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Workspace Client Technology Support Services Manager

Company: GENERAL ATOMICS
Location: Chula Vista
Posted on: November 18, 2021

Job Description:

General Atomics (GA), and its affiliated companies, is one of the worlds leading resources for high-technology systems development ranging from the nuclear fuel cycle to remotely piloted aircraft, airborne sensors, and advanced electric, electronic, wireless and laser technologies.

We have an exciting opportunity for a Workspace Client Technology Support Services Manager to join our Workspace Support organization located in Poway, CA. Reporting directly to Senior Manager of Workspace Support, this role will oversee the Workspace (CTS) Client Technology Services team and will have accountability for providing technical guidance and leadership helping facilitate operations and enhancements of overall end-user Workspace end-point experience. This position is responsible for overseeing and managing the daily operations associated with maintaining, analyzing, troubleshooting and repairing computer systems, hardware, software and peripherals devices. Effectively plans implements quality of service and directs subordinate activity to achieve assignments using ITIL best practices, procedures and policies. Including guidance and oversight of staff, developing & reporting SLAs, and other analytics applicable to Workspace performance metrics. Establish adequate monitoring techniques, tracking and coordination of all Workspace Support functions. Develops documentation and reports to review progress in department activities. Participates in the selection, retention and development of personnel including interviewing, performance management, coaching, mentoring and promotion recommendations.

DUTIES AND RESPONSIBILITIES:

* Plan, organize, coordinate, and manage the overall activities of Workspace CTS team. * Exercises judgment and creativity in selecting and applying procedures correctly, and determines when to refer problems to senior management. * Consistently prioritize workloads of supervisors & staff to ensure operational effectiveness resulting in positive user experience. * Work closely with our internal clients to develop consensus and find solutions to problems facing their business constituents, while maintaining a superior level of user satisfaction. * Provide immaculate judgment with focus on excellent verbal and written communication. * Problem solves at all levels exhibiting clear follow through techniques. * Develops guidelines and procedures to improve the quality of service delivery. * Partner with Service Desk operations to ensure smooth operations and escalations across entire team. * Oversee incident and problem management performance. * Create, document, and update processes to resolve issues and mitigate existing stove-piped resolutions. * Provide technical management oversight recommending innovative solutions and technologies which improve quality, and productivity. * Works closely with senior management to define, direct and communicate support policies and procedures. * Serves as SME for most complicated issues, guiding team to resolution. * Develop support strategy to enable resilient support of virtual/cloud client systems. * Maintains high level of technical expertise on technology systems and hardware. * Uses appropriate technology tools to accomplish job functions; understands and utilizes available ITSM technology as data gathering toolset to review underlying performance. * Drive Workspace Support user experience satisfaction through quality initiatives. * Consistently assess governance and user onboarding/offboarding procedures helping maintain accurate asset management tracking. * Effectively manage projects. * Cultivate career development of staff members through coaching, training, on-going feedback regarding levels of performance, and formally evaluate employees in relation to performance; including initiating and recommending disciplinary action as necessary. * Effectively communicate with all levels of ITS leadership, partners and customers. * Performs other duties as assigned or required.

We recognize and appreciate the value and contributions of individuals with diverse backgrounds and experiences and welcome all qualified individuals to apply. Job Qualifications:

* Typically requires a bachelors degree in computer science, information technology or a related field and nine or more years of progressive information technology experience in a corporate environment with at least three of those years managing information technology personnel and projects. May substitute equivalent experience in lieu of education. * US Citizenship is required. * Security+ or equivalent certifications is preferred. * Experience with networked Audio/Video control system tools and monitoring. * Extensive experience with Microsoft operating systems, Office Suites, iOS, OSx, Windows Servers, Linux, Android, mobile and standard computing platforms. * Strong hardware experience with laptops and desktops, with firm understanding of networking equipment (routers, VPN Technologies, switches, firewalls) and wireless communication. * Robust knowledge of configuration management, ITIL framework, and DFARs requirements. * Strong knowledge in virtualization & cloud computing technologies (Azure, AWS, VMWare, etc) * Ability to influence while gaining support and trust of a team. * Willingness to uphold and model core values of the organization. * Proven track record managing geographically dispersed staff, with strong written and communication skills. * Excellent project management skills with the ability to balance multiple priorities simultaneously. * Creative, and innovative in problem solving and applying appropriate methodologies relevant to the complexity of the challenge. * Ability to obtain and maintain a DoD security clearance.

Keywords: GENERAL ATOMICS, Chula Vista , Workspace Client Technology Support Services Manager, IT / Software / Systems , Chula Vista, California

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