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Senior Manager, Helpdesk and Desktop Support Back

Metro-Goldwyn-Mayer Studios Inc.

Beverly Hills,California 90210

Web Site:

www.mgm.com/#/about/careers

Company Profile

col-wide   

Category:

Information Technology

Job Description:

Metro-Goldwyn-Mayer Studios Inc. ("MGM") is seeking a Senior Manager in its IT department in Beverly Hills, CA. The successful candidate will be leading a team that provides desktop support to MGM's corporate office as well as remote offices around the world. This position will manage a team of technicians on all aspects of the day to day activities of the Help Desk operations. The Senior Manager should be proficient with ITIL methodology, incident management systems, and general technologies. The Senior Manager will provide supervisory oversight of the team, as well as take the lead on critical issues and routine tasks as they are raised. 

Responsibilities:

  • Manage the helpdesk staff and activities associated with the identification, prioritization, and resolution of reported problems using ITIL best practices
  • Provide guidance and oversight of staff and reporting on SLAs and other analytics to management
  • Basic system administration of VoIP solution (on-boarding, changing features, moves/adds)
  • Assign technicians to various operations and direct their activities related to help desk tickets
  • Prioritize daily activities of the team and QC work on critical and high priority tickets
  • Take ownership of client issues and escalate issue to appropriate IS managers as necessary
  • Create, document, and update processes to resolve issues and improve processes
  • Manage SCCM and JAMF Casper deployment of key software updates for all MGM computers
  • Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)
  • As needed, provide day-to-day support of PC/MAC hardware, software, printing and networking issues
  • Various special projects support as needed

 

Job Requirements:

 

  • Bachelor's Degree preferred or equivalent experience required
  • Minimum of 5-7 years of experience in IT with 2 years of experience managing a support desk team - must be able to demonstrate ability to lead and mentor
  • A+ Certification required and/or equivalent combination of relevant education and/or experience
  • Excellent customer service, interpersonal skills, phone etiquette, time management, and problem-solving skills
  • Excellent understanding of computer hardware, operating system functions, and components
  • Familiarity with multiple makes/models of desktops and laptops, and be able to troubleshoot and escalate as appropriate
  • Mac OS X and Windows 7/8/10 troubleshooting and configuration skills
  • Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
  • Knowledge of Active Directory, Network Essentials, SCCM and Office 2010/Office 2016, VoIP systems and basic AV skills
  • Experience and ability to work both in a team setting and independently

Job Description:

Metro-Goldwyn-Mayer Studios Inc. ("MGM") is seeking a Senior Manager in its IT department in Beverly Hills, CA. The successful candidate will be leading a team that provides desktop support to MGM's corporate office as well as remote offices around the world. This position will manage a team of technicians on all aspects of the day to day activities of the Help Desk operations. The Senior Manager should be proficient with ITIL methodology, incident management systems, and general technologies. The Senior Manager will provide supervisory oversight of the team, as well as take the lead on critical issues and routine tasks as they are raised. 

Responsibilities:

  • Manage the helpdesk staff and activities associated with the identification, prioritization, and resolution of reported problems using ITIL best practices
  • Provide guidance and oversight of staff and reporting on SLAs and other analytics to management
  • Basic system administration of VoIP solution (on-boarding, changing features, moves/adds)
  • Assign technicians to various operations and direct their activities related to help desk tickets
  • Prioritize daily activities of the team and QC work on critical and high priority tickets
  • Take ownership of client issues and escalate issue to appropriate IS managers as necessary
  • Create, document, and update processes to resolve issues and improve processes
  • Manage SCCM and JAMF Casper deployment of key software updates for all MGM computers
  • Act as project manager for small to medium projects around desktop infrastructure (i.e., technology upgrades, new hardware and software deployments)
  • As needed, provide day-to-day support of PC/MAC hardware, software, printing and networking issues
  • Various special projects support as needed

 

Job Requirements:

 

  • Bachelor's Degree preferred or equivalent experience required
  • Minimum of 5-7 years of experience in IT with 2 years of experience managing a support desk team - must be able to demonstrate ability to lead and mentor
  • A+ Certification required and/or equivalent combination of relevant education and/or experience
  • Excellent customer service, interpersonal skills, phone etiquette, time management, and problem-solving skills
  • Excellent understanding of computer hardware, operating system functions, and components
  • Familiarity with multiple makes/models of desktops and laptops, and be able to troubleshoot and escalate as appropriate
  • Mac OS X and Windows 7/8/10 troubleshooting and configuration skills
  • Mobile and tablet device troubleshooting and configuration skills (iOS and Android)
  • Knowledge of Active Directory, Network Essentials, SCCM and Office 2010/Office 2016, VoIP systems and basic AV skills
  • Experience and ability to work both in a team setting and independently