Manager, IT Support

Job Description

Overview

If you're a skilled help desk manager who can lead our IT team and provide support to internal customers-our employee across 44 sites-for an outstanding support experience, Audacy has an opportunity for you! You will be responsible for leading a corporate team that handles: enterprise software support, remote user issues, hardware and software problems, and documenting said issues. We are looking to build a best-in-class organization for you to run ensuring that we exceed client expectations, have outstanding toolsets, and a mindset of root-cause-analysis and problem resolution.

Audacy has multiple internal stakeholders with a variety of desktop, software, and hardware support needs; we operate centrally and across 44 markets, within an on-prem, hybrid, and remote environment. As we continue to grow, we are looking for a help desk manager to oversee our desktop support team in providing exemplary technical support to our clients. You will be responsible for training, supporting, and leading your team. You will also be required to manage ticket escalation and resolve any technical issues.

This is a growth opportunity for a outstanding communicator and leader who has been in the trenches and wants to build a support organization. We want a experienced technical individual who has:
• Hands-on experience with supervising all tasks involved in managing a help desk
• A desire to lead through example by practicing and teaching customer service and effective communication to fellow employees
• Exposure to the field of customer service and all its facets

This opportunity can sit in Philly, Denver, Chicago, or New York. Remote may be an option for the ideal candidate.

Responsibilities

What You'll Do:

Management
• Managing and supporting a team of help desk technicians/analysts, asset supply, and deployment and vendor management
• Mentoring your team, providing training, and conducting performance evaluations.
• Monitoring team performance and developing feedback reports for management
• Direct the development of policies, procedures, SOPs and SLAs

Client Support
• Communicating with clients and providing in-person and phone support, if required
• Oversee implementation of the national ticketing system for both national and local ticket input, escalation, and resolution
• Collaborate with internal partners to implement new technologies to improve operational efficiency

Technical Improvements
• Optimize a national ticketing system and build workflows for local needs
• Making recommendations to improve operational efficiency, including use of the ticketing system, workflows, and process capabilities
• Participate in new technology assessment, selection and training; build plans to introduce new solutions to users across the enterprise
• Enhancement of internal support Wiki

Qualifications

More About You:
• 5 years senior technical role or 2 years technical management with a broad user base
• 5 years of experience in the media or technology industry, preferred
• Bachelor's degree in computer science, information technology, or a related field preferred
• At least two years of experience as a Help Desk Manager or in a technical support role; demonstrable skills troubleshooting a wide range of technical problems
• Use and oversight of a ticketing management system required, Zendesk preferred
• Strong customer service skills, including organizational capabilities, with an eye for detail
• Ability to work under pressure, with excellent analytical and troubleshooting skills
• Excellent leadership and people management skills.
• Excellent written and verbal communication skills
• Excellent organization and structured skills
• Familiarity with CSS, JavaScript and HTML
• Working with APIs and Python would be a plus
• Experience with defining and implementing SOPs and SLAs

Work Environment
• This position is an in-office position with direct reports across the country. It is optimally based in Philadelphia, Denver, Chicago, or New York
• This position requires periodic travel for management meetings and technical implementations (approximately 30% or less)

Vaccination Requirements

To help promote and ensure the safety of all of our employees and the communities we serve, we require all incoming employees to be fully vaccinated against the coronavirus. If hired, you will be required to provide proof of vaccination, which will be kept confidential. If you are not vaccinated, or partially vaccinated currently, but willing to become fully vaccinated, we invite you to still apply.

Audacy is committed to providing a safe and inclusive work environment for all and we recognize that some individuals may have a sincerely held religious belief as it pertains to the practice of immunization or a medical disability which may prevent them from becoming vaccinated. Individuals who cannot be fully vaccinated due to a sincere religious belief or medical disability may request an accommodation. We request that you refrain from discussing religious beliefs or medical conditions during the interview process. If you believe you need an accommodation, you will have an opportunity to submit your request during the interview process. All requests for accommodation will remain confidential and reviewed by selected individuals within the HR department. We cannot guarantee that all requests for accommodation will be granted. Please refer to our EEO policy and statement below.

Responsibilities:

What You'll Do:

Management
- Managing and supporting a team of help desk technicians/analysts, asset supply, and deployment and vendor management
- Mentoring your team, providing training, and conducting performance evaluations.
- Monitoring team performance and developing feedback reports for management
- Direct the development of policies, procedures, SOPs and SLAs

Client Support
- Communicating with clients and providing in-person and phone support, if required
- Oversee implementation of the national ticketing system for both national and local ticket input, escalation, and resolution
- Collaborate with internal partners to implement new technologies to improve operational efficiency

Technical Improvements
- Optimize a national ticketing system and build workflows for local needs
- Making recommendations to improve operational efficiency, including use of the ticketing system, workflows, and process capabilities
- Participate in new technology assessment, selection and training; build plans to introduce new solutions to users across the enterprise
- Enhancement of internal support Wiki

Jobcode: Reference SBJ-rb147y-18-119-107-161-42 in your application.