Manager - Onsite Technical Support
MMC

New York, New York

This job has expired.


The successful candidate will act as a senior technical lead and team manager within the Onsite Support team, providing 2nd and 3rd level support to both end users and technology colleagues across multiple lines of business. You will also get access to colleague resource groups across the globe that provides mentorship and development opportunities to help you build a sense of connection and community throughout your career. This role is 100% onsite and primarily based out of our headquarters office in Midtown NY.

We will count on you to:

  • Conducts regular team meetings and ensures that information is shared appropriately within the team.
  • Acts as a senior technical liaison between Onsite Support and other technology teams including other MGTI groups and Business IT functions.
  • Works with HR managers and senior staff to document and remediate performance issues with staff and takes appropriate follow-up actions.
  • Provides coaching and mentoring to subordinates.
  • Lead an onsite support team of analysts and specialists and share best practices with other teams in the Americas.
  • Performs staff performance and salary reviews.
  • Provides input improving processes and maintaining standards.
  • Supports team's abilities and functions through positive customer relations.
  • Provides technical training to onsite support colleagues when assisting with onboarding of systems and applications into the team.
  • Contributes to the improvement and enhancement of processes and procedures.
  • Gains additional knowledge and stays abreast of current technologies through employee and company sponsored training, periodicals, and regular interaction with other team members.
  • Performs 2nd/3rd level troubleshooting and resolution of desktop technology problems.
  • Determines appropriate hardware and software based on corporate policy and end user requirements.
  • Responds to escalated incidents within SLA or within a timely manner with appropriate level of urgency, and follows up with customers on all issues.
  • Provides support for Senior Analyst - Onsite Technical Support and Specialist - Onsite Technical Support colleagues with in-depth technical problems.
  • Performs as an SME for desktop technology infrastructure within the MMC environment.
  • Uses corporate incident management system to record and track all support work.
  • Maintains accurate hardware and software records for corporate assets.
  • Performs time tracking tasks as required.

What is in it for you?
  • A company with a strong Brand and strong results to match.
  • Culture of internal mobility, collaboration and valued partnership throughout business.
  • Employee Resource Groups that provide access to leaders, relevant volunteer and mentoring opportunities and interactions with counterparts in industry groups and client organizations.
  • Social Impact volunteering opportunities available for all colleagues through a network of colleague and business partnerships.
  • A competitive compensation package, including excellent employee benefits.

What you need to have:
  • Bachelor's Degree in a technology related discipline.
  • Minimum 5 years of related work experience, in a technical 2nd or 3rd level support role.
  • Prior team management experience (having managed teams minimally of 5 reports) required.
  • Microsoft or other certifications desired (i.e. MSCDT, MCP, MCSE).
  • Very strong knowledge of company desktop operating systems and software.
  • Knowledge of application packaging processes.
  • Knowledge of scripting for Microsoft based systems, including active directory and MS Desktop products.
  • Knowledge of standard computer hardware.
  • Knowledge of videoconferencing solutions.

What makes you stand out:
  • Superior analytical and problem solving skills.
  • Ability to work within a team environment.
  • Ability to independently plan, organize and prioritize one's own and team activities.
  • Ability to express ideas clearly in both written and oral communications.
  • Ability to coach and develop subordinates to encourage high performance


This job has expired.

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