Senior Operations Manager
Location: Plano, TX
Education and Years of Experience:
Bachelor's Degree in computer science, information systems, Business Administration, Project management and more than 8-10 years of related field experiences.
Strong product knowledge with working with IT-Help Desk service, Mobile Carriers business lines and IPT solutions.
Top 3 Must haves:
Strong product knowledge with working with IT-Help Desk service, Mobile Carriers business lines and IPT solutions.
Have the ability to interact professionally with a diverse group of engineers, managers, vendors and subject matter experts both internally and externally.
Strong problem solving and analytical skills, communication skills, organizational and documentation skills.
Responsibilities:
Lead PC & Mobile Support in workplace
Managing 20+ technicians and IT Service vendors for different Samsung workplace in USA
Conducting for the Supporting 7,000+ users with IT Help desk, AD, Exchange, u-Ready, SVPN, BMA, etc in the workplace
Escalation point of Support, Security admin, Application Operation, Project Lead / Support, VIP Support
Manage the vendor which supports such as workplace PC, Mac, mobile, share drive, Email, Password reset, and other systems.
Conduct special systems migration projects, corporate active directory migration, and project base upgrade services such as windows OS upgrade
Manage Printer service operation (MPS), deployment, and related service in workplace
Direct vendor partners to ensure that standards used as part of their recommendation align with SEA's technology standards.
Manage overall operations and provide directional guidelines for all support locations.
Manage Workplace IPT Solution's vendor
Daily oversight and management of all telecommunication technology vendor partners providing service in the workplace.
Leading work with Samsung's preferred Mobile technology provider and facilities partner to manage all Mobile service projects and day-to-day service in the workplace.
Directing mobile vendor partners to ensure that standards used as part of their recommendation align with SEA's Mobile technology standards.
Daily interaction with multiple vendor partners to ensure that technology solutions do not go offline and cause a disruption to the SEA business (e.g. company issue cell, desk phones, FMC, Polycom, non- restricted corporate line, etc.).
Analyzes weekly and monthly volume reports on usage to make recommendations for changes in plans, employee offerings or price structures.
Manages process for mobility kit and mobile device upgrade; partners with SDSA to manage all request for new, loaner or repair devices or carrier changes
Oversees request for mobile phone carrier changes across the portfolio
Skills:
Ability to manage multiple projects simultaneously.
Strong problem solving and analytical skills, communication skills, organizational and documentation skills.
Effectively deliver presentations across a diverse audience which will include non-technical people.
Have the ability to interact professionally with a diverse group of engineers, managers, vendors and subject matter experts both internally and externally.
Possess and develop servant leadership skills including proactive employee, co-worker and customer working relationships with all appropriate levels within the company. The ability to provide clarification and understanding to influence others in acceptance and approval of ideas and plans.
Effectively deliver presentations across a diverse audience which will include non-technical people.
Education/Experience:
Bachelor's Degree in computer science, information systems, Business Administration, Project management and more than 5 years of related field experiences.
Strong product knowledge with working with IT-Help Desk service, Mobile Carriers business lines and IPT solutions.