IT Services Manager

Amazon.com - Seattle, WA3.6

30+ days ago
Job Description
At Amazon, we strive to be Earth's most customer-centric company where people can find and discover anything they want to buy online. We hire the world's brightest minds, offering them an environment in which they can relentlessly improve the experience for customers.
The Global IT organization supports Amazon employees through the implementation of technology solutions including desktop productivity tools, systems and network infrastructure, and corporate business systems.
Amazon is searching for a Seattle-based operational leader to manage a team of IT support engineers who provide chat, phone or hands-on support to corporate employees. In collaboration with their Global IT peers and leadership, this individual will drive IT service excellence, productivity and standardization across the team.

Responsibilities include:
Directly manage a group of IT engineers who provide chat, phone and/or hands on IT support services to Amazon employees
Contribute to an organization that can support and sustain growth and customer need
Lead the team effectively through change to consistently achieve operational excellence targets, maintain high customer satisfaction and a great IT experience for Amazonians
Personally provide technical support services to ensure all IT equipment and infrastructure is running at optimal performance, and Amazon employees have the IT support required to enable their day-to-day work
Mentor and collaborate with team members and IT peers around the globe at all levels, raising the bar in both technical and non-technical aspects of the role
Initiate, lead and support projects and initiatives, including prioritization of engineer workloads to ensure project delivery
Create, write, and review standards and documentation.
Basic Qualifications
3+ years of hands-on computer support experience
2+ years of experience leading engineers in the delivery of IT services in complex organizations
An ability to think creatively and apply strong analytical and problem solving skills, driving issues to resolution
Proven ability to provide excellent customer service in high-pressure environments while successfully handling multiple competing priorities.
Strong attention to detail and excellent written and oral communication skills
Ability to effectively influence, negotiate, and communicate with internal and external business partners, contractors and vendors to get things done
Strong experience in at least two of: Windows, Linux and Macintosh operating systems
Ability to identify and resolve hardware and software issues on laptop and desktop devices
Basic knowledge of core network technologies (DHCP, DNS, etc.)
Strong communication skills and the ability to work effectively with people at all levels both technical and non-technical.
Preferred Qualifications
Bachelor's degree in computer science or IT related field
Certification, or further education in a related technical field
3+ years hands on support experience with audio visual technologies (e.g., video codecs, audio DSP’s, and touch panel interfaces such as Crestron and AMX)
Scripting experience to automate processes
Familiarity with Active Directory, LDAP, print servers, SharePoint, Casper, and/or SCCM; iOS and Android mobile platforms; VOIP/SIP telecom technologies
Ability to lift 50+ pounds
Experience in lean, six-sigma, process improvement
Experience in systems or network engineering
Experience in planning and delivery of IT integrations of acquired companies a plus