career image

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. 

Responsibilities: 

  • 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

 Qualifications:

  • 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]
shine logo Trademark & Copyright Notice: ™ and © FOX and its related entities. All rights reserved. Use of this Website assumes acceptance of Terms of Use and Privacy Policy