It Office Manager Jobs

Essential Functions:

• Service Management
• Management of office-based IT budgets in line with global budgeting and invoice processes
• The delivery of office-based IT support services (Deskside, Printer, Telecoms and Audio Visual where appropriate) in line with global standards and as required by the business
• Desktop and Laptop Procurement
• Printer Support
• Ensure the local customer services teams adhere to relevant ITIL service management and departmental governance
• Management and control of office-based IT inventory
• Audio/Visual Conference Support
• Management of local IT support resources where appropriate
• Escalation and management of office-based issues to ensure optimal IT service delivery across the range of services defined within the IT Service Catalog
• Act as the 'voice' of the offices within the IT department ensuring that local offices needs/concerns are kept in focus for regional/global IT management
• Undertake all relevant managerial responsibilities including mentoring, recruitment, training, appraisals, reward reviews and performance management
• Development of office-based business relationships with key stakeholders
• Mobility Soft Touch Support
• 'Smart Hands' Infrastructure Support
• Work with the global customer services management team on projects and act as the primary communication resource when required
• Ensure optimal service delivery at a local and remote level for the following services in accordance with technical and strategic guideline set by the Global Service Managers and as defined within our global IT Service Catalog;
  • Desk-side Support
  • Printer Support
  • Telephony Support
  • Audio/Visual Conference Support
  • Mobility Soft Touch Support
  • Desktop and Laptop Procurement
  • Service Management
  • Supplier Relationship Management
  • 'Smart Hands' Infrastructure Support
• Provide proactive communication via recognized channels (email, What's new, Yammer, Global Net Plus)
• Desk-side Support
• Telephony Support
• Ensure timely communications for office impacting outages are sent from the appropriate service owners
• Supplier Relationship Management
• Provide leadership and guidance as part of the regional customer services team in support of other ITIL/service management initiatives
• Mobilize departmental resources to support project activities

Business Relationship Management:

• Performs other duties as assigned or required to meet Firm goals and objectives
• Attend user groups independently or with senior managers as required
• Work with the local office Directors of Administration (as needed) on implementation strategies affecting their user population and gather input on all related issues of concern while prioritizing issues in progress
• Ensure good proactive working relationships are maintained between your team and other teams within the IT Department and the users
• Liaise between Firm management, sponsors, users and other IT personnel to communicate issues regarding overall operations status, operations strategy and plans
• Meet with key business stakeholders and relevant partners on a bi-monthly basis to ensure IT service delivery is aligned to local business requirements

• Bachelor’s degree in the field of Computer Science or Information Systems but will consider equivalent, relevant work experience

• Experience managing teams
• 2+ years of project planning, implementation and management
• Experience working within a Customer Services/IT Support Management role.
• At least 5 years working with high performance client support departments including help desk and training departments
• At least 5 years related work experience, preferably in professional services

• 3+ years of general networking (Full OSI model).
• Proficiency in Microsoft Office products
• Competent to handle complex problems concerning systems operations and monitoring.
• Requires strong knowledge of server and desktop processing/operating systems that enables them to work at the highest level of all computer operations phases.

• Strong attention to detail, organizational skills and the ability to handle multiple projects
• Must be a self-starter with a high level of initiative
• Ability to work in a diverse team environment and effectively support the demanding needs of the Firm
• Exercises solid strategic thinking and problem-solving skills
• Ability to work under pressure, meet deadlines with shifting priorities
• Strong written and verbal communication skills, able to communicate effectively and in a professional manner with all levels of the Firm and outside vendors
• Maintains confidentiality and exercises discretion
• Strong customer service skills, able to anticipate needs and exercise independent judgment

• Conducts analysis of staffing levels and participation in the recruitment process
• Operational budget analysis and recommendations
• Manages processes for direct reports in regards to performance appraisals, annual compensation, goal setting and performance counselling
• Demonstrated leadership and supervisory experience
• Process and service-oriented with strong leadership and project management skills
• Able to determine and implement change processes to improve workflow efficiencies
• Able to set priorities and delegate in an efficient manner

• May require occasional lifting of up to 20 lbs.