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Culver City

    Manager, IT Support - Culver City, United States - Jazwares

    Jazwares
    Jazwares Culver City, United States

    4 weeks ago

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    Description

    At Jazwares, we believe an innovative idea can come from anywhere, and anyone. We work collaboratively to achieve our goals and we have fun doing it Jazwares, a Berkshire Hathaway company, is a leading global toy manufacturer with an award-winning, robust portfolio of wholly owned and licensed brands. Founded in 1997, Jazwares celebrates imaginative play with a progressive focus on identifying new and relevant trends to transform into high-quality products for consumers of all ages. Jazwares engages consumers through innovative play experiences with popular brands such as Squishmallows, Pokémon, Star Wars, CoComelon, Fortnite, AEW, Adopt Me, Hello Kitty, and many more. In addition to toys, offerings also include Metaverse gaming, costumes, and products for pets. Headquartered in Sunrise, Florida, Jazwares has offices worldwide and sells its products in over 100 countries.

    What you'll be doing:

    The Manager of IT Support plays a vital role in maintaining a productive and efficient IT support function within the company. As the Manager of IT Support, you will lead a team of IT support specialists and engineers, ensuring that end users receive timely and effective technical assistance while maintaining an elevated level of customer satisfaction. You will also ensure the efficient operation of all technology systems. Your technical expertise, leadership, and problem-solving skills are essential in this role.

    • Provide advanced technical support and assistance to end users, including troubleshooting hardware and software issues, managing users accounts, and resolving technical problems
    • Provide technical support to employees experiencing issues with A/V and web conferencing solutions
    • Maintain and update documentation on A/V and web conferencing solutions
    • Work with vendors to resolve A/V and web conferencing issues
    • Stay up-to-date on the latest A/V and web conferencing technologies
    • Oversee the IT support ticketing system, ensuring timely response and resolution of support requests
    • Manage and oversee a team of IT support staff
    • Set and achieve IT support team goals
    • Promote a culture of excellent customer service within the IT support team, ensuring that end users' needs are met effectively and professionally
    • Keep the team updated on recent technologies and best practices
    • Develop and implement IT support policies and procedures
    • Maintain accurate records, knowledge bases, and documentation to improve issue resolution efficiency and provide resources for the IT support team
    • Manage and track IT assets and inventory, ensuring efficient procurement and disposal processes
    • Promote and enforce IT security policies and practices among the support team and end users, with a focus on data security and compliance
    • Prepare and deliver regular reports on IT support team performance, key metrics, and improvement recommendations
    • Budget and manage IT support resources
    • Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary
    • Performs other duties as assigned
    Manages People: Yes
    • Lead and mentor a team of IT support specialists, fostering a collaborative and customer-centric work environment
    • Set performance expectations and conduct regular performance reviews
    • Identify training needs and coordinate training sessions to enhance the skills and knowledge of IT support staff
    What we look for:
    • Bachelor's degree in information technology, computer science, or related field preferred
    • 5 + years of experience in IT support
    • 3 + years of experience in a formal leadership role
    • 2+ years of experience supporting A/V and web conferencing solutions
    • Strong understanding of A/V technology and web conferencing platforms
    • Excellent communication skills, written and verbal
    • Strong technical skills in hardware, software, operating systems, and networking
    • Proficiency in IT service management and ticketing systems
    • Excellent problem-solving and troubleshooting skills, with the ability to address complex technical issues
    • Effective communication and interpersonal skills, with a focus on delivering exceptional customer service
    • A proven track record of success managing infrastructure and delivering projects
    • Ability to work independently and as part of a team
    • Able to prioritize relationship building and use their influence to ensure our teams maintain a customer focused, solution-oriented mindset.
    • Interest and ability to coach and mentor direct reports and supporting IT staff.
    Preferred Qualifications
    • 3+ years of experience with IT infrastructure and operations management
    • 2+ years of experience with IT service management (ITSM) and ITIL best practices
    • Experience implementing and administering Google Meet hardware
    • Experience with Solstice Pods
    • Experience with Crestron Conferencing
    • Experience administering Zoom and Zoom Webinars
    • Any Microsoft certification (MCSE, MCP)
    • Any Cisco certification (CCNA, CCNP, CCNP Security, Azure Administrator Associate)
    • Any CompTIA certification (CompTIA A+, CompTIA Network+, CompTIA Security+)
    • ITNL certification
    • Knowledge of IT security principles and practices
    • Experience in a global company
    • Multilingual a plus
    Working Conditions:
    • Environment: Office
    • Extreme Exposures: None
    • Schedule: Typically requires regular office hours
    • Physical Requirements: Lift up to 25 lbs. Must be able to stand, walk, sit, hear, and see frequently
    • Travel Required: Yes – occasional travel will be required
    This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.

    Salary range for this position: $122, $130,000.00 /Yr. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector, and geographic location. The successful candidate may also be eligible for an annual discretionary incentive compensation award. Jazwares offers a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Flexible Spending Accounts, Insurance, Disability and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our employees.

    JAZWARES is an equal opportunity employer and does not discriminate in employment on the basis of race, color, sex, religion, national or ethnic origin, citizenship status, ancestry, disability, age, military status, marital status, sexual orientation or any other characteristic protected by law.
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