Desktop Support Manager

Zynga

(San Francisco, California)
Full Time
Job Posting Details
About Zynga
Zynga develops, markets, and operates social games as live services played on the Internet, social networking sites, and mobile platforms in the United States and internationally. It offers its online social games primarily under the Slots, Words With Friends, Zynga Poker, and FarmVille franchises. The company’s games are accessible on mobile platforms, Facebook, and other social networks, as well as Zynga.com. It also provides advertising services to advertising agencies and brokers.
Summary
Zynga Inc. is looking for a highly proficient and motivated Desktop Support Manager. This is a new role to help Zynga build an existing service to meet the current and future demands of the business. The successful candidate will be reporting to the Global Service Desk Manager and will be leading the team, providing guidance to the IT Support team based across multiple sites in North America. This role is 50% hands on IT Support and will suit a Senior IT professional with the desire to lead a team. The Desktop Support Manager will provide outstanding service to our internal customer, while also maintaining a positive work environment.
Responsibilities
* Leading and mentoring the North American team member, ensuring policies and procedures are adhered to. * Ensuring IT Support tickets are triaged and resolved within agreed SLA’s. * Objective and KPI management. * Responsible for prioritizing, planning and executing IT Support tickets. Ensuring a balanced workload across the team. * Monitor and identify trends or irregular activities within the IT Support ticketing system, and escalating these to the Global Service Desk Manager and relevant IT function. * Quality checking and auditing of work carried out by the Desktop Support team. Generating metrics to report on the day-to-day operations. * Responsible for managing desktop hardware and software lifecycle, working closely with procurement and asset management on hardware and software demand. * Contribute to the IT knowledgebase, developing the internal and external support knowledgebase for 1st and 2nd Line support team. * Managing team performance, conducting regular one on ones to develop the personal and technical skills of the North American Desktop Support team, including appraisals and training plans. * Promote a professional environment at all times, providing a point of escalations for staff and the internal teams within North America. * Reassigning of P1 issues within the Global Service Desk model to ensure these issues are resolved in a timely manner.
Ideal Candidate
* Bachelor’s degree in IT, computer science or related field. * Minimum of 2 years’ experience in a customer facing IT role. * SLA Management and Reporting experience. * Strong knowledge of computer hardware, software and network technology. * Advanced knowledge of OS X, Windows 7 & 10, iOS, Android, Active Directory, Exchange, AirWatch, client VPN’s and file and folder structures. * Knowledge of Kaspersky, CrashPlan, Casper, LANDesk, SCCM, Bitlocker, FileVault, VMWare, Adobe & Autodesk products, SVN and Microsoft Office. * Strong communication skills, both verbal and written. * Strong organizational skills, with the ability to manage multiple tasks and update priority in a fast paced and dynamic environment. * Great customer service. * Ability to mentor and train a 1st and 2nd line IT professionals * ITIL or similar certifications a plus.
Compensation and Working Conditions
Reports to Global Service Desk Manager

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