The Desktop Support Manager is responsible for managing daily operations of the Desktop Support team, representing the team to other stakeholders, and helping to ensure that the team support while encouraging growth and development.
Oversee all requests, incidents and problems. Manages and coordinates urgent and complicated support issues. Act as escalation point for all requests and incidents. Develop and mature ticket escalation processes to ensure free flowing escalation and information within the organization. Determine root cause of issues and communicate appropriately to internal and external customers.
Supervise a team of Irvine-based desktop support engineers responsible for both user assistance and the upkeep of essential equipment crucial for service delivery. In this capacity, you will guide and orchestrate the various functions performed by the desktop team, ensuring seamless support services and proactive responsiveness to the company's support requirements.
Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed. Will oversee metrics and KPI reviews to develop strategies for improvement.
Review and Assess Service and Business Level Agreements to set expectations and measure performance. Develops an effective and workable framework for managing and improving customer IT support in the organization.
We seek a candidate that is a highly organized individual passionate about delivering flawless experiences for our users and can lead and motive the team. Excellent communication skills, collaboration skills, and strong ability to adapt to shifting priorities are critical.
Performs staff scheduling to ensure there is desktop support coverage during normal business hours and on-call support as required
Provides staff support for administrative tasks and projects that require desktop involvement such as internal team moves, cutovers and a variety of onboarding tasks
Manages back-office operations related to but not limited to hardware request submissions, tracking, imaging, and refreshing hardware
Ensures that daily, weekly, and monthly metric, and status reports are completed and continually modified to meet the needs of the department
Ensure systems policies, processes and procedures, are documented and in place for desktop support teams to reference
Escalation point for the desktop support engineering team
Grow team skills through the creation of development plans and providing growth opportunities. Focuses on talent management by communicating job expectations; planning, monitoring, and appraising job results; coaching and counseling employees.
Develop strategies to simplify our service offerings, make them more cost effective, and increase the ease of services provided to our customers.
Encourages diversity and supports an inclusive work environment.
Manage incident and root cause analysis processes.
Ensure team’s request and incidents resolution times are within our SLA.
Responsible for ensuring users are provided efficient and timely first and second level desktop services
Excellent customer service skills
Excellent written and verbal communication skills, including the ability to communicate and present complex issues and analyses in an effective manner
Excellent organization and time-management skills
Review customer satisfaction feedback to implement improvement plans
IT Project Management
Decision maker with authority to advise on all technical matters
Responsible and accountable for scope, budget, milestones and reaching the deadlines of assignment projects / initiatives
Manages large scale projects specific to Desktop Services
10+ years IT experience with a minimum of 5 years managing a team
Deep understanding and working experience of ITIL framework and its practical application
Candidates must possess excellent communication and leadership skills
Experience managing a large and complex Desktop Support team and apply best practices and industry standards.
The ability to multitask and prioritize tasks, handle, and complete multiple projects effectively in a fast-paced environment
Ability to learn quickly and lead the team through change in a dynamic environment
Experience with a ticketing system and managing a ticket queue
Extensive PC hardware experience (ability to build, diagnose, and repair computers; strong troubleshooting skills)
Advanced knowledge of installing, maintaining, and troubleshooting current versions of Windows and OSX
Awareness of commonly used Microsoft products and services
Experience with managing a Global Support Team in a large corporate environment
Experience with ServiceNow
Experience in supporting environments of minimum 3,000 – 5,000 end users
Microsoft System Center Configuration Manager certification
Working Knowledge of application packaging
Strong sense of urgency and business orientation and works well under pressure
This role is anticipated to be a hybrid work position, with some work on-site and some work-from-home. The potential home studio for this role is Irvine, California.
We love hearing from anyone who is enthusiastic about changing the games industry. Not sure you meet all qualifications? Let us decide! Research shows that women and members of other under-represented groups tend to not apply to jobs when they think they may not meet every qualification, when, in fact, they often do! We are committed to creating a diverse and inclusive environment and strongly encourage you to apply.
Accommodation Request: We are committed to working with and providing reasonable assistance to individuals with physical and mental disabilities. If you are a disabled individual requiring an accommodation to apply for an open position, please email your request to [email protected]. General employment questions cannot be accepted or processed here. Thank you for your interest.
At Blizzard Entertainment, we pour our hearts and souls into everything we create. Best known for iconic video game universes including Warcraft, Overwatch, Diablo, and StarCraft, we’ve been creating genre-defining games for millions of players around the world for more than 30 years. We’re on a quest: bring our dreams to life and craft the most epic entertainment experiences…ever. Hard work, iteration and polish go into the Blizzard “secret recipe,” but the most important ingredients come from talented people who share our vision. If that sounds like you, join us.
The videogame industry and therefore our business is fast-paced and will continue to evolve. As such, the duties and responsibilities of this role may be changed as directed by the Company at any time to promote and support our business and relationships with industry partners.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity, age, marital status, veteran status, or disability status, among other characteristics.
We provide a suite of benefits that promote physical, emotional and financial well-being for ‘Every World’ - we’ve got our employees covered! Subject to eligibility requirements, the Company offers comprehensive benefits including:
Medical, dental, vision, health savings account or health reimbursement account, healthcare spending accounts, dependent care spending accounts, life and AD&D insurance, disability insurance;
401(k) with Company match, tuition reimbursement, charitable donation matching;
Paid holidays and vacation, paid sick time, floating holidays, compassion and bereavement leaves, parental leave;
Mental health & wellbeing programs, fitness programs, free and discounted games, and a variety of other voluntary benefit programs like supplemental life & disability, legal service, ID protection, rental insurance, and others;
If the Company requires that you move geographic locations for the job, then you may also be eligible for relocation assistance.
Eligibility to participate in these benefits may vary for part time and temporary full-time employees and interns with the Company. You can learn more by visiting https://www.benefitsforeveryworld.com/.
In the U.S., the standard base pay range for this role is $87,480.00 - $161,910.00 Annual. These values reflect the expected base pay range of new hires across all U.S. locations. Ultimately, your specific range and offer will be based on several factors, including relevant experience, performance, and work location. Your Talent Professional can share this role’s range details for your local geography during the hiring process. In addition to a competitive base pay, employees in this role may be eligible for incentive compensation. Incentive compensation is not guaranteed.