Senior Manager, Workplace Technology Support

OVERVIEW OF THE COMPANY

Fox Corporation

Under the FOX banner, we produce and distribute content through some of the world's leading and most valued brands, including : FOX News Media, FOX Sports, FOX Entertainment, FOX Television Stations and Tubi Media Group.

We empower a diverse range of creators to imagine and develop culturally significant content, while building an organization that thrives on creative ideas, operational expertise and strategic thinking.

JOB DESCRIPTION

A SNAPSHOT OF YOUR RESPONSIBILITIES

• Plan, organize and manage outsourced Service Desk staff to assure appropriate coverage to meet business needs and Service Level Agreements (SLAs) and to achieve excellence in customer service and satisfaction.
• Develop, implement and continually refine and improve Workplace Experience at FOX via in-person or remotely while collaborating with internal and external teams.
• Identify technology gaps and research and evaluate potential solutions.
• Develop, implement and continually refine and improve incident and service catalog to align Deskside and Service Desk operations with best practices.
• Overseeing 3rd Party vendors who support Workplace technologies and experience at FOX.
• Addressing performance in these areas triage, response, resolution, escalation and communication of all Workplace Technicians.
• Coordinate with other technology departments and business stakeholders on technology deployments, system upgrades and maintenance outages.
• Facilitate the continual development of support knowledge, and the overall process of standardizing across all teams.
• Assist with inquiries and escalations as needed.
• Review and analyze trends in support ticket metrics to improve overall Workplace experience.
• Identify areas for automation to leverage automated "HelpBot" technology to improve self-serve IT workflows.
• Encourage communication of new ideas, solutions, suggestions and problems. Review for appropriate action or implementation.
• Participate in continuous learning and professional development.
• Perform other duties as assigned.
• Promote the use of the FOX Tech Help Bar in locations that have one, ensure technicians can help with collaboration tools, all types of laptops and mobile phones

WHAT YOU WILL NEED

• Bachelor's degree in computer science or related technical field.
• Relevant technical and process knowledge - ITIL is preferred.
• Direct experience of managing IT Operations and Helpdesk in an enterprise-scale, geographically distributed environment.
• Management / supervisory experience with teams in size of 20 to 30 service desk and deskside staff.
• Working knowledge of Network and Systems operations (NOC), service-desk software (Service Now is preferred), monitoring and automation.
• Proficiency in the use of Microsoft Office productivity suite (Outlook, Word, and Excel).
• Experience with technology implementations and upgrades, particularly support transition to the Service Desk.
• Excellent communication skills, both oral and written, with the ability to communicate effectively to customers, peers and non-technical management.
• Experience implementing event management, incident management, problem management, change management, backup and recovery, and disaster recovery.
• Excellent customer service and interpersonal skills and experience training staff accordingly.
• Demonstrated logical thought processes, must have the ability to quickly learn new technologies, systems, concepts and procedures, and ability to utilize reports and data to improve operational results.
• Outstanding organizational skills.
• Ability to make quick operational decisions and sustain productivity among competing projects and schedules.
• Strong project management skills with the ability to manage multiple projects and prioritize activities in accordance with available resources and stakeholders
• Exceptional leadership skills, including the ability to supervise, lead, coach, motivate and work through others to achieve desired results.

Certifications

ITIL V3 certification.

Mobility

• Must be able to travel to 3rd party locations and other FOX locations in the USA.
• Must be able to lift 25 lbs.
• Mobility within the office including movement from floor to floor, location to location.

Ll-Hybrid

Learn more about Fox Tech at https : / / tech.fox.com

foxtech

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, gender identity, disability, protected veteran status, or any other characteristic protected by law.

We will consider for employment qualified applicants with criminal histories consistent with applicable law.

At FOX, we foster a culture and environment where everyone feels welcome and can thrive. We are deeply committed to diversity, equity, and inclusion, including attracting, retaining, and promoting diverse talent across our company.

We live in a diverse world, with different ideas and different perspectives that come together to spark new ideas and make great things happen.

That means reflecting the diversity of the world around us is critical to our company's success. We ensure that our viewers, communities and employees feel heard, represented, and celebrated both on screen and off.

Click here to learn more about the diverse communities of people behind our brands.

Pursuant to state and local pay disclosure requirements, the pay range for this role, with final offer amount dependent on education, skills, experience, and location is : $106,000.

00-165,000.00 annually for California. This role is also eligible for an annual discretionary bonus, various benefits, including medical / dental / vision, insurance, a 401(k) plan, paid time off, and other benefits in accordance with applicable plan documents.

Benefits for Union represented employees will be in accordance with the applicable collective bargaining agreement.

View more detail about FOX Benefits.