Manager, Support
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Job Description
Technology Support Manager leading remote support teams in a global media company. Focus on 1st and 2nd Line Support in various environments including Mac and Windows.
Responsibilities:
- leading and providing 1st and 2nd Line Support remotely via Phone Chat and through Condé Nasts’s Global Support Portal
- Act as a play/coach both leading the team and handling support issues
- Lead a team of ~6 support engineers spanning EMEA and U.S. hours
- Handle performance scheduling and workload
- Triage and log all incoming support calls into ServiceNow providing first-call resolution
- Management of ServiceNow Support queue
- Provide first and second level troubleshooting and issue resolution
- Escalate issues as required
- Champion IT Security protecting the company’s IP through application of policies and procedures
Requirements:
- solid experience leading support teams
- troubleshooting relevant applications
- ad-hoc mobile device support
- Knowledge of building Mac and Windows systems
- strong network troubleshooting capability
- Excellent troubleshooting communication skills
Benefits:
- Health insurance
- Retirement plans
- Paid time off
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