26 days old

Manager, Service Support

Discovery Communications
New York, NY 10001
  • Job Code
    112211749
Discovery Communications


Manager, Service Support

US-NY-New York City

Job ID: 23672
Type: Company Employee Full-Time
# of Openings: 1
Category: IT & Technical Operations
US-NY-New York City

Overview

Our Team
As Discovery Inc portfolio continues to grow – around the world and across platforms – the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discovery’s products, while articulating the long-term technology strategy that will enable Discovery’s growing pay-TV, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.

From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.

The Role
Reporting to the Director Global IT Support Services, this Manager role forms a critical component in the IT departments’ ability to deliver a high quality support strategy across all regions. The role is highly visible, and is an integral link between the IT Service Delivery teams and our end users. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads the work of others. A wide degree of creativity and latitude is expected.


Highlights of the role
The Manager Service Support role for New York covers the following offices: 850 3rd Ave, Chelsea, Avenue of Americas and Discovery’s soon to be new world headquarters on Park Ave. Core duties include leading technical resources at each site to maintain employee hardware, support AV needs, provide end user training, perform hardware refreshes, respond quickly to incidents/requests, provide TOPS (executive) support, and assist with mobile phone needs. In addition, the Manager needs to help develop and deliver new product information to end-users at each site. New product deliver will include understanding upcoming technology changes, being involved in the product launch process, and developing/delivering trainings to their region to help users assimilate with changes. The New York Manager also has primary responsibility over the support needs for the CEO and all Discovery senior leadership meetings on/off site as well as all board meetings regardless of the location.



Responsibilities

1. Provide leadership for personnel to include conducting full staff meetings, individual appraisals, recruitment, training, budget management and team development to ensure customer satisfaction.
2. Coordinate support for CEO, board members, and all senior leadership in the New York
3. Manage and coordinate IT Desktop Services to include desktop computing and network printing in all Discovery offices.
4. Ensure that outages and service incidents in designated regions are managed in an effective and timely manner.
5. Support the development and implementation of global desktop support standards, processes and documentation.
6. Lead the effort to identify, document and define solutions for unique requirements in the designated regions which cannot be satisfied by global standard solutions.
7. Assist in the development and maintenance of an effective and forward thinking roadmap for team development in all designated regions which is consistent with the appropriate regional business strategy and Global IT priorities.
8. Assist in the develop and deliver of the Discovery Certification program to help build development of support teams and provide ongoing care and feeding to the program with support from training and senior team members.
9. A commitment to travel domestically and internationally, as required.
10. Budget responsibility for incidentals and travel in the New York offices. This includes excellent Concur oversight.
11. Manage software rollouts and project / technology delivery to regional sites.
12. Manage urgent incidents/requests/problems for IT services.
13. Manage external 3rd party vendors and contract negotiations.
14. Define & document support procedures.
15. Work with the Telecommunications, AV, Network & Server Engineering and Business Solutions teams to resolve issues swiftly and comprehensively.
16. Communicate with other internal service departments.
17. Any other ad hoc responsibilities as requested by the Director or VP of Global Customer Services.



Qualifications

* 5+ years management and people management experience in IT discipline preferably in a support/Desktop Operations and Engineering environment
* 7+ years experience in an Enterprise-level Support environment
* 3 years solid experience with Windows XP, MS Office XP and Mac desktop administration.
* Excellent verbal, written, interpersonal communication and customer service skills
* Strong organizational, conceptual, and analytical skills
* Experience with C level support (executive)
* Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones.
* Show initiative and independence when dealing with problems.
* Ability to prioritize workload.
* Ability to negotiate, broker, and support deals with regional sites relating to telephony and space support for end users.
* Must be highly motivated with the ability to assimilate and learn new technologies.
* Project management experience.
* Knowledge of North American employment law is beneficial.
* Understanding and working knowledge of SCCM Deployment, Mac comparative to SCCM like Casper, and Anti-Virus Deployment/Maintenance to aid in developing support structure to manage infrastructure.
* Knowledge of building and configuration of Desktops/Laptops to include Dell, Toshiba, HP, Apple
* Knowledge of and ability to support PDAs and mobile phones.
* Understanding of Microsoft’s Active Directory to help with design and planning for new office setups and to help with project management during M&A activities that may require AD modifications.
* ‘Follow me’ or other similar centralized printing systems.
* Working knowledge of ITIL is preferred. Foundation certification desired.
* Must have the legal right to work in the United States

New York City, New York, NYC, NY

Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information.

EEO is the Law

Pay Transparency Policy Statement

PI112211749

<b>Discovery Communications</b><br/><br/><br/><b>Manager, Service Support</b><br/><br/>US-NY-New York City<br/><br/><b>Job ID:</b> 23672<br/><b>Type:</b> Company Employee Full-Time<br/><b># of Openings:</b> 1<br/><b>Category:</b> IT & Technical Operations<br/>US-NY-New York City<br/><br/><b>Overview</b><br/><br/><p style="margin: 0px;"><strong>Our Team</strong><br />As Discovery Inc portfolio continues to grow around the world and across platforms the Global Technology & Operations team is building media technology and IT systems that meet the world class standard for which Discovery is known. GT&O builds, implements and maintains the business systems and technology that are critical for delivering Discoverys products, while articulating the long-term technology strategy that will enable Discoverys growing pay-TV, digital terrestrial, free-to-air and online services to reach more audiences on more platforms.<br /><br />From Amsterdam to Singapore and from satellite and broadcast operations to SAP, we are driving Discovery forward on the leading edge of technology.</p><p style="margin: 0px;"> </p><p style="margin: 0px;"><strong>The Role</strong> <br />Reporting to the Director Global IT Support Services, this Manager role forms a critical component in the IT departments ability to deliver a high quality support strategy across all regions. The role is highly visible, and is an integral link between the IT Service Delivery teams and our end users. Relies on extensive experience and judgment to plan and accomplish goals. Performs a variety of tasks. Leads the work of others. A wide degree of creativity and latitude is expected.</p><p style="margin: 0px;"><br /><strong>Highlights of the role</strong><br />The Manager Service Support role for New York covers the following offices: 850 3rd Ave, Chelsea, Avenue of Americas and Discoverys soon to be new world headquarters on Park Ave. Core duties include leading technical resources at each site to maintain employee hardware, support AV needs, provide end user training, perform hardware refreshes, respond quickly to incidents/requests, provide TOPS (executive) support, and assist with mobile phone needs. In addition, the Manager needs to help develop and deliver new product information to end-users at each site. New product deliver will include understanding upcoming technology changes, being involved in the product launch process, and developing/delivering trainings to their region to help users assimilate with changes. The New York Manager also has primary responsibility over the support needs for the CEO and all Discovery senior leadership meetings on/off site as well as all board meetings regardless of the location.</p><br/><br/><b>Responsibilities</b><br/><br/><p style="margin: 0px;">1. Provide leadership for personnel to include conducting full staff meetings, individual appraisals, recruitment, training, budget management and team development to ensure customer satisfaction. <br />2. Coordinate support for CEO, board members, and all senior leadership in the New York<br />3. Manage and coordinate IT Desktop Services to include desktop computing and network printing in all Discovery offices.<br />4. Ensure that outages and service incidents in designated regions are managed in an effective and timely manner.<br />5. Support the development and implementation of global desktop support standards, processes and documentation.<br />6. Lead the effort to identify, document and define solutions for unique requirements in the designated regions which cannot be satisfied by global standard solutions. <br />7. Assist in the development and maintenance of an effective and forward thinking roadmap for team development in all designated regions which is consistent with the appropriate regional business strategy and Global IT priorities.<br />8. Assist in the develop and deliver of the Discovery Certification program to help build development of support teams and provide ongoing care and feeding to the program with support from training and senior team members.<br />9. A commitment to travel domestically and internationally, as required. <br />10. Budget responsibility for incidentals and travel in the New York offices. This includes excellent Concur oversight.<br />11. Manage software rollouts and project / technology delivery to regional sites.<br />12. Manage urgent incidents/requests/problems for IT services.<br />13. Manage external 3rd party vendors and contract negotiations. <br />14. Define & document support procedures.<br />15. Work with the Telecommunications, AV, Network & Server Engineering and Business Solutions teams to resolve issues swiftly and comprehensively.<br />16. Communicate with other internal service departments.<br />17. Any other ad hoc responsibilities as requested by the Director or VP of Global Customer Services.</p><br/><br/><b>Qualifications</b><br/><br/><p style="margin: 0px;">* 5+ years management and people management experience in IT discipline preferably in a support/Desktop Operations and Engineering environment<br />* 7+ years experience in an Enterprise-level Support environment <br />* 3 years solid experience with Windows XP, MS Office XP and Mac desktop administration.<br />* Excellent verbal, written, interpersonal communication and customer service skills <br />* Strong organizational, conceptual, and analytical skills<br />* Experience with C level support (executive)<br />* Able to demonstrate a high degree of flexibility, including flexibility in working hours to support employees and customers across multiple time zones.<br />* Show initiative and independence when dealing with problems.<br />* Ability to prioritize workload.<br />* Ability to negotiate, broker, and support deals with regional sites relating to telephony and space support for end users. <br />* Must be highly motivated with the ability to assimilate and learn new technologies.<br />* Project management experience.<br />* Knowledge of North American employment law is beneficial. <br />* Understanding and working knowledge of SCCM Deployment, Mac comparative to SCCM like Casper, and Anti-Virus Deployment/Maintenance to aid in developing support structure to manage infrastructure.<br />* Knowledge of building and configuration of Desktops/Laptops to include Dell, Toshiba, HP, Apple<br />* Knowledge of and ability to support PDAs and mobile phones.<br />* Understanding of Microsofts Active Directory to help with design and planning for new office setups and to help with project management during M&A activities that may require AD modifications.<br />* Follow me or other similar centralized printing systems.<br />* Working knowledge of ITIL is preferred. Foundation certification desired.<br />* Must have the legal right to work in the United States</p><p style="margin: 0px;"><span style="color: #ffffff;">New York City, New York, NYC, NY</span></p>Discovery Communications, Inc. is an equal opportunity employer. Discovery is committed to being an employer of choice, not just a good place to work, but a great and inclusive place to work. To that end, we strive to recruit and maintain a workforce that meaningfully represents the diverse and culturally rich communities that we serve. Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, sexual orientation, gender identity, protected veteran status or disabled status or, genetic information. <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=581131&hashed=1619517695">EEO is the Law</a> <br><br> <a href="https://discovery.icims.com/icims2/servlet/icims2?module=AppInert&action=download&id=588767&hashed=2014725565">Pay Transparency Policy Statement</a> <br><br <img src="https://analytics.click2apply.net/v/ljeoj5S6eAJXCbo4uoYD1"> <p>PI112211749</p>

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Posted: 2019-07-23 Expires: 2019-08-23

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Manager, Service Support

Discovery Communications
New York, NY 10001

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