Onsite Tech Support Manager

About the role

Publicis Re:Sources, the shared service arm of Publicis Groupe, is looking for an Onsite Tech Support Manager in Irving, Texas. The manager oversees a multi-regionally based onsite tech support team made up of Team Leads, Associates, Senior Associates, interns and consultants, and sets technical priorities, standards and procedures while ensuring adherence to policy.

Key responsibilities

• Manage incidents and crises, act as an escalation point for IT and business issues, and handle AV issues for on-site equipment such as boardroom AV and event support
• Hire and terminate staff, recommend promotions and organizational changes, and plan team capacity
• Coach and mentor team members, write performance evaluations, and prepare regular analyses of key metrics
• Work with third-party vendors to fill positions and ensure project deliverables stay on time and within budget
• Help develop long-range technology strategy, assess the impact of new solutions, and make recommendations to the business and Re:Sources
• Communicate team status to business staff and IT management, manage customer expectations, and help write policies and procedures
• Approve change controls through the Service Now ticketing system and train groups on new IT solutions
• Identify process improvements and keep up with technology changes through training, conferences and product evaluation

Required profile

• Bachelor's degree from an accredited university, preferably in Computer Science, Information Systems or an equivalent program, or a proven track record of IT experience
• Minimum 6 years of IT experience and 3 years of IT management experience
• Experience managing an IT operations team and a portion of an IT budget
• Experience implementing ITIL best practices and managing projects with business sponsors and stakeholders
• Flexible schedule, availability after hours by cell phone, and willingness to travel locally and occasionally to other sites

What we offer

• Salary range of 80-90K per year
• Benefits including medical, dental, vision, retirement (401k), wellness and other employee programs