Security Technology Help Desk Manager, Amazon Corporate SecurityJob ID: 2810567 | Amazon.com Services LLC
At Amazon, security is central to maintaining customer trust and delivering delightful customer experiences. Our organization is responsible for creating and maintaining a high bar for security across all of Amazon's products and services. We offer talented security professionals the chance to accelerate their careers with opportunities to build experience in a wide variety of areas including cloud, devices, retail, entertainment, healthcare, operations, and physical stores.
Amazon Corporate Security (ACS) manages all aspects of physical security at Amazon Corporate locations and is a leader in security management, policy, and best practices. ACS is looking for a new team member who embodies the Amazon Leadership Principles of Customer Obsession and Deliver Results, to join our team as the Regional Security Technology Help Desk Lead.
You will join a team of security professionals who are responsible for managing Amazon's Corporate Security programs worldwide. The high-visibility position will report to the Global Security Help Desk Lead. This security professional will be responsible for delivering ACS's promise of a safe and secure work environment for all Amazonians by ensuring our vast ecosystem of connected security devices remains functionally available and accurately programmed. You will be responsible for managing a regional team of help desk professionals who are collectively responsible for the intake of reported device issues and programming requests, triage of those requests, execution of response run books, and engagement of external vendors where necessary.
You will be responsible for developing tactical relationships with internal stakeholders such as Global Real Estate and Facilities, IT, and Corporate Security, as well as external stakeholders including security vendors to execute a unique and exciting help desk program. You will be expected to leverage these relationships to execute responses to issues both routine and unique, and develop processes to efficiently respond to recurring issues.
Key job responsibilities Manage a regional team of help desk professionals located across time zones responsible for responding to security device break/fix issues, preventative maintenance, and system programming updates for over 100,000 connected security devices.Manage the regional vendor responsible for providing staffing for the Global Help Desk, through monthly and quarterly business reviews and ad-hoc communications as needed.Serve as the primary escalation point for regional device issues, responsible for communicating to internal and external stakeholders on the status of resolution to those issues.Ensure the accurate execution of help desk response run books, and provide insights into the ongoing development and evolution of those run books over time.Assist in the development of strategies to help reduce overall issue intake, response, and resolution times while improving device programming accuracy.Provide insights to other ACS teams that will help inform design standards, construction means and methods, and software development that may be used to automate routine tasks. A day in the life
A typical day for this fast-paced role will involve ensuring the success of the regional help desk team and the accurate execution of run books. You may assist with complex device issues or outages, or engage other stakeholders when necessary. You will serve as a key escalation point for regional customer issues, and will be responsible for communicating to those customers clearly and transparently. You will oversee the performance of the regional help desk staffing provider, routinely reviewing work products and providing feedback through regular business reviews. You will provide strategic insights that may influence the structure of vendor contracts.
BASIC QUALIFICATIONS 5+ years of program or project management experienceExperience using data and metrics to determine and drive improvementsExperience owning program strategy, end to end delivery, and communicating results to senior leadership PREFERRED QUALIFICATIONS 2+ years of driving process improvements experienceMaster's degree, or MBA in business, operations, human resources, adult education, organizational development, instructional design or related field
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
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