Manager End User Support in GAC Savannah

Unique Skills:

Experience managing endpoints in a large Manufacturing Environment preferred. Hands on Domain Knowledge preferred in one or more of the following domains: Compute ( MS Windows, Linux, MAC OS, IOS, Android); Backup ( CrashPlan, Druva, Veeam); Application (Active Directory, Active Roles, Microsoft Office). Ability to lead and manage remote IT support teams.

Education and Experience Requirements:

Bachelor's Degree equivalent combination of education and experience to successfully perform the essential functions of the job. Degree in Computer Science, Management Information Systems, or technology related field highly preferred. 6 years of experience leading IT support or operations teams in a user-oriented environment to include two (2) years of experience managing professional level employees or medium to large, cross-functional teams or projects. Certifications such as A+, MCSD, MCSE, MCP, CCNA preferred.

Position Purpose:

Manage a team of support personnel and supervisors across diverse geographical locations that oversee the day-to-day operations of desktop support teams and staff to ensure an appropriate level of support. Assists the Sr Manager of Remote Services on policies and procedures regarding how problems are identified, received, documented, and corrected.

Principle Duties and Responsibilities:

Essential Functions: 1. Manage End User Support Specialists and Supervisors defining and establishing priorities, providing support/direction and performing administrative tasks as needed. 2. Oversees installs, tests, and maintains a variety of personal computing and network hardware and software systems, with local area network and wide area network connectivity. 3. Collects and assesses information from the user community in software and hardware problem resolution. 4. Defining and tracking metrics and key performance indicators to raise the bar in team performance and customer service. 5. Reduce errors working with the supervisors through process improvement and root cause analysis. 6. Keeps up to date with current trends and is prepared to make recommendations. 7. Produces support documentation on demand and periodically with the Sr Manager of Remote Services and others. Perform other duties as assigned.

Other Requirements: 1. Experienced management of remote technical support personnel and supervisors writing reviews, assist in employee hiring and terminations, training, and scheduling. 2. Strong management, interpersonal communications, problem resolution and conflict management skills. 3. Required knowledge and experience with the following: Windows operating systems and Windows Server 2008 or 2012. Experience with Linux operating systems preferred. 4. Knowledge and experience related to TCP/IP networking, external connectivity and telephone systems also preferred. 5. Experience with MS Office required. 6. Knowledge of Microsoft Operations Framework 4.0 or ITIL V3 a plus. 7. Ability to prioritize and multi-task. 8. Effective analytical, problem-solving, and decision-making skills required. 9. Effective oral and written communication skills, including user training and interpersonal skills required. 10. A strong understanding of a wide variety of personal computing equipment and software.

A credit history check from a national credit bureau will be conducted for all candidates for this position including new hires and current employees seeking promotion or transfer.

Languages Required (in addition to English): None

Additional Information

Requisition Number: 127042

Category: Information Systems

Percentage of Travel: Up to 50%

Shift: First

Employment Type: Full-time

Posting End Date: 02/28/2018

Gulfstream does not provide work visa sponsorship for this position, unless the applicant is a currently sponsored Gulfstream employee.