Job Description
:Deskside Support Regional Manager
The 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.
Responsibilities
Manage and coordinate urgent and complicated support issues
Lead optimization efforts, service integration and service improvement across business units
Act as the escalation point for all Business critical requests and incidents
Train, coach and mentor Support Technicians including career development
Provide data and reporting of KPIs and trends to IT department and others in ad-hoc, weekly, monthly and as needed
Drive optimization efforts by identifying the right problems to solve and actively developing strategies for improvement
Continually analyze support calls to ensure quality of service
Oversee the executive support function and strategy
Develop and maintain procedural documentation to be leveraged by Service Desk and Support Teams
Manage the regional Opex and Capex expenditure
Oversee all process improvements, audit preparation and documentation practices
Build and maintain a solid working relationship with key stakeholders
Vendor relationship management
Manage the Hardware Supply Chain and asset management
Qualifications
8+ years experience working as a technical leader within a large matrixed organization - media focus preferred
Strategic 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 manner
Excellent communications skills including the ability to develop rapport and credibility across the organization, promote ideas and proposals persuasively, and communicate with key stakeholders
Customer-oriented and driven
Quantitative analysis skills, including Excel
Self-starter and ability to operate in an unstructured environment
An ability to work to tight deadlines and within constraints
Job Category:
Deskside Support Regional Manager • Glasgow, GBR
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