Desktop Support Manager
Location: Redwood City, CA, USA
Notice
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. 是全球领先的互动娱乐软件公司。 EA 提供适用于联网主机、个人电脑、手机和平板电脑的游戏、内容和在线服务。
EEOText: EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况、退伍军人身份或其他任何受法律保护的特征等因素的影响。 我们也会遵照相关法律,考虑雇佣带犯罪记录的合格申请者。 EA 还会遵照相关法律,为符合条件的残障个体改善工作环境。
Days Open: 17
Can this position be remote?:
EEO Employer Verbiage:
EA 是一个奉行机会均等的雇主。 所有招聘决定均不考虑种族、肤色、国籍、血统、生理性别、社会性别、性别认同或表达、性向、年龄、遗传信息、宗教信仰、残障状况、医疗状况、怀孕状况、婚姻状况、家庭状况或退伍军人身份等因素的影响。 EA 还会遵照相关法律,为符合条件的残障个体改善工作环境。