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Manager, IT Client Services

Job Summary

Manager, IT will work directly with The VP, Information Technology and Director, Network Operations to ensure the streamlined operation of the IT function; will assist in the evaluation, planning, design and reporting of all IT-related activities of Endemol Shine North America (ESNA), as well as provide administrative assistance and support for daily operational activities of the IT Department; will, at the direction of management, assist decision makers in other departments to identify, recommend, strategize, develop, implement and support cost-effective technology solutions that align with the needs of the business; will also help define and implement IT policies, procedures and best practices where necessary. 


  • Assist with short and long range operational and strategic planning, including fostering innovation, project management/planning, and resource allocation and serves the needs of our individual businesses
  • Responsible for understanding and ensuring the efficient operation of all IT related infrastructure, hardware/software and services; including computers, printers/MFDs, network architecture, office phones (programming/moving), mobile devices, AV, as well as basic website and server maintenance
  • Responsible for directing the day to day activities of the Technical Support Analyst and Coordinator positions
  • Responsible for management and oversite of the ESNA Microsoft Office 365 Tenant
  • Assist in creating and maintaining new and existing support processes and workflows, including SLAs, and response time procedures; asset management and procurement as well as inter-departmental workflow integration (such as the HR on-boarding process)
  • Oversee and provide detailed reporting of all client support services, including IT help desk ticketing/reporting, Incident/Request dispatching and prioritization, service level monitoring, deskside interaction and client communications
  • Responsible for providing detailed performance metrics on all IT support activities contrasting service levels against incidents, requests and problems encountered on a weekly basis
  • Responsible for evaluating and directing the activities and support effort of 3rd party vendors to ensure efficient and targeted use of their time against agreed SOWs
  • Assist with establishing and implementing all IT policies, procedures and best practices, including those for architecture, security, disaster recovery, standardization, purchasing, vendor management and service provision
  • Provide ongoing recommendations for the improvement and growth of the IT function
  • Establish and maintain trust and understanding of our many businesses and their team members with an attitude of partnership and cooperation in all interaction


  • Minimum 5 years of IT support experience with 1 year in management
  • College degree preferred, but not required
  • Experience working in the entertainment industry and post-production, highly desirable
  • Strong technical knowledge of telecommunications and network systems
  • Must have extensive working knowledge of PC/Mac operating systems (high level of Mac users vs. PC)
  • Strong technical knowledge of current network hardware, protocols and standards
  • Proven experience in IT infrastructure planning and support
  • Strong leadership skills
  • Excellent written and oral communication skills
  • Ability to conduct and direct research into IT issues and products as required
  • Proven analytical, evaluative and problem-solving abilities
  • Ability to effectively prioritize and execute tasks in a high-pressure, fast paced environment
  • Exceptional customer service orientation
  • Extensive experience working in a team-oriented, collaborative environment

If you are interested in applying for this position, please click here.

  • 5161 Lankershim Blvd, Suite 400, North Hollywood, CA 91601
  • Phone: +1-747-529-8000
  • [email protected]
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