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Manager, End-User Computing & Help Desk - MIAMI MARLINS (Miami · FL)

Sports Jobs in Miami · FL
Technical Services: Technical Support/Help Desk
Position Summary:  
 The Manager, End-User Computing & HelpDesk is responsible for the strategy and execution to create a first-class technology experience for all Miami Marlins employees across all locations and affiliates, including virtual environments.  The role will focus on maintaining, enhancing, and optimizing workspace technologies.  He/She will introduce process optimization and automation with the goal of improving the technology experience for employees.  The ideal candidate will oversee the streamlined operation of the IT end-user support team and work within the business objectives of the organization.  This role will develop SOPs and policies and create and/or maintain all IT service level agreements for the user community within the organization.  
Essential Functions:
  • Oversee the Service Desk staff and ensure that end users are receiving the appropriate assistance; 
  • Manage the Office 365 environment as it relates to user community and the relationship with O365 applications such as Teams Outlook, OneDrive, etc; 
  • Manage the processing of incoming requests to the Service Desk via telephone, e-mail, and web to ensure courteous, timely, and effective resolution of end user issues;
  • Manage all procedures related to the identification, prioritization, and resolution of end user service requests, include the monitoring, tracking, and coordination of Service Desk ticket system; 
  • Establish and enforce Service Desk service level agreements in consultation with end users to
  • establish problem resolution expectations and timeframes; 
  • Analyze performance of Service Desk activities and documented resolutions, identify problem areas,
  • and devise and deliver solutions to enhance quality of service and to prevent future problems; 
  • Track and analyze trends in Service Desk requests and generate statistical reports that aide in closure of frequent issues;  
  • Oversee development and dissemination of help sheets, user guides, and FAQ lists for end users.  In addition to the development, implementation, and administration of service desk staff training procedures and policies; 
  • Contribute to problem resolution by giving in-person, hands-on support to end users at the desktop level; 
  • Leads the effort to develop new strategies around the end user experience; 
  • Responsible for the service design and operations of the end user experience. This includes key business processes for provisioning, device management, security and compliance, self-enablement technology and technology upgrades; 
  • Works with third party suppliers and integrators on support services and other support areas; 
  • Accountable for continually improving and applying service measurement metrics and SLA’s inclusive of reporting and dashboards. Ensures that all services are measured, reported and viewed the lens of continuous improvement.
Qualifications & Requirements:
  • Four-year university degree or college diploma in the field of computer science and/or 3+ years equivalent work experience; 
  • Must possess deep technical knowledge of all typical desktop applications or the ability to learn quickly; 
  • Must possess strong troubleshooting capabilities for hardware and software; 
  • Must possess working knowledge of a help desk management system in production. (Freshdesk, ITSM, Zendesk, AgilSoft, etc.);
  • Working knowledge of ManageEngine AD Manager is a plus; 
  • Must possess strong working knowledge of Active Directory and application dependencies on AD
  • Overall experience with workplace and end user computing services design, measurement, and transformation; 
  • Proven track record of developing and providing Service Level Agreements and Service Desk deliverables; 
  • Hands-on experience troubleshooting hardware such as servers, routers, bridges, switches, modems, network interface cards, and so on; 
  • Demonstrated progressive experience in the supervision of a technical support team;
  • Experience developing a framework on the overall lifecycle of IT services within a business to improve efficiency and achieve optimal service delivery; 
  • Practical working and technical knowledge of current network, Apple and PC operating systems, hardware, protocols, and standards; 
  • Must have an uncompromised ability to protect the confidentiality/privacy of others and company documents and records; 
  • Must possess a strong ability to manage one’s own time and prioritize tasks when given clearly defined goals and objectives; 
  • Must have truly outstanding customer service skills, solid judgment and interpersonal effectiveness; 
  • Must be self-directed and able to work independently; 
  • Must be a flexible and reliable team player, both within own department and within company; 
  • Strong communication skills: must be comfortable with engaging in a variety of different communicative modes (verbal, non-verbal, and written) and be attuned to others through strong active listening skills; 
  • Ability to identify problems, their sources, and their potential solutions while continuing to successfully conduct day-to-day operations without interruption; 
  • Must have a strong command of reasoned, measured decision-making processes based upon analyzing the pros and cons of each potential decision to be made; 
  •  Ability to work a pre-determined number of games/events every year on weekends, nights and holidays without exception.
  • Ability to travel to the Miami Marlins Player Development Complex in Jupiter, Florida and Miami Marlins Baseball Academy in the Dominican Republic if/when necessary; 
  • Ability to stay in the Jupiter area during spring training for an extended period (approximately 1-2 weeks). 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, national origin, sex, sexual orientation, age, disability, gender identity, marital or veteran status, or any other protected class.