NBC Universal Global IT Service Desk Manager in Universal City, California

Job Number 32795BR

Job Title Global IT Service Desk Manager

Business Segment Operations & Technical Services

Sub-Business Technology

Posting Category Technology/Engineering

About Us NBCUniversal is one of the world’s leading media and entertainment companies in the development, production, and marketing of entertainment, news, and information to a global audience. NBCUniversal owns and operates a valuable portfolio of news and entertainment television networks, a premier motion picture company, significant television production operations, a leading television stations group, and world-renowned theme parks. NBCUniversal’s policy is to provide equal employment opportunities to all applicants and employees without regard to race, color, religion, creed, gender, gender identity or expression, age, national origin or ancestry, citizenship, disability, sexual orientation, marital status, pregnancy, veteran status, membership in the uniformed services, genetic information, or any other basis protected by applicable law.

Career Level Experienced

Country United States

State/Province California

City Universal City


About the Organization

The IT Service Management organization is a component of NBCUniversal’s Technology organization. The team is responsible for designing, implementing and maintaining many facets of the company’s IT Service Management initiatives, including Event & Incident Management, IT Facilities Management (including Data Center & WAN), Request Fulfillment and Infrastructure Continuity within our Data Centers. The team is focused on ensuring that IT services are delivered & supported effectively & efficiently, with a primary emphasis on providing proactive & “first time right” operational services. This includes fulfilling user requests, resolving service failures, fixing problems as well as carrying out routine operational tasks for our business organizations.

About the Opportunity

The IT Global Service Desk Manager will provide oversight to the Service Desk staff ensuring overall efficiencies, support, and solutions for clients end users. Managerial responsibilities include incident prioritization, resolution of end user requests, ITIL change management best practices, and socialization of these procedures to IT and supported end users. This person will manage a service desk team providing support for end users and provide a consistent approach to level one incident resolution. Solutions will encompass problem resolution via phone, web, email, and remote control, for various business applications, desktop/laptop computer, mobile devices, VPN, and other general IT related tasks to ensure the highest possible uptime for our end users.


Essential Functions

  • Lead and manage an On-Shore Service Desk organization to ensure team and individual performance levels consistently meet or exceed the needs of clients/users.

  • Oversee all Service Desk activities and respond to escalated service desk incidents and requests. Oversee incidents and requests including, but not limited to, the following:

  • Windows and Mac-based hardware and software

  • Telephony

  • Account creation

  • Network and wireless connectivity

  • iOS and Blackberry devices

  • Video/Chat Conferencing

  • Ensure working practices and processes are standardized and repeatable to support Service Desk activities.

  • Monitor and evaluate key performance indicators, taking action to meet and maintain Service Desk goals, objectives, and Service Level Agreements.

  • Monitor recorded and/or live calls from end users in order to ensure and improve quality of service.

  • Ensure incidents and service requests are managed effectively to Service Level Agreements.

  • Ensure Key Performance Indicators are achieved or exceeded.

  • Ensure incidents levels and associated mean time to restore are continually being driven down via documentation creation within a knowledge base, education/training of service desk representatives and/or process enhancements.

  • Complete staff reviews and appraisals, and develop personal development plans.

  • Ensure upwards and downwards communication takes place regarding Service Desk activities.

  • Oversee management of on-shift and off-shift staff rotation to ensure continuity of service for customers.

  • Provide Service Desk reporting to Executive Management within established intervals.

  • Facilitate and lead team meetings.

  • Ensure personnel receive consistent training through both formal and informal training programs.

  • Lead/participate in vendor management initiatives with a primary focus on continuous improvement of vendor service desk personnel and process enhancements.

  • Establish and maintain effective working relationships within the Technology organization.

  • Perform special assignments as required by the Director of On-Shore Service Desk and/or leadership team.

  • Provide a strategic plan for development and maintenance of proper service/help desk procedures.

  • Develop methodologies for increased first call resolution building strong relationships within IT and knowledge base build out.

  • Manage the processing of incoming calls to the service desk ensuring courteous, timely and effective resolution of end user issues.

  • Meet with business and IT leaders to continuously improve the customer experience through the service desk.

  • Develop and provide accurate business and IT service level agreements (SLA) and metrics including response time, first call resolution, individual and team statistics.

  • Be an active member of the Technology Standards Council to develop refined infrastructure standards, processes, and practices to be used globally.

  • Implement with other IT Client Service teams ticketing systems that will accurately capture all work performed.

  • Ensure and maintain all service tickets in appropriate ticket queues.

  • Dispatches appropriate technical or professional service technician.

  • Conduct performance appraisals including career development, merits, bonuses and disciplinary actions if needed.

Desired Characteristics

Basic Qualifications

  • Bachelor’s degree in Computer Science or equivalent with a minimum of 3 years work experience working on an IT service/help desk or Associates degree in a technical discipline with a minimum of five years’ hands on experience working on an IT service/help desk.

  • Must be a detail-oriented self-starter with minimal supervision.

  • Proven troubleshooting and diagnostic skills.

  • Demonstrated leadership ability during high pressure situations.

  • Strong customer communication skills (interpersonal/oral/written) with an ability to communicate complex technical design concepts and translate into non-technical business solutions.

  • Advanced knowledge and proven record deploying and supporting Microsoft Windows (XP and above) and Office (2003 and above).

  • Proven knowledge and illustrated deployment and support of Apple OS X (10.5 and above) and basic applications.

  • Good understanding of and practical deployment experience of mobile messaging devices including Blackberry, iOS, Windows Mobile, and Android handhelds and tablets.

  • Basic understanding of the following protocols and networking services: TCP/IP, DNS, and DHCP. Desired Characteristics

  • Illustrated knowledge and competency of recent workplace technologies

  • Comfortable creating and leading end-user technical training

  • Applicable technical certifications (including, but not limited to, ITIL, HDI, Microsoft, Apple)

  • Hands on exposure to ITIL SLA/KPI Reporting for Service Desk metrics and ability to analyze ticket trends and own improvement actions. Eligibility Requirements

  • Interested candidates must submit a resume/CV online to be considered.

  • Must be willing to travel and work overtime, and on weekends with short notice.

  • Must be willing to take drug test and submit to a background investigation.

  • Available 24/7/365 excluding pre-approved exceptions.