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IT Support Manager, IT Services
2 months ago
About the Role
We are seeking an experienced IT Support Manager to join our team at Amazon Development Center U.S., Inc. As an IT Support Manager, you will be responsible for leading a team of onsite IT Support Engineers responsible for day-to-day end user equipment support and the maintenance, break/fix, and event support within Amazon Corporate office conference and meeting rooms.
Key Responsibilities
- Leading a team of onsite IT Support Engineers responsible for day-to-day end user equipment support and the maintenance, break/fix, and event support within Amazon Corporate office conference and meeting rooms.
- Measuring, monitoring, and maintaining the team's ability to meet or exceed contact and resolution Service Level Agreements (SLA).
- Coordinating a variety of projects in an operational environment.
- Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
- Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
- Developing and maintaining policies, procedures, and processes.
- Hiring, developing, and retaining great talent.
- Reducing contacts through process improvement and root cause analysis.
- Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
- Direct management of individual contributor IT Engineers who provide direct end user support to Amazonians on general IT issues.
- Hiring, promotion, and performance management of direct reports.
- Relationship management with key partners and customers in local Amazon sites.
- Up to 25% travel as required to visit more remote locations.
Requirements
- 5+ years of developing a team of technical professionals across multiple locations experience.
- 2+ years of leading technology teams as an information technology operations manager experience.
- Bachelor's degree, or 4+ years of professional or military experience.
- 2+ years' experience managing Audio/Visual systems in an enterprise environment including video conference rooms.
Preferred Qualifications
- Knowledge of hardware architectures.
- Experience with system management tools and client/server environments.
- Experience in project management.
- Experience and/or qualification relating to AV systems including but not limited to: Cisco, Crestron, Extron, Biamp, QSC, etc.
- Experience with network technology including video and audio over IP (e.g. Dante/AES).
- Proven ability to operate in extreme, high-pressure, dynamic, fast-paced situations, successfully handle multiple competing priorities, and possessing a high level of discipline while displaying a high degree of flexibility and professionalism.
- Experience in making data-driven decisions.
