DESKTOP SERVICES

• Management of a team of client technologists installing, monitoring and troubleshooting desktop hardware, software and mobile computing devices
  
• Accountable for defining desktop standards and selecting/implementing related technologies for remote support of devices
  
• Development of a service framework and rate card to support client technology requests
  
• Accountable for $1M plus annual budget for provisioning of desktop equipment. Develop multi-year plans including budget estimates and staffing recommendations
  
• Definition and communication of policies surrounding desktops, laptops and peripheral devices
  
• Works closely with IT Security and Network teams to define VPN strategy, including related SecureID devices
  
• This position is accountable for the definition, testing and successful delivery of various internal operating controls including the following: o Escalation procedures for Level II Support o Provisioning and de-provisioning processes around desktops, laptops, mobile computing devices and VPN
  

HELP DESK MANAGEMENT

• Ability to manage a third party vendor providing first level 24X7 help desk support globally. Includes creating and implementing a standard set of processes for first level support and the ability to measure Help Desk performance against SLA’s.
  
• Qualified candidate must have a thorough understanding and prior experience implementing best practice Incident and Problem Management processes and tools. This position will be accountable for working closely with all IT divisions to define and implement global Level I and Level II incident and problem management processes.
  

ASSET MANAGEMENT

• Accountable for defining a global asset management strategy. This includes processes, tools and technologies required to maintain an accurate desktop inventory
  
• Responsible for defining and executing a clear desktop refresh plan
  
• Must work closely with the Director, IT Sourcing to select, negotiate and manage single source vendor relationships for desktop and peripheral devices

EDUCATION & EXPERIENCE

• This position requires a Bachelor’s degree Information Technology or related field
  
• Minimum 2-3 years experience installing, configuring and maintaining desktop hardware and software in a complex environment
  
• Minimum 5 years experience managing an IT Help Desk (1,000+ users), including Level II Support processes
  
• Prior entertainment industry experience preferred
  
• 3-5 experiences managing Microsoft operating systems. Apple experience not required, but preferred
  
• Qualified application must demonstrate experience managing and developing a service framework for Client Technology

KNOWLEDGE AND COMPETENCIES

• Excellent written and verbal communication skills. Ability to communicate technical information to a non-technical user or audience a plus
  
• Strong leadership skills, ability to build strong teams and relationships across IT is critical
  
• Ability to create a department that delivers a “service first” mentality is required
  
• Microsoft technologies required (current O/S, Active Directory)
  
• BMC Service Desk a plus