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Manager, Desktop Services

3 months ago

Duarte, United States City of Hope Full time

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope’s growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today. 

As a successful candidate, you will: 

Manages and is responsible for the delivery of all City of Hope’s AV Services and provides on-site supervision of AV Technical Support Services Teams, AV Vendor and contractor activities to ensure COH Staff and events are successful in their use of AV technology across all campuses, community sites and online.

Collaborates with the Stakeholders and the Sr. Manager of End User Technology and Support Operations to plan, schedule, and support high profile events; provide consultations to faculty regarding their use of AV in conference rooms, and other AV equipped spaces.

Monitors and triages AV support tickets; ensures AV technicians perform daily checks of AV systems including documenting and coordinating the resolution of equipment failures internally or through vendor partners.

Position may have variable start times, including after-hours, and holiday schedules to cover evening, weekend, or specialty COH Sponsored events such as the Town Hall, City Forums, Executive Team, and Office of the Board meetings.

This role works independently and proactively in a fast paced, high pressure, and high-profile environment, but must be team oriented, organized, results driven, collaborative, professional, flexible, and have excellent customer skills.

Works on high profile Executive and special event audio visual productions, reporting to the Sr. Manager of End User Technology and Support Operations, manages the work of contractors, COH AV Staff and Vendors that support events on all campuses, and provides timely feedback to internal managers regarding staff performance.

Contributes to Knowledge Management system by creating knowledge articles.

Serves as primary AV technical services contact for the Office of the Board, engaging with key City of Hope Stakeholders regarding board meeting coordination, setup and support requirements, and liaises with internal / external stakeholders and vendors providing AV consultation and expertise as required for new Campus, Site, or Room buildout projects and AV system refreshes across the Enterprise.

Schedules and provides technical planning for AV events.

Assesses, supports, and provides prompt white glove support for VIP AV requests and escalations.

Requirements:

  • Experience in supporting and troubleshooting Windows and MAC desktops, laptops, tablets, mobile devices. and application support (PC/Mac) for Endpoints connected to supported AV equipment.
  • Provides on-site management and supervision of AV Technicians and contractors’ activities ensuring events are successful in their use of AV technology across all campuses, community sites and online.
  • Consults directly with Key Stakeholders and staff to plan for the technical implementation of events and related support. Makes recommendations on best use of technology.
  • Daily supervision of AV Technical Staff to achieve high performance and effective operational delivery.
  • Arranges backup support for events that require dedicated AV technicians.
  • Provides escalation support on complex issues for assigned AV technicians.
  • Manage day-to-day coordination and delivery of all Audio-Visual services, for internal and external events to the highest standards, which may include running client presentations and managing / formatting AV Content for events.
  • Maintains AV systems and ensures the Team responds to maintenance calls, faults, and AV equipment inquiries in an effective and timely manner.
  • Consults with Key Stakeholders Staff to ensure we are meeting their AV requirements and manage any complaints regarding our AV support and services ensuring positive resolutions.
  • Coordinating the resolution of equipment failures internally or through vendor partners
  • Manages the triaging of support tickets daily using workflow management system (ServiceNow)
  • Oversees key software systems (monitoring and scheduling software, video recording and conferencing tools)
  • Manages AV support and services Team in maintaining, testing, and servicing of all AV equipment (including maintaining licensing, software upgrades, physical inventories, and service records.) Ensure that daily, weekly, monthly and ad-hoc AV System testing and validation is conducted across all supported areas.
  • Experience with desktop imaging software, operating system configuration and hardware repair
  • Knowledge and experience supporting Windows platforms, such as Windows XP/ Windows 7/ Windows 10/ Windows 11
  • Experience with common Microsoft Office applications including the Outlook Client, Outlook Web Access (OWA), and Teams.
  • Experience planning, scheduling and assigning Technicians to events and managing AV Events Service Delivery.
  • Experience using desktop remote management tools, such as Beyond Trust
  • Experience with software deployment tools, such as MECM
  • Experience with Common Networking and Internet Services, such as DHCP, DNS and Domain Registration
  • Experience with desktop virtualization technologies

Managerial Skills:

  • Possess strong leadership skills and a proven track record for managing large and complex initiatives and delivering positive results.
  • Proven ability to build and contribute to teams that are exceptionally customer-oriented, deliver business value and are well respected within the organization.
  • Provide strong thought leadership with the ability to create a vision and link the IT strategy with the company’s business strategy.
  • Ability to maintain detailed project plans that include milestones, tasks, and target/actual dates of completion.
  • Ability to translate and organize goals/objectives into actionable plans, projects and committed time frames, and then manage the effort, communicate status and mitigate risks and issues.
  • Knowledge of project and system development methodologies (e.g. Waterfall, Agile) and the demonstrated ability to apply and adopt methodologies to align with project needs and drivers.
  • Demonstrated ability to perform effective risk planning and mitigation.
  • Ability to create technical and business documentation including white papers, knowledgebase articles, system diagrams, workflow diagrams, and presentations.
  • Ability to accurately scope, define and estimate work effort and resource plans for assigned projects.
  • Experience with workflow analysis and process redesign to improve efficiency and performance.
  • Demonstrated experience managing (scope, forecast, and monitor) budgets.
  • Demonstrated ability to develop metrics and reporting frameworks to measure efficiency and effectiveness, facilitate appropriate resource allocation, and increase the maturity of programs.

Technical Skills:

  • Ability to adapt to changing working conditions and work assignments, to be open, and motivated to learn and adapt new ideas and concepts, and to work independently or as part of the team to work on multiple tasks.
  • Ability to multi-task and provide deliverables within fixed timelines and under pressure, as well as the ability to work well in a demanding, dynamic environment and meet overall objectives.
  • Capable of clear and sound reasoning, with a demonstrated ability to use good senses, and sound judgement in practical matters.
  • Understanding of systems analysis, systems architecture, and systems engineering principals such as TOGAF, and ITIL
  • The Open Group Architectural Framework, Zachman/Taxonomy, Federal Enterprise architecture, or Gartner Methodology.
  • Working knowledge of the principals of Systems/Software Development Life Cycle (SDLC).
  • Experience with IT Service Management ticketing systems, such as Service NOW
  • Experience with VoIP & Digital Phone Systems
  • Familiarity with Mac and Linux operating systems
  • A+ certified to perform repairs on hardware and mobile device
  • Demonstrated experience with fundamentals, principals, and processes related to change control for information systems.
  • Knowledge of testing fundamentals, the creation of test plans, and processes to ensure the identification, tracking, and remediation of bugs, errors, and defects.
  • Experience supporting software and hardware for business use, analyzing problems and assisting customers with issue resolution, and exercising best practices to monitor and conduct preventive and routine maintenance on business systems.
  • Understanding of IT infrastructure components including desktop/server-class hardware, software, network and telephony.
  • Demonstrated understanding of information system security fundamentals and principals, including security protocols, encryption and access management to ensure adherence to regulatory/compliance requirements.
  • Working knowledge of basic analytics/statistical principles, and the ability to synthesize complex information into an easy to understand manner.
  • Knowledge of business workflow and associated terminologies, and the ability to document them with industry standard tools such as Visio or PowerPoint.
  • Ability to work with customers and vendors to analyze problems, determine appropriate courses of action, and identify root causes and resolutions.