, storytellers, technologists, experience originators, innovators and so much more. We believe amazing games and experiences start with teams as diverse as the players and communities we serve. At Electronic Arts, the only limit is your imagination.

EEOText:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.

Days Open: 17

Can this position be remote?:

EEO Employer Verbiage:

About Electronic Arts

Everything we do is designed to inspire the world to play. Through our cutting-edge games, innovative services, and powerful technologies, we bring worlds with infinite possibilities to millions of players and fans around the globe.

We’re looking for collaborative and inclusive people with diverse perspectives who will enrich our culture and challenge us. We take a holistic approach with our benefits program, focusing on physical, emotional, financial, career, and community wellness to support our people through every chapter of life. We provide comprehensive benefit packages and support for a balanced life with paid time off and new parent leave, plus free games and so much more. Our goal is to provide a safe and respectful workplace that empowers you to thrive in both work and life.

Electronic Arts is an equal opportunity employer. All employment decisions are made without regard to race, color, national origin, ancestry, sex, gender, gender identity or expression, sexual orientation, age, genetic information, religion, disability, medical condition, pregnancy, marital status, family status, veteran status, or any other characteristic protected by law. We will also consider employment qualified applicants with criminal records in accordance with applicable law. EA also makes workplace accommodations for qualified individuals with disabilities as required by applicable law.