Workspace Client Technology Support Services Manager
Company: GENERAL ATOMICS
Location: Chula Vista
Posted on: November 18, 2021
General Atomics (GA), and its affiliated companies, is one of
the world 's 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
Consistently prioritize workloads of supervisors & staff to ensure
operational effectiveness resulting in positive user
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
Problem solves at all levels exhibiting clear follow through
Develops guidelines and procedures to improve the quality of
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
Works closely with senior management to define, direct and
communicate support policies and procedures.
Serves as SME for most complicated issues, guiding team to
Develop support strategy to enable resilient support of
virtual/cloud client systems.
Maintains high level of technical expertise on technology systems
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
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
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
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
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
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
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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