Mediabrands - Manager, IT Operations (20153668)
Los Angeles, CA

Job Description

Position Summary

Our Manager will be responsible for managing Associates and Senior Associates in addition to providing daily operational technology support, maintaining inventories, documenting licensing, and other technical related activities for multiple agencies. This position requires excellent management and communication skills, verbal and written, with a focus on customer service and problem solving.

The ideal candidate is energetic, creative, and willing to make decisions that guarantee successful delivery of support. This position requires someone that is not easily flustered and remains flexible enough to adapt to new approaches quickly while dealing with a high volume of priorities and requests.

Essential Functions

* Develop and maintain relationships with key stake holders across multiple local agencies
* Evangelize new technologies across multiple agencies
* Dedication to excellent customer support in the face of challenging requirements
* Ensure customer service is timely and accurate on a daily basis.
* Translate business needs into technical requirements
* Manage IT staff by recruiting, training, mentoring, coaching, communicating job expectations and appraising their performance
* Able to properly and fairly delegate tasks to team members.
* Handle escalations, enforce KPI's and keep tickets moving through the queue
* Establish best practices for the entire IT support process
* Develop daily, weekly and monthly reports on team's productivity.
* Responsible for ensuring compliance with SOX and other controls.
* Virtual and physical asset management and inventory

Communication:

* Directing the activities of IT technicians, both to directly support end users and to assist with IT department upgrades and directives.
* Work closely with other teams, including our Finance, Office Services, and HR Teams.
* Strong interpersonal skills with heavy focus on customer service
* Requires sound written, oral and organizational skills
* Document solutions, systems and procedures

Qualifications

Education:

* Bachelor's Degree at a minimum, Masters preferred, from an accredited University, preferably in Computer Science, Information Systems or equivalent program or IT experience required
* ITIL Foundations Certified preferred

Work Experience:

* Proven work experience as a service desk manager
* Minimum 10+ years of relevant IT experience in Help Desk / IT Support - Minimum of 4+ years in supervisory or management role overseeing a Help Desk / IT support team
* Skype for Business, Windows/Mac/OSX operating systems experience a must, MS Office, Outlook, familiar with help desk tools such as Ivanti/LANDesk, and Remedy.

Skills:

* Ability to resolve complex support issues, through research, testing and problem solving skills
* Requires excellent problem-solving skills, especially when it comes to directly addressing user issues with software and hardware
* Self-motivated with the ability to work with minimal direction
* Able to manage a budget as well as understand forecasting processes

About Us

IPG Mediabrands was founded by Interpublic Group (NYSE: IPG) in 2007 to manage all of its global media related assets. Today, we manage over $37 billion in marketing investment on behalf of our clients, employing over 8,500 marketing communication specialists in more than 130 countries.

IPG Mediabrands is a new world agency group designed with dynamic marketing at its core. Our speed, agility and data smarts ensure we continue to create growth for many of the world's biggest brands. IPG Mediabrands' network of agencies includes UM, Initiative, BPN and Orion Holdings as well specialty business units including Magna Global, Cadreon, Ansible, Society, Reprise, Rapport and the IPG Media Lab.