The Director of Client Services is responsible for overseeing the Universal City and Burbank teams that provide onsite technical support for, as well as communications with, end users for their computing devices and the applications that run on those devices.
Manage Business Aligned Client Services Team, including Technical Lead, Coordinator, and Analysts
Maintain solid business relationships:
Communicate and provide bi-weekly update regarding overall health of Client Services support along with status of planned infrastructure changes which affect the end user experience.
Identify, document, and maintain list of department leaders & key business contacts with the application and infrastructure leaders.
Maintain solid application, infrastructure, Client Services, and corporate relationships:
Attend application staff meetings and function as a dotted–line report for all responsibilities
Provide application leader with updates regarding key issues and workplace changes
Coordinate business communication with application and infrastructure projects and Corporate Initiatives
Coordinate project responsibilities with infrastructure liaison and decide on ownership of each project
Seek out and communicate upgrades impacting the workplace:
Includes workplace related changes through workplace technology team (HW/SW upgrades), security team (PC patches), enterprise services team (email/identity mgmt.), and core compute team (mostly network/file related).
Communicate to client services team, business users, application leader and infrastructure leader.
Manage high priority issues and escalations with multiple user impact until closed and communicated to stakeholders
Manage overall health of the queue; Re-shuffle resources where/when needed and intervene/reassign tickets missing SLA’s to technical lead.
Oversee and initiate workplace related projects with CS team including PC/Mac refreshes, upgrades, office moves, etc.
Provide technical training plan for all CS Analysts and Technical Leads
Monitor metrics including ticket service levels and customer
Requires 15 or more years of experience in progressively responsible information technology positions, including 7 or more years in management. A bachelor’s degree in computer science, business administration or other relevant field is a strong plus
Strong capability to perform data analysis on metrics and trends in tools such as Excel or Access or their equivalent
Demonstrated understanding of Windows 7, Microsoft Office, Mac OS, ticket management systems, and desktop lifecycle management systems
Ability to work in a high stress and demanding environment
Excellent teamwork skills with the ability to effectively interact with all levels of management.
Superior customer service skills
Strong written communication and oral presentation skills
Integrity: Do the right thing and treat people right
Creativity: The environment and resources to dream new dreams
Teamwork: We're smarter and more dynamic together
Pioneering Spirit: The drive to invent the future
Ownership: Act like an owner, not a renter
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