IT/Service Desk Manager

IT Manager page is loaded## IT Managerlocations: Mexico City, Mexicotime type: Full timeposted on: Posted Yesterdayjob requisition id: R-16705**Your Role**The IT Manager is responsible for managing IT operations in a Gensler office, with oversight over one or more satellite office.Daily Operations responsibilities consist of managing team members and processes, which touch Gensler’s Messaging, Network (LAN/WAN), VoIP, Server and Workstation functional areas. Management operations include daily management of IT staff and the expectations of anywhere from 250 to 300 end-users. Standards adherence is done in a collaborative and active interaction in conjunction with the Regional IT Director. Active participation in the development, deployment and adherence to standards is required and will be monitored.**What You Will Do**The IT Manager will establish goals and develop project plans in support of objectives in their office and region, monitor and report on progress in completing projects and accomplishing goals, and establish, communicate and interpret changes in guidelines, policies, procedures and other related matters to the Regional IT Director. Actively communicate with leadership, Office and Studio Directors and end-users to inform, educate and monitor technology innovations, adoption, usage and satisfaction.Service Desk Management* Manage incident support groups.* Review Incidents exceeding target resolution times and escalate as appropriate.* Review previous day’s Customer Survey results.* Review Service Desk Dashboard reports.* Review daily service desk activity reports.* Review incidents with 30 days of no activity.* Review monthly service desk performance report, make adjustments as required.* Manage escalations to ensure Sev 1 and 2 tickets are resolved within SLAs.Administration and Personnel Management* Review and approve team member timesheets.* Attend recurring teleconference/videoconference meetings.* Conduct mentoring sessions with team members monthly Personal Development.* Program sessions with team members.* Assure adequate training and application of standard operations and procedures.Data Integrity* Monitor the data integrity process, backup, restoration and archiving.* Perform periodic restores and recoveries to test procedures.* Monitor the health of data storage equipment to ensure reliability.Asset Management* Manage current assets and asset allocations (inventory control).* Manage local budget, procurement, and disposal processes.* Track software licenses & confirm utilization.* Procure, install, move, de-install all PCs and workstations.* Costa Rican Free Trade Zone (Zon Franca) processes.Infrastructure Management* Supervise the deployment of IT Infrastructure equipment, services, or solutions.* Manage the changes to the IT Infrastructure with the Firmwide functional teams.* Evaluate proposals of suppliers of IT equipment, software, telecommunications and other services ensuring that all business and IT requirements are satisfied.* Supervise preventive and corrective maintenance of Infrastructure equipment.* Take ownership of efforts to ensure IT Infrastructure maintains 99,5% high availability.Project Management* Plan, develop and maintain a running list of IT tasks and projects across the region.* Assign tasks to IT Support Specialists and follow up as appropriate Periodic status reports and meetings Drive the adoption of SCRUM methodology with Azure DevOps.Standards Development* Participate in firm-wide workstation and server taskforces.* Deploy standards within timetables agreed upon by corporate IT Directors.* Keep the office in compliance with standard processes and procedures.* Assist in developing standard processes and procedures with Firmwide IT.**Your Qualifications*** Bachelor's degree in related field with additional domain-specific training.* Project Management training required.* Scrum Master certification is a plus.* ITIL v4 Certification is a plus.* Minimum 10 years of experience in management experience in an IT operations capacity in the professional services, advertising, architecture, or legal environments or similar.* Minimum 5 years of experience managing people is required.* 100% bilingual English/Spanish, well written with excellent verbal communication skills.* Experience working with and managing geographically diverse operations.* Background in matrix and traditional management styles is essential.* Proven capabilities in mentoring and developing staff required.* Mastery of Windows Server products and IP networking technologies.* Ability to work with customers in a way that drives high customer satisfaction and increased engagement.* Ability to prioritize and execute tasks in a high-pressure environment and make sound decisions in emergency situations.**Life at Gensler**At Gensler, we are as committed to enjoying life as we are to delivering best-in-class design. From curated art exhibits to internal design competitions to “Well-being Week,” our offices reflect our people’s diverse interests.As part of the firm’s commitment to licensure and professional development, Gensler offers reimbursement for certain professional licenses and associated renewals and exam fees. In addition, we reimburse tuition for certain eligible programs or classes. We view our professional development programs as strategic investments in our future.At Gensler, the value of our work stems from its positive impact on the human experience. We are a dynamic and collaborative design firm uniting creativity, research, and innovation to solve complex problems for our clients. Our work challenges conventional ideas about architecture and the built environment. We aren’t just designing buildings—we are reimagining cities and places that make a difference in people’s lives.Founded in 1965, Gensler has built a team of 6,000 professionals who partner with clients in over 100 countries each year. Everything we do is guided by our mission: to create a better world through the power of design.**NOTICE TO APPLICANTS**We are proud to be an Equal Employment Opportunity and Affirmative Action employer of choice. All aspects of employment decisions will be based on merit, performance, and business needs. We do not discriminate on the basis of any status protected under federal, state, or local law. Individuals with disabilities and protected veterans are encouraged to apply. We also consider qualified applicants with criminal histories consistent with applicable federal, state and local law. See also , and , as required by law.Gensler endeavors to make gensler.com/careers accessible to all applicants. If you need assistance or an accommodation due to a disability, you may contact us.Regarding Gensler’s approach to recruiting new talent, we will never ask an applicant for sensitive or personal financial information during the recruitment process. We advise all applicants seeking employment with Gensler to review available information on . Anyone who suspects that they have been contacted by someone falsely representing Gensler should email info@gensler.com.
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