Manager, Client Services & Support (IT)
New York, NY

Job Description

Manager, Client Services & Support (IT)

REF#: 34280

CBS BUSINESS UNIT: CBS Corporate

JOB TYPE: Full-Time Staff

JOB SCHEDULE: Full-Time

JOB LOCATION: New York, NY

ABOUT US:

CBS Corporation (NYSE: CBS.A and CBS) is a mass media company that creates and distributes industry-leading content across a variety of platforms to audiences around the world. The Company has businesses with origins that date back to the dawn of the broadcasting age as well as new ventures that operate on the leading edge of media. CBS owns the most-watched television network in the U.S. and one of the world's largest libraries of entertainment content, making its brand - "the Eye" - one of the most recognized in business. The Company's operations span virtually every field of media and entertainment, including cable, publishing, local TV, film and interactive. CBS' businesses include CBS Television Network, The CW (a joint venture between CBS Corporation and Warner Bros. Entertainment), Network 10 Australia, CBS Television Studios, CBS Global Distribution Group, CBS Consumer Products, CBS Home Entertainment, CBS Interactive, CBS Sports Network, CBS Films, Showtime Networks, Pop, Smithsonian Networks, Simon & Schuster, CBS Television Stations and CBS Experiences.

DESCRIPTION:

The Manager will be responsible for the day to day supervision and management of Client Services and Support technicians. This includes daily supervision, monitoring of workload, problem solving and technical guidance. The Manager is also responsible for identifying root cause of support issues, analyzing data, and forming solutions to maximize efficiencies, minimize costs and maintain customer satisfaction.

ESSENTIAL RESPONSIBILITIES

Responsible for team of resources:

* Determines workload, delegate assignments, works with Director, Client Services to promote career development, and evaluate performance, skill growth, competency growth, and assists with performance goals.


* Works with Sr. Director, Client Services and Support to manage off hour support and projects (i.e. moves, projects, emergencies, etc.).


* Manages the call volume for the Client Services and Support team to ensure that the trouble tickets are being resolved on a timely basis.


* Provides technical guidance for the Client Services team.


* Manage all installs and configurations of printers and desktop deployment.


* Manage hardware inventory for location and provide monthly reports.


* Monitors and maintains problem status/resolution information in ServiceNow


* Manage employee Timesheets and time management/projects in Clarity.


* Liaison with international based offices providing support and direction.


* Managing vendor relationships



QUALIFICATIONS:

* Required:


* Minimum five (5) years/IS&T Desktop and PC Support experience working in large corporate environment


* Minimum two (2) years/IS&T Management or Supervisory experience working in large corporate environment


* Experience with current technology includes:


* o Windows 10, Apple OSX desktop platforms


* o MS Office Suite - Office 365 and previous (Word, Excel, PowerPoint, Outlook) for both MAC and PC


* o Big Fix


* o Active Directory Management


* o Service Now or Ticketing Software


* o Basic Networking (TCIP, LAN/WAN, Network Topology as it relates to desktop support)


* o Mobile Devices Operating systems to include Apple iOS, Microsoft Windows Phone, Android and Blackberry


* Demonstrates ability to reasonably estimate technical work effort for each team member as it relates to projects and work volume.


* Excellent communication; leadership skills


* Outstanding interpersonal skills with demonstrated ability to communicate effectively and influence at all levels of the organization.


* Undergraduate degree in a computer science related field or equivalent work experience.



Preferred:

EEO STATEMENT:

Equal Opportunity Employer Minorities/Women/Veterans/Disabled