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.는 세계를 선도하는 인터랙티브 엔터테인먼트 소프트웨어 기업입니다. EA는 인터넷 콘솔, 개인용 컴퓨터, 휴대전화, 태블릿용 게임과 콘텐츠 및 온라인 서비스를 제공합니다.

EEOText: EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부, 또는 법으로 금지된 기타 요인을 고려하지 않고 결정됩니다. 또한, 해당 직책에 합당한 능력을 갖추고 있다면 범죄 기록이 있는 지원자도 관련 법률을 준수하는 방식으로 채용 여부를 고려합니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.

Days Open: 17

Can this position be remote?:

EEO Employer Verbiage:

EA는 균등한 기회의 제공을 실천합니다. 모든 채용은 인종, 피부색, 출신 국가, 혈통, 생물학적/사회적 성별, 성 정체성 또는 표현, 성적 성향, 나이, 유전 정보, 종교, 장애 여부, 질병 유무, 임신 여부, 혼인 상태, 가족 상황, 군 복무 여부 등의 요인을 고려하지 않고 결정됩니다. EA는 관련 법률에서 명시하는 대로 업무 공간에 장애가 있는 입사 지원자 또는 예정자를 위한 시설을 마련해두고 있습니다.