Desktop Support, Manager

5 months ago

Glasgow, United Kingdom News Corp Full time

Job Description

:

Deskside Support Regional Manager

The Regional Manager will play a critical role in organizing and integrating the NewsTech shared technology services model across several News Corp business units including, NewsUK, Dow Jones, HarperCollins, OPIS, Sun, and Storyful.

The individual in this position will be responsible for developing and managing a best in class IT Support function - ensuring that a premium level of technical support and customer service is provided across the organization. This individual will also be responsible for measuring and reporting against predefined Service level agreements (SLAs) and Key Performance Indicators (KPIs).

This role requires a technology enthusiast with strong relationship-building skills who can effectively organize a team of experts to meet company needs and make decisions that support NewsTech’s mission. The position will be based out of three possible locations: Glasgow, Spain, and Barcelona. Travel to all of the regional offices is required.

Responsibilities

Lead and motivate Support Technicians to ensure that the overall output and quality of service meets business requirements and aligns with pre-defined SLAs

Manage and coordinate urgent and complicated support issues

Lead optimization efforts, service integration and service improvement across business units

Act as the escalation point for all Business critical requests and incidents

Train, coach and mentor Support Technicians including career development

Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed

Drive optimization efforts by identifying the right problems to solve and actively developing strategies for improvement

Continually analyze support calls to ensure quality of service

Oversee the executive support function and strategy

Develop and maintain procedural documentation to be leveraged by Service Desk and Support Teams

Manage the regional Opex and Capex expenditure

Oversee all process improvements, audit preparation and documentation practices

Build and maintain a solid working relationship with key stakeholders

Vendor relationship management

Manage the Hardware Supply Chain and asset management

Qualifications

4 year Bachelor's degree in a business or technical major, or related field or equivalent experience

8+ years experience working as a technical leader within a large matrixed organization - media focus preferred

Strategic and analytical thinking, strong capability of project management and problem-solving skills, sound judgment and a willingness to resolve issues and problems in a timely manner

Excellent communications skills including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholders

Customer-oriented and driven

Quantitative analysis skills, including Excel

Self-starter and ability to operate in an unstructured environment

An ability to work to tight deadlines and within constraints

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