Position responsible for direct management of all Site Support (network voice/telecom desktop) resources at all North America ALC locations to provide high quality standardized and cost effective IS support to end users. The role of the Manager NA ALC Site Support is to ensure procedural alignment to Site Support strategy and contractual service level agreements (SLA) through his/her team related to all aspects of IS site support (Network Voice/Telecom Desktop). The position must have an in-depth understanding of the technology and the technical components of the Ingram Micro environment and be able to educate members of own team as well as business leaders.
The expertise of the individual and team will: Monitors troubleshoots and maintains a) network (LAN WAN Wireless VOIP) and network equipment (multiplexers hubs and routers) b) Voice and Telecom technologies (PBX video conference and telephones) and c) Desktop technologies (Operating System Windows Apple Remote access Unified Communication Services and Virtual Desktop Infrastructure) Evaluates and provides detailed recommendations for technical design and implementation of new technologies to increase productivity of the end user community in line with Global strategy including standardized hardware and software for all Desktop Telephony and mobile computing devices. Leads execution of IS projects in North America ALCs such as Operating System roll outs Desktop Refresh network or video conference hardware upgrades. Ensure appropriate SLA development management and adherence. Detailed monthly reporting team performance against SLA Proactively reduce problem tickets by analyzing data and implementing mitigating actions for common incidents. Train user community in utilization of self-serve tools & best practices to avoid Client Service Desk calls. Continually inventory all systems hardware and support staff within own region to determine and maintain total cost of service. Keep user community informed of incidents that affect the usage of key applications in production hours with appropriate internal & external communications.
Experience: Minimum 5 years experience in information technology with a minimum of 1 year involving direct supervision of associates and MIS environments. Must possess a valid passport and be legally allowed to leave and return to originating country. Must be able to travel at least 1 week per month. Must be able to speak English fluently. The ability to speak additional languages is a plus.
Education: Bachelors degree in Engineering Computer Science or Business Information Systems desired. (or equivalent experience)
Ingram Micro - 18 months ago
Ingram Micro Inc. is the world’s largest technology distributor and a leading technology sales, marketing and logistics company. As a...