Desktop Support Manager

Univision Communications   •  

Miami, FL

5 - 7 years

Posted 183 days ago

This job is no longer available.


The Desktop Support Manager will oversee the outsourced Desktop Support Service in the Miami offices, ensuring that all clients at these locations are receiving prompt and thorough assistance, and coordinating all ETS infrastructure efforts and initiatives related to those facilities. 

The ideal candidate for this position has exceptional customer service orientation, ability to prioritize and execute tasks in a fast-paced environment, excellent communication skills, and strong financialexperience.

Primary Responsibilities

•Facilitate the day to day management of client incidents and requests, ensuring a timely response within the established Service Level Agreement (SLA)
•Maintain an open dialog with the Miami Department Heads to make sure their technology needs are being addressed
•Develop a thorough understanding of the general Univision business and specific Production, Broadcast, and Digital Team needs and foster that understanding in the Workplace Support Analysts
•Provide C Level support to the Executives in Miami area
•Coordinate support for all offsite special events
•Perform follow up on incidents with clients as needed to ensure customer satisfaction
•Measure, monitor and ensure vendor performance against established SLAs and KPIs
•Manage escalated customer issues to resolution with the vendor to ensure the highest customer service
•Communicate effectively to the clients the status of their request and the expected resolution time
•Provide solutions to issues within the Company IT Policy Framework
•Provide courteous and prompt customer service
•Identify and recommend areas which need to be improved or streamlined


Position Requirements

Education & Certifications

•Undergraduate degree in the field of computer science or engineering or equivalent experience required
Required Knowledge & Experience•5+ Year Demonstrated progressive experience directly managing a technical support team
•Broadcast industry experience preferred
•Ability to motivate and direct others to execute on a plan
•Exceptional interpersonal skills with a focus on listening and questioning skills
•Demonstrated business acumen and the ability to apply management expertise to facilitate technology solutions to business problems
•5+ years of technical experience configuring, deploying, and managing workplace hardware, including network, workstation, telephony, and mobility components
•5+ years configuring and managing Windows OS in an enterprise environment
•2+ years managing Mac OS in an enterprise environment
•Working knowledge of several recent versions of Microsoft Windows, Microsoft Windows Server, Microsoft Office Suite, and Microsoft Outlook
•Experience with Active Directory and Exchange Account Management
•3+ years troubleshooting and managing wireless devices in an enterprise environment (iPad, iPhone)
•Knowledge of video conferencing and AV Support
•Fundamental knowledge of enterprise network, telephony, storage, and compute technologies.Professional Attributes
•Ability to set priorities and objectives, then plan, organize, and manage the team in order to meet them according to time/schedule constraints
•Strong customer service orientation
•Ability to quickly build rapport and gain the respect and cooperation of both technology and business leaders
•Ability to deal with ambiguity, develop creative solutions, and make quality decisions in a dynamic, fast-paced environment
•Action-orientation and drive to achieve results in a positive manner, displaying ethical behavior, integrity, and building trust at all times
•Superior analytical, evaluative, and problem-solving abilities
•Strong teamwork and collaboration skills; ability to communicate and persuade at all management levels and thrive in a cross-functional matrix environment
•Strong interpersonal, listening, oral and written communication skills
•Ability to articulate ideas to both technical and non-technical addressees
•Proven conflict resolution/management skills
•Ability to quickly learn new technologies as they become prevalent and widely implemented, and develop oneself
•Continual improvement upon weaknesses while maintaining and utilizing strengths to reach goals