Sony Help Desk Manager 

United States, Tennessee, Nashville 

53307828

Be a part of an organization that is creator first. Committed to fueling excellence and always imagining more, while fostering a supportive culture, one where we elevate each other and act responsibly.

Responsibilities:

• Filters Help Desk calls/tickets and provides basic support and troubleshooting, such as password resets, printer, Hardware configurations etc.
• Manage inbound requests through Jira Service Desk channels and will monitor/sort individual tickets while resolving any technical issues.
• Create support logs, categorize, prioritize, track, and route incidents reported by users or alarms raised by monitoring tools.
• Coordinate Support team general tasks and work closely with other IT Leads on project initiatives.
• Manage and track user reports, status, and SLAs (Service Level Agreement)
• Will provide support and track tickets until successfully resolved.
• Will implement documented break-fix tasks according to specific guidelines.
• Collaborate with the Director of Infrastructure on recommendations to improve operational efficiency.
• Ensure staffing plans are in place to provide quality 24-hour support to the SMP Global community.

Who You Are:

• Bachelor's degree in computer related field.
• Minimum 4+ years of technical support experience.
• Minimum 3+ years of global management experience.
• Experience working in a Service Desk ticketing system.
• Able to troubleshoot and quickly resolve issues.
• Have strong interpersonal skills and be able to manage expectations of a demanding user community.
• Be familiar with basic security & privacy principles (MFA (Multi Factor Authentication), Access Control, Asset Management, phishing, data protection, encryption)
• Broadly familiar with basic networking concept (tcp/ip, subnets, dhcp, dns, VPN)
• Be familiar with Jira & Confluence  Be familiar with onboarding and offboarding processes.

Required Skills/Competencies:

• Proficient in MS Word, Excel, Outlook, and PowerPoint and Office 365 Administration.
• Strong organizational skills.
• Strong leadership and customer service skills.
• Strong understanding of Windows and MAC environments.
• Excellent written and verbal communications skills Work Requirements: Availability and flexibility to accommodate hours occasionally extending outside of regular schedule due to collaboration with coworkers in different time zones to support the United Kingdom, Asia and Los Angeles-based teams, as needed.
• 7.5-hour business workday 3 – 4 days in the office but variations in work volume frequently require extended working hours for evening and late-night events.
• Must be authorized to work in the United States.

What We Give You:

• You join an inclusive, collaborative, and global community where you can fuel the creative journey.
• A modern office environment designed to foster productivity, creativity, and teamwork.
• An attractive and comprehensive benefits package including medical, dental, vision, life & disability coverage, and 401K + employer matching.
• Voluntary benefits like company-paid identity theft protection and resources for pets, mental health and meditation resources, industry-leading fertility coverage, fully paid leave for childbirth or bonding, fully paid leave for caregivers, programs for loved ones with developmental disabilities and neurodiversity, subsidized back-up child and elder care, and reimbursement for adoption, surrogacy, tuition, and student loans.  We invest in your professional growth & development.
• Time off for a winter recess and early close Summer Fridays.