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:

Electronic Arts Inc. es una empresa de software de entretenimiento interactivo líder a nivel mundial. EA distribuye juegos, contenido y servicios en línea para consolas, ordenadores personales, teléfonos móviles y tabletas conectados a Internet.

EEOText: EA ofrece igualdad de oportunidades. Nuestras decisiones de empleo se hacen independientemente de raza, color, nacionalidad, ascendencia, sexo, género, identidad o expresión de género, orientación sexual, edad, información genética, religión, discapacidad, condición médica, embarazo o estado civil, familiar o de veterano, o de cualquier otra característica protegida por ley. También consideramos candidatos cualificados con antecedentes penales, de acuerdo a la ley aplicable. EA también lleva a cabo ajustes de espacios de trabajo para individuos cualificados con discapacidades, de acuerdo con la ley aplicable.

Days Open: 17

Can this position be remote?:

EEO Employer Verbiage:

EA ofrece igualdad de oportunidades. Nuestras decisiones de empleo se hacen independientemente de raza, color, nacionalidad, ascendencia, sexo, género, identidad o expresión de género, orientación sexual, edad, información genética, religión, discapacidad, condición médica, embarazo o estado civil, familiar o de veterano. EA también lleva a cabo ajustes de espacios de trabajo para individuos cualificados con discapacidades, de acuerdo con la ley aplicable.