Job Details

Job Requisition ID #

24WD79163

Position Overview

ESE are seeking a Site Support Manager to head up our HQ team, reporting to the Technology Site Support Senior Manager. This is an onsite role in the One Market San Francisco location. The Site Support team assists users with their technology queries and supports other teams throughout Autodesk on their projects. Projects may include office relocations, technology roll outs, event support, and Mergers and Acquisitions.

You will be leading a technical support team at world-class level. The team is comprised of local on-site IT professionals who manage day-to-day operations and escalations. The team will support the HQ location and other adjacent regions. The team assists others on projects like technology roll-outs, location-specific support, mergers and acquisitions and large events. The role covers a wide range of areas and your collaboration partners are located throughout the world. The team balances resources, prioritizing IT support operations (ensuring right resources are there when needed like onboarding employees, providing devices). You will work closely with stakeholders to prioritize expectations.

This role reports to Sr. Manager, Technology Site Support and is hybrid in the San Francisco area.

Responsibilities

Team Management

• Lead and manage a team of IT support specialists ensuring SLAs are met
• Provide guidance, coaching, and mentorship to team members
• Set performance objectives and conduct regular performance evaluations

Service Management

• Identify and implement process improvements and efficiencies
• Address escalations through to resolution
• Build relationships throughout the IT organization and the business

Project Management

• Plan, oversee and resource projects. Coordinate with other teams, users and the business to ensure successful outcomes
• Understand customers' needs as well as meeting customers' expectations

Minimum Qualifications

• 3+ years experience leading a distributed and diverse team providing support and may be required to be on-call during specific times/projects.
• ITIL Foundations certification
• Has experience managing and prioritizing multiple projects simultaneously