The Role

CAA is one of the world’s leading entertainment agencies. The Tech department at CAA is an ever changing, very dynamic environment. We pride ourselves on being at the forefront of technology in every aspect.

We are looking for an individual with strong communication skills and a strong technical background. This person will be directly interfacing with clients and other Tech staff.  The individual will be responsible for directing the efforts of matrixed team members and should be capable of assisting them and leading by example and influence. This role reports directly to the Service Delivery Manager and has no direct reports. Experienced in service delivery support for SaaS/Cloud based services through standards and policies.  Sets processes, leads project teams, rectifies reliability issues, monitors progress, and tracks KPIs.  Candidate must be an analytical thinker as this position will require the candidate to develop multiple courses of action and evaluate them to choose the best solution to drive problem resolution and process/policy improvement. Candidate must seek the development of a service culture, continuously seeking to enhance our service delivery and employee engagement.  Performs information systems administrative procedures and maintains documentation that covers two or more functional areas including infrastructure core services, applications, project training, solution advisement, acquisition integration, and security assistance. They will require strong interpersonal and communication abilities. 

This role is critical to the CAA team as it is the lifeline of support for our customers. It is essential that this person be an excellent communicator and work well on their own and in a team. They will also be responsible for supporting senior-level staff up to the C-suite. The ability to communicate and present professionally is of the utmost importance. The incumbent must be able to effectively influence others and drive systems and processes across the team. This role is based in our Los Angeles office and requires 5 days onsite.

Responsibilities 

• Oversee all processes related to the identification, prioritization, and resolution of end-user support requests, including the monitoring, tracking, coordination, and supervision of all service delivery functions related to those requests specific to your assigned Departments – 20%    

• Monitor defined KPIs (Key Performance Indicators) and implement action plan when metrics fall below agreed KPIs ensuring that support teams are capable of meeting SLAs and end-users are satisfied – 20%

• Partner with senior technical resources within CAAtech for problem resolution and new feature creation – 20%

• Prioritize and assign tickets to junior staff based on severity and urgency, utilizing knowledge and insight into the business priorities of the assigned Department – 10%

• Provide 3rd line support for junior staff to manage the incident management response – 10%

• Determine and execute the appropriate strategy to keep assigned Departments informed of service performance issues and significant issues – 10%

• Partner with the Information Risk Management team to identify and address cyber security incidents in real time and implement preventive measure and process improvements – 5%

• Provide a concierge level of hands-on support to C-Suite and Department Heads – 5%

Additional Duties

• Participate as part of the Service Delivery West Leadership Team in planning, strategy and change discussions. 

• Collaborate with the rest of the Service Delivery West Leadership Team on the development of new processes and procedures for the desktop support function.

• Lead the development of service improvement initiatives.

• Promote business knowledge to junior staff of CAAtech process, roles, and procedures to ensure the best possible outcomes. 

• Research, propose, and implement approved solutions to resolve longer-term technical issues.

• Develop new training materials and provide appropriate training and support to lower-level support staff.

Requirements

• 3+ years leading projects and/or leading others through influence

• 5+ years service delivery experience  

• Strong written and verbal communication skills and a strong customer service mindset

• Great team player, fast learner, and self-starter

• Ability to work well under pressure and prioritize multiple tasks.

• Experience operating with a high level of autonomy and the ability to meet deadline through others. 

• Work effectively with both team and/or work group including those outside the formal span of control to resolve issues and fulfill end-user requests.   

• Advance proficiency with Windows 10 & 11 and MacOS

• Advance Proficiency in Microsoft Office applications and operating systems

• Expert in troubleshooting issues with iOS devices, Conference Systems, Lenovo laptops and HP printers

• Experience with ticketing systems and remote support tools

• Aptitude for problem-solving and critical thinking

• Customer service orientation. Building strong relationships with key stakeholders.

• Ability to train and mentor lower-level support staff.

• Knowledge and experience in M365, Microsoft Exchange and Azure AD

• Experience in supporting IP based phone systems (Cisco) and using the Cisco Unified CM and Cisco Unity Connection Administration servers.

• Knowledge and experience with JAMF for Mac administration, imaging, deployment

Preferred Qualifications

• A+, Network+, and/or Microsoft Product related Certifications preferred.

• ITIL Foundation, Microsoft or other IT certifications preferred.

Environment 

CAA has a service-oriented collaborative environment where we help our colleagues and then focus on our own work. 

Please note: You will be required to dress in business professional attire daily. 

Location

This role will be on-site, based in our Los Angeles office.

Compensation: The base hourly rate for this position is in the range of $36.00 - $45.00. This position also is eligible for benefits and discretionary bonus. Ultimately, wages may vary based upon, but not limited to, relevant experience, time in role, business sector, and geographic location, among other criteria. Please talk with a CAA Recruiter to learn more.

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