Manager, IT Support Skyworks Solutions, Inc.
Irvine, CA

Job Description

If you are looking for a challenging and exciting career in the world of technology, then look no further. Skyworks is an innovator of high performance analog semiconductors whose solutions are powering the wireless networking revolution. At Skyworks, you will find a fast-paced environment with a strong focus on global collaboration, minimal layers of management and the freedom to make meaningful contributions in a setting that encourages creativity and out-of-the-box thinking. Our work culture values diversity, social responsibility, open communication, mutual trust and respect. We are excited about the opportunity to work with you and glad you want to be part of a team of talented individuals who together can change the way the world communicates.

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Our Manager, IT Support will take a leadership role within the Client Services organization. This individual will work to increase the effectiveness of the global Client Services organization by working with the Service Desk and End User Computing team to identify opportunities for improving the customer experience and implementing change to take advantage of those opportunities. Our Manager, IT Support will be responsible for providing unparalleled customer service with a focus on timely and comprehensive resolutions to the technical needs of our customers. This management position will focus on leverage people, process and technology to achieve its service level agreements and to maximize the utilization of our global Client Services resources.

Detailed Description:

Our Manager, IT Support will be responsible for providing technical support for all IT Service Desk and End User Computing administrative related matters including the management of our crisis management protocols, ITIL and ITSM best practices and managing day to day workload activities and resources at our West Coast facilities. This individual will be the region's highest point of escalation for any customer support and IT related request.

This management position requires an ability to manage and motivate Client Services resources locally, remotely and communicate effectively to a global end-user audience, implementation and management of ITIL and ITSM processes and a forward-thinking vision to leverage technology to enhance the customer experience. Proven leadership, communication and presentation skills are essential to perform well in this position. The candidate will be expected to deliver high impact results immediately in an extremely fast-paced environment to support the development of a world-class IT organization.

Responsibilities will include, but not be limited to:

* Manage, mentor and motivate Client Services technicians onsite and remotely covering eight (8) sites domestically
* Develop, implement and manage Client Services service level agreements, establish KPIs and overall team performance
* Responsible for communicating strategic direction, organizational objectives and talent development
* Organization talent creation by establishing a learning environment to engage and retain direct reports
* Manage and implement best practices for ITIL and ITSM throughout the Client Services organization
* Managing the Change Advisory Board organization including tracking Client Services, Infrastructure and Cyber Security global planned changes as well as reviewing the business impact of all changes and determining the business risk
* Managing the Knowledge Center of Excellence including reviewing, editing and approving internal (IT) and external (user) facing Knowledge Articles before they are published as well as ensuring continued relevancy
* Develop a succession and career development plan for the Client Service team
* Experience with fostering a culture of IT innovative thinking, progression and transformation advancement
* Provide effective communication support across multiple levels of the organization
* Global Service Center Management
* Workload capacity and resource leveling
* Weekly performance metrics, Service level compliance and KPIs
* Implement and documents corrective solutions into the IT knowledge article repository
* Write knowledge articles, business correspondence message and procedure manuals
* Manage the crisis management action plan for multiple sites
* Advanced troubleshooting and resolution of PC, Network and Infrastructure systems
* Network level diagnosis of WAN and LAN connectivity, routers, firewalls and network hardware
* Perform remote diagnostic PC support and resolution of complex desktop and infrastructure problems
* Provide direct oversight support of all systems, storage, network, mobility in support of business continuity
* Provide timely resolution of problems or escalate on behalf of the customer to appropriate personnel
* Coordinate, diagnose and troubleshoot service request from multiple sites
* Collaborate with infrastructure team members to ensure the efficient operation of a system environment

Requirements:

* Bachelor's Degree in Computer Engineering, Computer Science, Information Technology or related field
* ITIL certification and other support certifications are preferred
* Proficiency in BMC FootPrints software
* Must have 8 years of applicable IT experience
* Must have 5+ years of IT Service Desk management experience in a large-scale environment
* Must have 2+ years of demonstrated experience managing direct reports
* Must have 5+ years of demonstrated experience supporting indirect reports
* Solid technical background with the ability to provide clear and concise direction to the team
* Demonstrates strong customer service focus, analytical, problem solving and teamwork abilities
* Experienced in managing Service Desk help ticket life-cycle stages and Knowledge Article Center
* Hands-on experience with IT support desk tools and remote-control software
* Metric driven with strong analytical and cross-group collaboration skills to bring the organization to consensus on decisions on both short and long-term Service Desk strategic goals
* Excellent oral and written communications skills
* Excellent presentation and public speaking skills
* Ability to multitask and manage multiple tasks simultaneously
* Ability to use a wide degree of creativity and latitude to think differently, challenge conventional wisdom, and drive new best practices
* Proficiency in the use of the Microsoft Office suite of applications
* Expertise in Microsoft scripting, data domain and advance Microsoft troubleshooting concepts
* Expertise in Windows SCCM software deployment, PC account setups and provision of new PC equipment
* Expertise in Microsoft Office 365 and Microsoft enterprise mobility suite
* Expertise in Microsoft Active Directory, Group Policy Configuration and Microsoft System Center
* Expertise in Client Services cloud technology solutions
* Ability to work effectively and motivate international teams while using strong business acumen
* Ability to interact effectively with all levels of Management
* Independent follow-through ability and keen attention to details
* Ability to interact effectively at all levels with sensitivity to cultural diversity
* Requires the ability to respond to IT problems that occur outside of business hours including evenings and weekends

Skyworks is proud to be an equal opportunity employer supporting diversity in the workplace.

Nearest Major Market: Irvine California

Nearest Secondary Market: Los Angeles

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