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The Walt Disney Company Help Desk Manager in Playa Vista, California

Help Desk Manager Job Number: R10009492

Brand: FoxNext

Job Type: Information Technology

Location: Playa Vista, California, United States of America

Job Posting Date: October 8, 2019

OVERVIEW OF THE COMPANY

FoxNext

We are a collection of enduring brands and iconic, unforgettable characters. We create content for audiences big and small, reaching billions of people every day. Most of all, we are many individuals, each uniquely talented, each a critical piece to our puzzle, who collectively become a power. Desire to thrill and engage? Join us as we engage and inspire.

JOB DESCRIPTION

We are looking for a qualified Helpdesk Manager to join our team. Under the direction of the FoxNext Games IT Director, the successful candidate will be responsible for ensuring the helpdesk staff are meeting all customer expectations, meeting defined metrics/benchmarks, and that all standards and processes are being followed.

Responsibilities

  • Responsible for the internal customer experience for a geographically disperse end-user population

  • Implement best practices and improve efficiency of systems/delivery related to IT Helpdesk functions

  • Compile weekly, quarterly, and annual reports and metrics. Provide data and reporting of KPI’s and trends to IT senior management

  • Adjust, calibrate and implement new protocols/policies as necessary

  • Ensure that all incidents, service requests & escalations are appropriately logged, managed and brought to timely closure while keeping the customer informed throughout the process

  • Act as escalation point for all requests and incidents

  • Develop strategies for addressing ongoing/chronic issues & perform/oversee route cause analyses with continuous improvement & customer success as the driving factors

  • Conduct strategic planning to assess risks and identify opportunities

  • Be a resource and mentor for the IT Service Desk staff

  • Ensure coordination between support tiers and customers

Qualifications

  • Minimum of 5 years leadership experience in an enterprise help desk operation

  • Strong background in incident management, service level agreements and escalation procedures

  • Proven experience implementing service desk automation for issue tracking and self-support portals. Build automated workflows to improve the quality and speed of common support requests

  • Demonstrated experience implementing processes for 24x7 monitoring, alerting and escalation, integrating monitoring into issue tracking systems for automated ticket generation

  • Demonstrated experience implementing ITIL processes preferred

  • Ability to work with limited supervision in an environment where the leader, peers, and staff are geographically distributed

  • Must be able to occasionally work outside of core hours, as business conditions necessitate (e.g., implementation of new functionality, month-end processing, etc.)

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law. We will consider for employment qualified applicants with criminal histories consistent with applicable law.

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