Desktop Support Manager

ABOUT THE ROLE & TEAM: Information Technology department at TelevisaUnivision is looking for a Desktop Support Manager to join our team! The Desktop Support Manager will oversee the outsourced Desktop Support Service in the New York and New Jersey (Teaneck) offices as well as the Northeast offices, ensuring that all clients at these locations are receiving prompt and thorough assistance, and coordinating all IT infrastructure efforts and initiatives related to those facilities. In this position you will establish direct relationships and maintain an open dialog with Department Heads to make sure their technology needs are being addressed. As well as provide C Level support to the Executives in New York area. This position reports to the Sr. Manager, Desktop Support Services. ABOUT YOU: Demonstrated business acumen and the ability to apply management expertise to facilitate technology solutions to business problems. You have exceptional customer service orientation, ability to prioritize and execute tasks in a fast-paced environment. You have excellent interpersonal and communication skills with a focus on listening and questioning skills. YOUR DAY-DAY: (aka Responsibilities) You will facilitate the day-to-day management of client incidents and requests, ensuring a timely response within the established Service Level Agreement (SLA), and perform follow up on incidents with clients as needed to ensure customer satisfaction. Develop a thorough understanding of the general TUVN business and specific Sales, Finance and Traffic needs and foster that understanding in the Workplace Support Analysts. Provide a central escalation point for National Sales, Finance and Traffic and those in remote locations. Oversee the Company’s AV / Conference Room integrations and support. Manage, plan and coordinate deployment and support for offsite special events and productions. Measure, monitor and ensure vendor performance against established SLAs and KPIs. Manage escalated customer issues to resolution with the vendor to ensure the highest customer service. Provide solutions to issues within the Company IT Policy Framework and identify and recommend areas which need to be improved or streamlined. Manage projects where Desktop Support involvement is required that include moves, migrations, deployments. Ensure the timely and properly executed onboarding of new clients. Manage Company hardware assets to include asset procurement, movement, storage, deployment, and retrieval. YOU HAVE: (aka Qualifications) Undergraduate degree in the field of computer science or engineering or equivalent experience required. ITIL Certifications preferred. 5 Year Demonstrated progressive experience directly managing a technical support team. 5 years of technical experience configuring, deploying, and managing workplace hardware, including network, workstation, telephony, and mobility components. 5 years configuring and managing Windows OS in an enterprise environment. 2 years managing Mac OS in an enterprise environment. Working knowledge of several recent versions of Microsoft Windows, Microsoft Windows Server, Microsoft Office Suite, and Microsoft Outlook. Experience with Active Directory and Exchange Account Management. 3 years troubleshooting and managing wireless devices in an enterprise environment (iPad, iPhone). Knowledge of ITIL tools such as Service Now, and video conferencing and AV Support. Fundamental knowledge of enterprise network, telephony, storage, and compute technologies. Ability to travel (domestic and international) Exact compensation may vary based on skills, experience, and location. Please note the national salary range listed in the job posting reflects the new hire salary range across levels and U.S. locations that would be applicable to the position. Base pay Range - $100,000 - $140,000 benefits OUR BENEFITS: TelevisaUnivision believes that a happy, well-balanced employee is what makes our culture thrive. We offer a wide selection of perks and benefits including PTO; tuition reimbursement; wellness and employee support programs; 401K; and life and other insurance plans. This is all in addition to our comprehensive and competitive health benefits package featuring medical, dental and vision coverage options. Univision is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by law. About TelevisaUnivision As the leading Spanish-language media and content company in the world, TelevisaUnivision features the largest library of owned content and industry-leading production capabilities that power its streaming, digital and linear television offerings, as well as its radio platforms. The Company’s media portfolio includes the top-rated broadcast networks Univision and UniMás in the U.S. and Las Estrellas and Canal 5 in Mexico. TelevisaUnivision is home to 36 Spanish-language cable networks, including Galavisión and TUDN, the No. 1 Spanish-language sports network in the U.S. and Mexico. With the most compelling portfolio of Spanish-language sports rights in the world, TelevisaUnivision has solidified its position as the Home of Soccer. TelevisaUnivision also owns and manages 59 television stations across the U.S. and four broadcast channels in Mexico affiliated with 222 television stations, Videocine studio, and Uforia, the Home of Latin Music, which encompasses 57 owned or operated U.S. radio stations, a live event series and a robust digital audio footprint. TelevisaUnivision is home to the global streaming services ViX and Blim TV, which altogether host over 50,000 hours of high-quality, original Spanish-language programming from distinguished producers and top talent. The company’s prominent digital assets include Univision.com, Univision NOW, and several top-rated digital apps. For more information, visit televisaunivision.com. Sobre TelevisaUnivision Como la compañía líder de contenidos y medios en español en el mundo, TelevisaUnivision cuenta con la biblioteca de contenido propio más grande y capacidad de producción líder en la industria, mismas que impulsan sus ofertas de transmisión digital y lineal, así como sus plataformas de radio. La cartera de medios de la Compañía incluye las cadenas de transmisión líderes Univision y UniMás en Estados Unidos, y Las Estrellas y Canal 5 en México. TelevisaUnivision es el hogar de 36 canales de televisión de paga en español, incluidos Galavisión y TUDN, el canal de deportes en español número 1 en Estados Unidos y en México. Con la cartera de derechos deportivos en español más atractiva del mundo, TelevisaUnivision ha consolidado su posición como la Casa del Fútbol. TelevisaUnivision también posee y administra 59 estaciones de televisión en Estados Unidos y cuatro canales de transmisión en México con 222 estaciones de televisión asociadas, los estudios de Videocine y Uforia, the Home of Latin Music, que abarca 57 estaciones de radio propias u operadas en Estados Unidos, una serie de eventos en vivo y una sólida huella de audio digital. TelevisaUnivision es el hogar de los servicios de transmisión digital premium ViX y Blim TV, que en conjunto presentan más de 50,000 horas de programación original en español de alta calidad de productores distinguidos y talento destacado. Los activos digitales más relevantes de la empresa incluyen Univision.com, Univision NOW y varias aplicaciones digitales de primera categoría. Para obtener más información, visite televisaunivision.com