Area IT Manager
Company: Microsoft
Location: Redmond
Posted on: January 5, 2021
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Job Description:
Do you want to lead a team of highly technical people who
deliver world class technology support to Microsoft Executives and
their Executive Assistants worldwide, enabling them to be
productive while ensuring that their experiences and feedback help
improve Microsoft---s products and services? Do you want to work on
cutting edge technologies and the latest devices? Do you want to
help improve Microsoft products and services? If you answered
---Yes--- to these questions, look no further because Core Services
Engineering & Operations (CSEO) is looking for an experienced and
exceptional Area IT Manager & leader for their Executive Support
Services team based in Redmond WA as part of the CSEO Site
Operations team.What we do: Executive Support Service provides
exceptional 24x7x365 support to Microsoft Executives (Corporate
Vice Presidents and above, up to Office of the CEO) and their
Executive Assistants (EAs), as well as Microsoft---s Board of
Directors. Supports issues related to operating systems, core
applications and line-of-business applications, mobility, client
hardware, network security & access, Hardware break/fix and network
connectivity. Ensure our Executives and their Exec Assistants are
productive at all times.Delivers special projects and programs for
the Executives such as internal deployment of the latest 1st party
and 3rd party hardware and devices. Support the Executives and
their core staff at important internal events. Trusted technology
advisors for the Executive community. Onboards Executives---new
hires, internal promotions as well as transitions from
VI/acquisitions.Ensures the First and Best/Supportability team is
aware of ongoing feedback and issues reported by the Executives
that could assist Product Groups and IT Service Owners improve our
products and servicesResponsibilitiesManage a team of highly
skilled, technical FTEs and vendors in a 24x7x365 high demand
environment.Manage team and vendor budget for the Executive Support
ServiceEstablish and maintain operational effectiveness while
driving tangible service improvements and client satisfaction.Build
and sustain key stakeholder confidence in Executive Support and
Microsoft ITStrong Program Management skills and ability to partner
with other internal teams to design, deploy and support
custom/special projects for Executives to meet their unique IT and
technology needs.Partner closely with Microsoft IT First and Best
(Dogfood) PMs to accelerate adoption of new Microsoft products,
services and devices within the Executive community while ensuring
least business impact. Ensure that the feedback and user experience
from the executives are shared with the F&B PMs to improve the
overall quality of Microsoft products and services.Represent
Microsoft and promote Microsoft technologies through experience and
best practice sharing during external customer engagement
opportunities such as IT Showcase and EBCs (Executive Briefing
Centers).Develop and mature internal services such as Work Smart
(Productivity Session) delivery to Exec Assistant Community,
Leadership Meeting and Critical Event Support, Partner level
employee IT Onboarding and IT Buddy Program, etc. Communication
with IT Service Managers to evolve IT services and address issues
impacting business leaders globally.QualificationsBasic
Qualifications: A minimum of a Bachelors degree in Computer
Science, IT, Software Design, Software Development, IT Operations,
or a related field, or equivalent alternative education, skills,
and/or practical experience is required7 years' minimum experience
in IT Operations, IT, Software Design, Software Development,
Program Management, or Product ManagementPreferred Qualifications:
Outstanding Leadership: a seasoned senior manager experienced in
all aspects of IT Operations and Support, with a strong technical
background combined with solid business acumen, strategic thinking,
problem solving, collaboration, presentation, communications skills
and exceptional people management skills.Solid Customer Service
Focus: The candidate must demonstrate outstanding customer service
skills and customer empathy. As this position will require regular
interaction with Senior Executives and their Executive Assistants,
it is critical that this person is composed and not intimidated
while dealing with escalations, and handling complex and
challenging people and technology situations. The candidate must
meet a high level of professionalism, communication with clients,
and sensitivity to unique Executive Support requirements. Excellent
Technical Knowledge: In their role leading a global team of highly
skilled technical IT Managers, the candidate is required to have a
strong technical knowledge and experience supporting a wide range
of Microsoft products and technologies, so they are able to guide
and lead the team as needed. Be technically curious and abreast of
the latest in technology. Ability to think out of the box in
offering solutions to complex technical problems. Ability to
design, implement and support custom solutions to meet unique
client needs in partnership with product groups and/or IT service
owners. Proactive support and problem management mindset with focus
on determining root cause of an issue and working with IT service
owners to resolve it.Exemplify Operational ExcellenceOutstanding
soft skills: Due to the nature of this job, in addition to customer
service skills and technical knowledge, this role also requires the
candidate to possess exceptional soft skills:Customer obsession and
empathy. Ability to go above and beyond to ensure delighted
clients.Excellent communication skills and confident in their
abilities Strong Cross Group Collaboration and Team Skills Good
interpersonal skills with the ability to impact and influence
without direct authority Manage complex projects with ability to
deal with ambiguity Extremely trustworthy and ability to maintain
confidentialityHighly resourceful and strong networking skills with
organizational agility Outstanding customer service skills and the
ability to maintain composure despite extreme pressure Effectively
represent Microsoft IT with senior leaders and executives across
the company. Be a true IT advocate that keeps the customer at the
center of everything we do.CSEOEUSEEUSEJOBSMicrosoft is an equal
opportunity employer. All qualified applicants will receive
consideration for employment without regard to age, ancestry,
color, family or medical care leave, gender identity or expression,
genetic information, marital status, medical condition, national
origin, physical or mental disability, political affiliation,
protected veteran status, race, religion, sex (including
pregnancy), sexual orientation, or any other characteristic
protected by applicable laws, regulations and ordinances. We also
consider qualified applicants regardless of criminal histories,
consistent with legal requirements. If you need assistance and/or a
reasonable accommodation due to a disability during the application
or the recruiting process, please send a request via the
Accommodation request form.Benefits/perks listed below may vary
depending on the nature of your employment with Microsoft and the
country where you work.Benefits and PerksIndustry leading
healthcareSavings and investmentsGiving programsEducational
resourcesMaternity and paternity leaveOpportunities to network and
connectDiscounts on products and servicesGenerous time awayJob
SummaryJob number: 945071Date posted : 2020-12-09Travel:
0-25%Profession: IT OperationsRole type: People ManagerEmployment
type: Full-TimeExperience: Experienced professionals
Keywords: Microsoft, Redmond , Area IT Manager, IT / Software / Systems , Redmond, Washington
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