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UTD Manager
Ref No.: 18-05220
Location: New York, New York
Position Type:Contract
Start Date / End Date: 04/12/2018 to 07/12/2018
Role: UTD Manager
Location: New York, NY 10013
Duration: 3 Months
 
Primary Responsibilities:
 
  • UTD team manages all workstation, laptop, and user IMAC (Install/Move/Add/Changes) along with Audio Visual support across New York offices. The team is instrumental in delivering hardware needs and troubleshooting issues to the TS community while also providing on the ground support for projects and initiatives. As a manager, you’ll be challenged to:
  • Single-Point-of-Contact: UTD Supervisor will be a liaison between Maintech and the Dedicated On-Site Desktop Support Technicians (UTD team members).
  • Assist with coordinating new hire interviews and hiring quality Desktop Support Technicians (UTD team members)
  • Provide proper training, set clear expectations to team members (with the assistance of Two Sigma), provide the tools for Desktop Support Techs to effectively execute daily job responsibilities.
  • Manage and direct team members through mentorship of new Desktop Support Technicians (UTD team members)
  • Ensuring the team is documenting all processes in a clear, legible format to be picked up by any team member in the Two Sigma wiki.
  • Clear understanding and management of inventory workflows from ordering, receiving large quantities of inventory, importing into our systems, and managing assets across their lifecycle.
  • Full understanding of what tasks are assigned to team members and available utilization.
  • Develop close working relationships with the Desktop Support Team Technicians (UTD members) to ensure full understanding of detailed tasks, approach for all IMAC activity, as well as monitor individual performance
  • Implement approved Two Sigma process, procedures and post mortems when required.
  • Review and offer recommendations (whenever possible) on improving existing processes for more efficiency and productivity
  • Maintain routine communications to ensure team task and objectives are being met. This includes communicating and escalating where timelines are trending towards delay, providing reports to TS Management on completed and upcoming projects and tasks, and addressing any and all ad-hoc issues.
  • Manage team schedules and adjust shifts where necessary to provide coverage for after hours events and identify in advance where Overtime may be necessary.
  • Participate in weekly Maintech Operations meetings to ensure deliverables are being met and projects are tracking as scheduled. Participant in same Two Sigma meetings as required
  • Direct team to abide by clearly defined metrics and goals to ensure efficient customer service.
  • Understanding of incident management and problem management using ITIL frameworks for the teams support processes.
  • Build onboarding methodologies for additional support responsibilities.
  • Broad knowledge in supporting Audio Visual services and managing support team members.
  • Requirements include:
  • Experience managing a technology support organization with a diverse leadership background of managing teams.
  • Broad understanding of all aspects of systems engineering including Active Directory, Windows, and Windows imaging.
  • Thorough knowledge and understanding of asset management.
  • Excellent leadership skills and the ability to run, build, develop, and motivate team members.
  • Keen understanding of customer service and relationship management, and ease in communicating all technical and business functions.
  • Ability to effectively collaborate with senior technology managers across the firm.
  • Experience in using ticketing systems and tracking team workload.
  • Competent decision-making skills and analytics abilities to show the basis for the decisions and utilization of teams.
  • Project management skills to develop a plan of execution with the necessary resources and teams.
 
 
Qualifications:
 
  • BA or BS degree
  • 5 years of experience in Customer support and Information Technology related field
  • 3-5 years of management and leadership experience
  • ITIL certification a plus
 
Satya | Sr. Recruitment Lead
Sunrise Systems, Inc.
105 Fieldcrest Ave Suite# 504, Edison, NJ 08837 USA
Office: (732) 603-2200. Direct: (732) 272 0262. Fax: (732) 692 8944.
Email: satya@sunrisesys.com | URL: www.sunrisesys.com