IT Support Manager

1 month ago


San Francisco, California, United States Amazon Development Center U.S., Inc. Full time
About the Role

We are seeking a highly skilled IT Support Manager to join our team at Amazon Development Center U.S., Inc. As a key member of our IT Services team, you will be responsible for leading a team of technical professionals and providing exceptional support to our employees worldwide.

Key Responsibilities
  • Lead a team of onsite IT Support Engineers responsible for day-to-day end user equipment support and maintenance.
  • Measure, monitor, and maintain the team's ability to meet or exceed contact and resolution Service Level Agreements (SLA).
  • Coordinate various projects in an operational environment.
  • Develop and maintain policies, procedures, and processes.
  • Hire, develop, and retain great talent.
  • Reduce contacts through process improvement and root cause analysis.
  • Respond to inquiries, escalations, and establish partnerships with key customers and service owners.
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.
What We Offer

We offer a competitive salary and benefits package, as well as opportunities for professional growth and development. If you are a motivated and experienced IT professional looking for a new challenge, we encourage you to apply for this exciting opportunity.

We are open to hiring candidates to work out of one of the following locations:

Palo Alto, CA, USA | San Francisco, CA, USA


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