Summary:As the Supervisor Technology Infrastructure & Service Desk you will Plan /organize/ supervise and coordinate the activities of reporting staff to facilitate the uninterrupted and efficient operation of organizational services operating on a twenty-four hour, seven day a week schedule. Providing technical guidance and assigning day-to-day activities to the team.
The individual is also responsible for expanding the knowledge of the Technology Support teams and will provide first-line support for all Al Jazeera user-base for user-facing hardware, software, desktop, enterprise and broadcast applications.
Only candidates based in US will be considered for this role.
Key Responsibilities:
Provide the technical leadership to help the team move forward with agreed designs and solutions.
Supervise initiatives and projects consisting of design and development for complex products and platforms, including solution design, analysis, testing, and integration.
Provide support & feedback on project status, milestones, and risks.
Supervise activities related to the infrastructure operations. This includes evaluating and selecting hardware and software products, implementing and integrating these products into comprehensive solutions to meet the business requirements.
Provide specialized technical expertise in researching and resolving complex technology network infrastructure problems which may involve coordination of hardware and software vendor support.
Ensure compliance with procedures, techniques, and requirements for maximum performance and availability of infrastructure.
Supervise conducting implementations, conversions, and upgrades in a manner consistent with the Standard Operating Procedures within company maintenance windows; including change management procedures.
Supervise delivering infrastructure diagrams, documentation, standard operation document and internal technical support training to successfully sustain and continuously improve the environment.
Providing technical supervision, consultations, implementations, design, reporting and troubleshooting support.
Supervise performing and providing design optimization and recommendations to include planning and managing scalability, redundancy and capacity (logical and physical).
Manage Support team and mobile end-user support staff in a highly complex global broadcast and IT multimedia environment which provides for a unified single-point of contact for all IT and Broadcast-related support requests.
Define/Refine KPIs/SLAs, measuring performance, and driving customer satisfaction through ongoing and reporting feedback
Oversee all Technology Support team activities and respond to escalated incidents and requests including devices, services, and connectivity
Ensure that the support for On-Air systems and core business applications (iNews, NewsBrowse, Outlook, Telephone Systems, newsfeed, etc…) are completed and in stable working condition.
You Will Have:
Bachelor or higher in IT, Computer Science or related field or exceptional prior experience
10+ years in IT and Technology domain; 6+ years in similar role preferred
Knowledge on IT operations and support organizations, Cross Department Knowledge and IT Platforms and Technologies