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Job Title

IT Support Manager

Job Description Summary

Responsible for management of in-country / region end user break fix and facilitation of technology adoption through management of site services support staff within an assigned market. Management includes coaching, resource assignment, directed queue management, incident ticket analysis in support of Cushman Wakefield end users and Technology and Data Solutions (TDS) organization objectives. The incumbent will assist with support alignment between IT and corporate departments and help balance expectations, priorities, and service level adherence by the site services resolutions team within the region. This individual serves as an escalation manager for the territory.

Job Description

POSITION PURPOSE

Responsible for management of in-country / region end user break fix and facilitation of technology adoption through management of site services support staff within an assigned market. Management includes coaching, resource assignment, directed queue management, incident ticket analysis in support of Cushman Wakefield end users and Technology and Data Solutions (TDS) organization objectives. The incumbent will assist with support alignment between IT and corporate departments and help balance expectations, priorities, and service level adherence by the site services resolutions team within the region. This individual serves as an escalation manager for the territory.

Responsible for but not exclusive to the following:

+ · Scope of Site Services:

+ o Audio Visual equipment within the office space

+ o Web Conferencing setup and monitoring for VIP executives

+ o PC break fix support for the territory

+ o Facilitation of onboarding and off boarding

+ o Telephony break/fix support

+ o Mobile phone configuration support

+ o Training end users on new technology and assisting with deployment

+ o Manage data closet technology to agreed global standards

+ o Assistance to remote support staff when local resources are required

ACCOUNTABILITIES

+ · Train staff on daily work routines and monitor for adherence including

+ o Conference room technology health checks

+ o Implementation and management of Genius Bar support model

+ o Ensure coverage walk-arounds within an office or market

+ o VIP and Exec Assistant check ins inclusive of White Glove Service

+ o Ensure territory adherence to defined SLA’s for local support

+ o Manage knowledge articles within ServiceNow to ensure accuracy and relevance

+ · Identify and train staff on local 3rd party support contracts, escalation process and contact information

+ · Perform coaching/mentoring and management site service technicians within market including but not limited to conveying organization direction, goal setting, interview participation, on-boarding, performance evaluation, career development, and disciplinary actions

+ · Create and publish monthly coverage and office rotation schedules

+ · Ensure all new Site Services Technicians pass new hire training program or retake if required

+ · Hold daily team meetings to prioritize critical tickets, assign tasks and track status

+ · Manage individual and team incident management activities in accordance to defined SLA’s

+ · Ensure that the global Incident Management process is followed by the site services team

+ · Responsible for managing performance of resolver group to agreed SLAs

+ · Report and track aged, un-assigned and poor quality incident tickets

+ · Promote knowledge sharing through the publication of quality knowledge articles in the ServiceNow knowledgebase

+ · Identify potential areas of improvement, including procedure optimization and shifting tasks from 2nd line to 1st line staff.

+ · Identify areas to simplify, standardize and streamline existing technology in line with globally agreed standard.

+ · Participate in the global Problem Management process, including regional incident data analysis and investigation to identify and address new problem areas.

+ · Produce regional resolver group statistical analysis and reports and propose for the regional Operations Committee

+ · Support aligned BRM teams with communication with stakeholders

+ · Ensure onboarding, off-boarding and asset management processes are followed

+ · Act as local point of contact to end user for the escalation of support issues

+ · Provide input to Service Owners regarding Continuous Improvement opportunities

+ · Participate in and or provide feedback to project design and testing stages

+ · Identify Continual Service Improvement opportunities by identifying incident trends

+ · Assist with trend and root cause analysis; identify and communicate problem trends; identify and communicate gaps in department knowledge required to resolve specific problems.

+ · Ensure incident ticket quality standards are met to facilitate escalation to tier 3 and can be used for queries by end users concerning the status of Incidents, Service Requests, and changes (RFC)

MINIMUM REQUIREMENTS

+ · Bachelor degree or equivalent experience ; related computing field preferred

+ · 7+ years of technical experience in a multi-state environment. 15,000+ employee base corporate environment

+ · 5+ years of IT supervisory experience in a corporate environment

+ · Knowledge of IT processes, general controls and project management and system development life cycles

+ · ITIL Foundation Level certification preferred

+ · ITIL Service Manager or Operations Certification a plus

+ · Industry related technical certificates are a plus or any similar combination of education and experience

+ · Excellent customer service skills

+ · Strong analytical and problem solving skills

+ · Strong interpersonal skills required to interact with executives, VIPs, business heads, end users, and team members across the organization

+ · Excellent organization skills to balance and prioritize work

+ · Ability to work independently and as part of a team

Cushman & Wakefield also provides eligible employees with an opportunity to enroll in a variety of benefit programs, generally including health, vision, and dental insurance, flexible spending accounts, health savings accounts, retirement savings plans, life, and disability insurance programs, and paid and unpaid time away from work. In addition to a comprehensive benefits package, Cushman and Wakefield provide eligible employees with competitive pay, which may vary depending on eligibility factors such as geographic location, date of hire, total hours worked, job type, business line, and applicability of collective bargaining agreements.

The compensation that will be offered to the successful candidate will depend on factors such as whether the position is covered by a collective bargaining agreement, the geographic area in which the work will be performed, market pay rates in that area, and the candidate’s experience and qualifications.

The company will not pay less than minimum wage for this role.

The compensation for the position is: $106,250.00 - $125,000.00

Cushman & Wakefield is an Equal Opportunity employer to all protected groups, including protected veterans and individuals with disabilities. Discrimination of any type will not be tolerated.

In compliance with the Americans with Disabilities Act Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position at Cushman & Wakefield, please call the ADA line at **1-888-365-5406** or email **[email protected]** . Please refer to the job title and job location when you contact us.

INCO: “Cushman & Wakefield”