Deskside Support Regional Manager

Deskside Support Regional Manager - News CorpThe Regional Manager will play a critical role in organizing and integrating the NewsTech shared technology services model across several News Corp business units including, NewsUK, Dow Jones, HarperCollins, OPIS, Sun, and Storyful.The individual in this position will be responsible for developing and managing a best in class IT Support function - ensuring that a premium level of technical support and customer service is provided across the organization. This individual will also be responsible for measuring and reporting against predefined Service level agreements (SLAs) and Key Performance Indicators (KPIs).This role requires a technology enthusiast with strong relationship-building skills who can effectively organize a team of experts to meet company needs and make decisions that support NewsTech’s mission. The position will be based out of three possible locations: Glasgow, Spain, and Barcelona. Travel to all of the regional offices is required.ResponsibilitiesLead and motivate Support Technicians to ensure that the overall output and quality of service meets business requirements and aligns with pre-defined SLAsManage and coordinate urgent and complicated support issuesLead optimization efforts, service integration and service improvement across business unitsAct as the escalation point for all Business critical requests and incidentsTrain, coach and mentor Support Technicians including career developmentProvide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as neededDrive optimization efforts by identifying the right problems to solve and actively developing strategies for improvementContinually analyze support calls to ensure quality of serviceOversee the executive support function and strategyDevelop and maintain procedural documentation to be leveraged by Service Desk and Support TeamsManage the regional Opex and Capex expenditureOversee all process improvements, audit preparation and documentation practicesBuild and maintain a solid working relationship with key stakeholdersManage the Hardware Supply Chain and asset managementQualifications4 year Bachelor's degree in a business or technical major, or related field or equivalent experience8+ years experience working as a technical leader within a large matrixed organization - media focus preferredStrategic and analytical thinking, strong capability of project management and problem-solving skills, sound judgment and a willingness to resolve issues and problems in a timely mannerExcellent communications skills including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholdersCustomer-oriented and drivenQuantitative analysis skills, including ExcelSelf-starter and ability to operate in an unstructured environmentAn ability to work to tight deadlines and within constraintsJob Category:News Corp is a global, diversified media and information services company focused on creating and distributing authoritative and engaging content to consumers throughout the world. The company comprises businesses across a range of media, including: news and information services, book publishing, digital real estate services, cable network programming in Australia, and pay-tv distribution in Australia.Headquartered in New York, the activities of News Corp are conducted primarily in the United States, Australia, and the United Kingdom.For any questions or concerns on our website, please contact #####.
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