**Job Summary:**
The Enterprise Desktop Manger is responsible for overseeing and leading the desktop program for iHeartMedia\. Responsibility includes establishing desktop governance & standards, deployment capabilities and roadmap\. This position is responsible for executive leadership support and must be able to work independently with minimal supervision from Director of End User Services\.
Job Responsibilities:
+ Define and execute the management of the iHeartMedia’s strategic desktop roadmap, including operating system and hardware strategies as well as core supporting tools\.
+ Provide technical direction and advice to senior technology leadership regarding long\-range planning of systems, hardware and tools\.
+ Act as a technical consultant by assigning in leading the creation and implementation of enterprise solutions\.
+ Ability to manage multiple technicians and end user’s expectations\.
+ Responsible for the internal user experience on Windows, Mac OS platforms, phones, tablets, etc\.
+ Take ownership of end users issues and ensure problems are resolved timely
+ Ensure team members are researching, diagnosing, and troubleshooting solutions to resolve end user’s issues\.
+ Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams\.
+ Proactive in communication to end users and technicians as issues arise ensuring prompt and accurate feedback to end users\.
+ Work closely with top management through daily communication\.
+ Ensure proper recording and closure of all issues\.
+ Set the pace and workflow for the entire team\.
+ Manage staff by recruiting, training, and coaching employees, communicating job expectations and appraising their performance\.
+ Manage and support executive leadership team\.
+ Hourly, Daily and Weekly review of all tickets\.
+ Ensure enterprise team metrics meet KPI’s and SLAs while upholding highest level of end users service and satisfaction\.
+ Maintain and optimize client devices asset lifecycle management program
+ Optimize enterprise tools to their full capability\.
+ Be metric driven and deploy shift\-0/left strategies to decrease MTTR, improve KPIs and enterprise desktop metrics\.
**Required Skills:**
+ Demonstrated thorough working knowledge of network and desktop operating systems; including the ability to troubleshoot hardware and software as it pertains to the network and desktop availability required\.
+ Excellent problem\-solving and troubleshooting skills required\.
+ Effective communication skills required\.
+ Excellent end users service and interpersonal skills required\.
+ Ability to prioritize multiple tasks and projects required, along with strong organizational skills required\.
+ Ability to work effectively in a fast\-paced and rapidly changing environment required\.
+ Effective facilitation and project management skills\.
+ Demonstrated ability to lead and motivate a team required\.
+ Passion for IT and eagerness to stay current with changing technology practices
+ Ability to utilize metrics and data to improve service quality and team performance
+ Ability to adapt and promote organizational core beliefs and values
+ Highly motivated self\-starter\.
Required Education/Experience:
+ Bachelor’s degree is preferred\. Any and all degrees must be from a regionally accredited institution of higher education\.
+ Direct supervisory experience coordinating the administration of large desktop environments and technical support teams is required\.
+ Minimum of \(10\) years of hands\-on experience troubleshooting, maintaining and performing computer related repairs and desktop application support\.
+ In depth understanding of Microsoft SCCM, device imaging, zero touch deployments, and desktop patching processes\.
+ Experience with the Casper JAMF suite\.
**Location:** New York, NY: 125 West 55th Street, 10019
**Position Type:** Regular
The Company is an equal opportunity employer and will not tolerate discrimination in employment on the basis of race, color, age, sex, sexual orientation, gender identity or expression, religion, disability, ethnicity, national origin, marital status, protected veteran status, genetic information, or any other legally protected classification or status\.
Our organization participates in E\-Verify\. Click here to learn about E\-Verify\.
Current employees and contingent workers clickhere to apply and search by the Job Posting Title\.
iHeartMedia, Inc\. is one of the leading global media and entertainment companies specializing in radio, digital, outdoor, mobile, live events, and on\-demand entertainment and information services across the nation and providing premier opportunities for advertisers\.