HarperCollins Publishers

Director, End User Computing

US-NY-New York
Category
Systems

Overview

HarperCollinsPublishers1

 

Director, End User Computing

 

HarperCollins Publishers is seeking a proactive and influential leader to oversee the day-to-day management of all end-user technologies, resources, and management of divisional desktop technical support staff located in ten satellite offices throughout North America. This individual will take a leadership role in developing relationships and acting as the liaison between business unit stakeholders, engineering and technology partners. The ideal candidate will have hands-on technical knowledge with the ability to motivate team members in the evolution of end user tools and will be able to provide overall leadership and coordination for the deployment and support of all desktop computing products with a special emphasis on Collaboration Technologies. The position reports directly to the Vice President Infrastructure and Technical Services and is based in the HarperCollins NYC Corporate Headquarters.

Responsibilities

  • Manage, mentor and develop high performance teams of technical support analysts across North America with direct supervision of three desktop managers
  • Ensure all customer issues and inquiries are accurately recorded in the service desk ticketing system, prioritized, assigned, and ultimately resolved in a timely fashion
  • Monitor and manage the ongoing status of open issues and takes appropriate action to reassign workload based on service levels and shifting business priorities
  • Manage various projects; under the direction of the Technology Engineering team, direct desktop support teams to assist in network, desktop, and voice related projects of various scope
  • Contribute to supporting the technical infrastructure including physical and virtual servers, the wide/local area network, the IP telephony infrastructure, and video conferencing end points
  • Liaise with the Corporate IT business teams to ensure equipment and software procurement is accurately forecasted and executed in a timely manner to satisfy the lifecycle policy for desktop equipment
  • Maintain policies and procedures for effective management of the computing assets including acquisition, deployment, utilization, de-installation, reallocation, and disposal of over 2,500 desktop computers
  • Act as an advocator of all end user products, while collaborating with the Technical Trainer to develop various training modules

Qualifications

  • A minimum of 10 years’ management experience in a technical customer support orientated role with a bachelor’s degree in Computer Science or equivalent level of experience
  • 5 years of setup, configuration, and troubleshooting of Window and MAC desktop/notebook hardware, network configurations, Microsoft Operating systems, MS Office products, and mobile device technology
  • Expertise in the following areas:
    • Asset management or coordination
    • Gathering detailed hardware and software inventories to develop and maintain cost effective asset management programs
  • Strong organizational, presentation, and interpersonal skills; must be able to effectively communicate technical information to IT staff and all levels of the business
  • Effective leadership; ability to influence change through strong collaboration and teamwork
  • Project management and managerial experience
  • Hands on technical expertise with end user equipment and software tools (e.g. desktop computers, laptops, tablets, peripherals, and audio/ video conferencing).
  • Strong understanding in each of the following technologies, a plus: 
    • Service desk systems, i.e. Remedy Force Remedy on Demand and/or associated ticketing tools
    • Remote desktop patching, software delivery, and imaging tools (e.g. Casper (JAMF) and Microsoft SCCM)
    • Microsoft Windows and Apple (OSX) desktop technologies, tablets, and mobile devices, Active Directory, GPO, DNS and DHCP and Active Directory Domain concepts
    • Cisco networking, Cisco IP telephony and Cisco video conferencing systems
    • Collaboration tools (Cisco Jabber, WebEx, Skype for Business, etc.)
    • Office 365 and the entire Microsoft software productivity suite.
  • Occasional travel to Princeton and Scranton office locations, dependent upon business needs

 

Please note that HarperCollins Publishers does not accept resumes from agencies unless our Human Resources department has authorized in writing a specific agency to submit resumes for a specific position.  Therefore, if an agency submits a resume without Human Resources’ prior written approval to do so, the individual identified on that resume will not be considered a candidate presented by your company.

 

HarperCollins Publishers is an Equal Opportunity Employer.

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