User Support Manager

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Clear Channel Outdoor

Job Summary:
Clear Channel Outdoor (CCO) Technology is seeking a technical User Support Manager to join our End User Success team in San Antonio.

To better serve our customers, we're creating a culture that promotes employee empowerment, collaborative innovation, and technical prowess. We are committed to creating an environment where employees can do their best work and where best-in-class talent comes, stays, and thrives!

As the User Support Manager, you will be responsible for managing a team of User Support Advisors that supporting local and remote staff across the Clear Channel Outdoors locations by resolving end user technology issues. You will also be involved as we evolve product offerings and strategies that align with business strategies to ensure the best possible performance and outcomes for the team and company.

Job Responsibilities

• Manage a team of on-site and remote Associate Technologists responsible for providing efficient and timely technology support to all Clear Channel Outdoors end users.
• Manage daily activities of the team, including scheduling, workflow coordination, ticket assignments and prioritization, and project/problem backlog, and other administrative tasks.
• Maintain the highest level of customer support for the user base through proactive management and implementation of continuous improvement initiatives.
• Communicate and coordinate with technology team(s) and stakeholders to resolve end user issues and projects with tact and diplomacy, with a positive outcome for the team
• Maintain document repository with process and procedure updates, configuration items, problems, job-aids, user self-service guides, and other documents as needed/requested.
• Support and manage projects including but not limited to automation, hardware and software testing, and process improvement.
• Function as a escalation point for the team in a technical and managerial capacity as needed.
• Initiate incident, problem, and change management functions to aid in restoration and resolution of issues.
• Be a customer advocate and have a passion for solving user problems.
• Occasional on-call support may be required.
• Ensures that daily, weekly, and monthly statistics, status reports, and dashboards are completed and continually modified to meet the needs of the department.
• Provides leadership by projecting a positive attitude, and providing learning incentives

Job qualifications and experience

• Degree in Computer Science or Information Systems. Equivalent work experience gladly accepted.
• Five (5) years experience working with Windows, Mac, and Android hardware (laptops, mobile devices, tablets), operating systems. Software, and troubleshooting required.
• Five (5) years of experience in supporting enterprise technology, experience in service delivery, end-user computing, and/or or related program management.
• Three (3) years of experience managing technologists.
• Understanding of networking, cloud technologies, O365/M365 required.
• Experience with ITSM ticketing systems (ServiceNow, or similar Enterprise Service Desk application), device management software (SCCM, Intune, JAMF) administration and implementation required.
• Must have excellent verbal and written communication skills including with executives and leaders in the company.
• Proven ability to multi-task in challenging and high-pressure environment and solve problems quickly with strong attention to detail, and a customer centric focus.
• Ability to build trust with users, teammates, and leaders by providing advanced technical support, and coaching teammates for long-term success.
• Experience with methodologies like ITIL, Agile, DevOps, LEAN and Six Sigma Certification preferred.
• Microsoft Certified System Administrator (MCSA), Apple Certified Mac Technician (ACMT), Microsoft Certified System Engineer (MCSE), CompTia A+, Network+ a plus.

Skills

• Very strong understanding of the technical and non-technical elements of end-user support and how to apply in a medium to large publicly traded company
• Very strong understanding of the terminology and methods used in IT service management and how to apply in a modern customer-focused organization
• Strong organizational and time management skills
• Strong project management capabilities
• Excellent verbal and written communications skills including delivering effective presentations
• Self-starter with a diligent work ethic and demonstrated flexibility
• Able to multi-task and stay calm under pressure
• Able to identify cause of issues, the right resources to engage, and to work quickly to resolve them

Location
San Antonio, TX: 4830 North Loop 1604 West, Suite 111, 78249

Position Type
Regular

The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status.

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Current employees and contingent workers click here to apply and search by the Job Posting Title.