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Senior Manager, Onsite Technical Support

Company: Marsh McLennan
Location: Los Angeles
Posted on: January 16, 2022

Job Description:

Marsh McLennan is seeking candidates for the following role:Senior Manager, Onsite Technical Support - West RegionLocation: LA/SFWhat can you expect?

  • Manage and map stakeholder engagement
  • Meet with office leadership/key stakeholders on a regular basis
  • Ensure materials are prepared for meetings and discussions are documented
  • Participate in local offices Leadership meetings as appropriate
  • Provide expert advice and consultation to colleagues
  • Collaborate with peers /Senior Managers to define, enhance, improve and adhere to defined processes
  • Conduct, periodic reviews to ensure compliance with regulatory guidelines, IT/operating company policies and best practices within IT industry standards including reducing risk in the environmentWhat is in it for you?
    • Work for a global company with excellent benefits and a dynamic culture
    • Excellent growth/advancement opportunity
    • Work with collaborative, intelligent, solutions-focused colleagues who truly care about the work, and each other, while maintaining work-life balance We will count on you to:
      • Manage a total staff of 18 people - develop and ensure a high performing team
      • Escalate strategic issues and requests
      • Act as the Senior IT Management within the WestCoast Market.
      • Manage operational support staff, internal staff and external vendor support groups
      • Manage an effective organizational structure, ensuring skills and talent are available to meet business requirements
      • Deliver services within agreed timeframes or SLAs
      • Ensure infrastructure systems are maintained in accordance with Service Owner guidelines and are in compliance with Business Continuity agreements
      • Ensure staff follows Operational Guidelines, principles, and processes as defined by Senior Management
      • Help produce and manage market budgets, account for delivering favorable budget results
      • Escalate incidents and questions to appropriate support groups and follows-up with customers to ensure satisfaction
      • Handle escalations from Senior Management and Business leaders
      • Actively engage colleagues on major incidents, assisting in driving resolution times down and enhancing business communications
      • Represent department and participates in local/regional project work
      • Oversee local "projects" such as moves, acquisitions, etc.
      • Engage PMO/other Service Towers on, forecasting actuals on budgets
      • Engage and execute on activities to deliver projects
      • Engage decision making to determine outcome of factors for project executions and delivery
      • Use corporate Incident Management System, to actively manage the support function on the resolution of service requests and incidents
      • Use Corporate Asset Management Tool to actively manage accurate hardware and software records for corporate assets
      • Review, approve and manage changes using the Corporate Toolset
      • Perform time tracking tasks as required, to ensure resources are allocated correctly to business requirements
      • Approve financial spend of items within the relevant budget; for example, travel, hardware and software and maintenance contractsWhat you need to have:
        • Bachelor's Degree in a technology related discipline or have the work related equivalent and training
        • Proven experience managing a team of 15 or more people
        • Minimum of 10+ years of related work experience
        • Knowledge of desktop operating systems and software and hardware
        • Proven strong management skills and operations experience leading a technical support function in a large, complex environment
        • Demonstrable leadership capabilities and collaboration skills
        • Innovative, strategic thinker and problem solver
        • Experienced project manager with strong financial management skills
        • Strong interpersonal skills and experience interfacing with senior leadership and stakeholders
        • Solid communications skills coupled with superior customer service mentality
        • Travel will be required within West Coast region
        • Occasional evening or weekend work may be required

Keywords: Marsh McLennan, Los Angeles , Senior Manager, Onsite Technical Support, IT / Software / Systems , Los Angeles, California

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