IT Support Manager, IT Services

6 months ago

San Francisco, United States Amazon Development Center U.S., Inc. Full time
At Amazon, we strive to be Earth’s most customer-centric company where we can find and discover anything we want to buy online. We hire the world’s brightest minds, offering them an environment in which one can relentlessly improve the customer experience. Innovation and creativity are built into the DNA of the company and are encouraged at all levels of employment. Every day we solve complex technical and business problems with ingenuity and simplicity. We’re making history and the good news is we’ve only just begun.
IT Services Support team provides highly-available IT support for Amazon employees worldwide. We provide support for all used client applications, operating systems, email, VPN, mobile devices, and common collaboration services such as SharePoint and Exchange. Our customers may engage us via phone, chat, in person, or trouble ticketing.
You will manage local and/or remote resources and assist the global organization to define the perfect customer experience and own the strategies to create that experience. You will help the group develop and leverage their knowledge base to expedite the resolution of recurrent issues. You will identify ways to proactively reduce requests through automation, documentation, and process improvement. You will set high standards for issue handling, escalation and problem management across the organization and guide the team with metrics and goals that clearly measure their success.
You will work alongside a group of leaders to define the priorities and track the metrics and key performance indicators within the organization as a whole. You will hold service owners accountable to resolve issues on behalf of your customers.

Key job 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.

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

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

BASIC QUALIFICATIONS

- 5+ years of developing a team of technical professionals across multiple locations experience
- 2+ years of leading technology teams as a 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.

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