Amazon Support Manager Services 

United States, California, San Francisco 

271508486

Key job responsibilities
• Leading a team of onsite IT Support Engineers responsible for day to day end user equipment support and the maintenance, break/fix and event support within Amazon Corporate office conference and meeting rooms
• Measuring, monitoring, and maintaining the team’s ability to meet or exceed contact and resolution Service Level Agreements (SLA).
• Coordinating a variety of projects in an operational environment.
• Written and verbal communication with the ability to present complex technical information in a clear and concise manner to a variety of audiences.
• Working with engineering teams to plan for the support of new tools and services and improving the level of support provided for existing ones.
• Developing and maintaining policies, procedures, and processes.
• Hiring, developing, and retaining great talent.
• Reducing contacts through process improvement and root cause analysis.
• Responding to inquiries, escalations, and establishing partnerships with key customers and service owners.
• Direct management of individual contributor IT Engineers who provide direct end user support to Amazonians on general IT issues.
• Hiring, promotion, and performance management of direct reports.
• Relationship management with key partners and customers in local Amazon sites.
• Up to 25% travel as required to visit more remote locations.

- 5+ years of developing a team of technical professionals across multiple locations experience
- 2+ years of leading technology teams as a information technology operations manager experience
- Bachelor's degree, or 4+ years of professional or military experience
- 2+ years’ experience managing Audio/Visual systems in an enterprise environment including video conference rooms

- Knowledge of hardware architectures
- Experience with system management tools and client/server environments
- Experience in project management
- Experience and/or qualification relating to AV systems including but not limited to: Cisco, Crestron, Extron, Biamp, QSC, etc.
- Experience with network technology including video and audio over IP (e.g. Dante/AES)
- Proven ability to operate in extreme, high pressure ,dynamic, fast paced situations, successfully handle multiple competing priorities and possessing a high level of discipline while displaying a high degree of flexibility and professionalism
- Experience in making data-driven decisions.Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.