AMVETS Jobs

Job Description :

Deskside Support Manager

The TNB Manager will play a critical role in organizing and integrating the NewsTech shared technology services model across several News Corp business units including, NewsUK, Dow Jones, HarperCollins, OPIS, Sun, and Storyful.

The individual in this position will be responsible for developing and managing a best-in-class IT Support function - ensuring that a premium level of technical support and customer service is provided across the organization. This individual will also be responsible for measuring and reporting against predefined Service level agreements (SLAs) and Key Performance Indicators (KPIs).

This role requires a technology enthusiast with strong relationship-building skills who can effectively organize a team of experts to meet company needs and make decisions that support NewsTech’s mission. The position will be based out of The News Building (TNB) office located in London.

Responsibilities

• Lead and motivate Support Technicians located in TNB to ensure that the overall output and quality of service meets business requirements and aligns with pre-defined SLAs

• Manage and coordinate urgent and complicated support issues

• Lead optimization efforts, service integration and service improvement across business units

• Act as the escalation point for all Business critical requests and incidents

• Train, coach and mentor local Support Technicians including career development

• Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed

• Drive optimization efforts by identifying the right problems to solve and actively developing strategies for improvement

• Continually analyze support calls to ensure quality of service

• Oversee the executive support function and strategy

• Develop and maintain procedural documentation to be leveraged by Service Desk and Support Teams

• Manage the TNB Opex and Capex expenditure in lockstep with the Regional Manager

• Oversee all process improvements, audit preparation and documentation practices

• Build and maintain a solid working relationship with key stakeholders

• Vendor relationship management where appropriate

• Manage the Hardware Supply Chain and asset management

Qualifications

• 4 year Bachelor's degree in a business or technical major, or related field or equivalent experience

• 8+ years experience working as a technical leader within a large matrixed organization - media focus preferred but not essential.

• Strategic and analytical thinking, strong capability of project management and problem-solving skills, sound judgment and a willingness to resolve issues and problems in a timely manner

• Excellent communications skills including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholders

• Customer-oriented and driven

• Quantitative analysis skills, including Excel

• Self-starter and ability to operate in an unstructured environment

• An ability to work to tight deadlines and within constraints

Job Category:

News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.

Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.