Senior Technology Manager-Data
2 weeks ago
Territory Technology, Senior Manager | Technology | London – United Kingdom
At WeWork, we provide inspiring and flexible workplace solutions to help businesses – small, medium or large – thrive in more than 150 cities globally. We are looking for a Territory Technology Senior Manager – UK, Ireland & Emerging Marketsto own the service delivery & support of WeWork IT & AV infrastructure. Manage the service delivery and Tier 3 support of Technology Infrastructure (including IT, AV, Telephony & Print) and WeWork-provided services to our members. Be the single point of contact regarding all WeWork Technology escalations for the General Manager and Territory team. Manage a team of support leads and our technology vendors to ensure best-in-class support and service, including ensuring compliance of KPI’s, SLAs and other performance measures. Accountable for the Technology related Opex Costs and Revenue (from sold Technical Services), Member Technology-related NPS, and the management and administration of technical services and assets/service acceptance for each building in the Territory
Responsible for managing all Technology break-fix activities and ensuring resolution in agreed SLAs. Seek to exceed Member expectations in the delivery of the core technology components of our Memberships.
Work with vendors to conduct Planned Preventative Maintenance Activities to proactively identify and resolve Technology issues
Manage and engage third party vendors for operational projects and approved installs/removals
Coordinate and partner with our Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of LAN & Wireless Network issues
Educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams to ensure they can provide level one technical support to the Members
Coordinate and partner with leadership on continuous improvement – Use existing, emerging, and innovative technologies to enhance the Member Experience and improve/streamline technology services processes
Proactively ensure that issues with in-building technology are anticipated and resolved before they happen. These can be mitigated by identifying trends in ticket data, member experience surveys, and identifying chronic or recurring IT issues. Ability to be on-site and travel between multiple sites within your territory as needed; this is not a remote/WFH position. Occasional overnight travel between markets may be required
A Bachelor’s degree in a relevant technical field or an associate degree and 6+ years of technical experience preferred (support, field work, CCNA, etc.) with a demonstrable understanding of Networking
Advanced knowledge of the operation of Microsoft and Apple based business applications and operating systems
Familiarity with networking principles, architecture and basic support, i.e. Cable testing, ping tests, traceroutes, and operating system specific network configuration
IT Management certifications (a plus): ITIL, ITSM
Technical certifications (a plus): CompTIA A+, Network+, CCNA, CCNP, Microsoft/Mac certifications or equivalent
Here you will be welcomed by a diverse community that embraces and inspires you—because together we can achieve more. Whether you are part of our Employee Community Groups , or part of a global project, we ask you to bring your open-minded attitude and collaborative spirit. We do not discriminate based upon gender, sexual orientation, marital or civil status, pregnancy (or pregnancy-related conditions), gender identity or expression, transgender status or gender reassignment, race, color, national origin or ancestry, citizenship, religion or religious beliefs, age, physical or mental disability, genetic information (including genetic testing and characteristics), military or veteran status, or any other grounds or characteristic that is protected under the law.
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