Posted by: "Jon Landau" JLandau@webroot.com
Sr. Manager, Global IT Support Services
Webroot is currently seeking an experienced Senior Manager of IT Support Services for the following role:
RESPONSIBILITIES
* Responsible for managing IT support and Help Desk services at
all Webroot sites.
* Plan, implement and analyze (in conjunction with IT Director)
team work load, division of responsibility, projected work, problems
anticipated / encountered, and potential solutions.
* Act as the first point of escalation for the Site IT Support
Services teams regarding any issues. Take ownership of escalation with
the end user and follow through to resolution.
* Monitor and track call reports and tickets created in the Help
Desk System and develop and provide report metrics.
* Develop support methods using industry standards and best
practices.
* Attend training sessions on an ongoing basis to keep skills
sharp.
* Train and mentor Site IT Managers and Help Desk analysts on new
procedures, support information and processes.
* Provide timely reports highlighting problem areas, potential
problem areas, possible resolutions, trending and overall status of the
IT Support Services team.
* Act as liaison with other support groups to identify and monitor
impact on business areas.
* Responsible for user accounts, PDA services, new
hire/termination process, video conference, printers/copiers and general
hardware and software.
REQUIRED SKILLS AND EXPERIENCE
* 7+ years overall technical, hands-on IT experience supporting
Windows-based hardware/software/peripherals
* 5+ years of recent experience managing an IT Helpdesk team.
* 3+ years of recent hands-on technical experience managing
Active Directory accounts, MS Office applications, desktop and laptop
hardware, mobile devices and licensing processes.
* Experience with Help Desk Reporting, including daily/weekly
activity and progress reports.
* Seeking someone with a strong "service-oriented mentality"
* Must have excellent communication / interpersonal skills and
willingness to learn
If you would like an opportunity to work with this widely recognized
worldwide leader in technology security, send your resume to
jlandau@webroot.com
Principals only- no third parties, please. Webroot Software, Inc. is an
Equal Opportunity Employer.
About Webroot Software
Webroot
industry-leading Internet security solutions for consumers, enterprises
and small and medium businesses worldwide. Webroot products consistently
receive top review ratings by respected third parties and have been
adopted by millions globally. In addition to our award-winning business
and consumer software, Webroot now protects enterprises with Webroot(r)
Security Software-as-a-Service (SaaS). Webroot Web Security SaaS and
Webroot E-Mail Security SaaS are subscription-based services that
provide on-demand web, email and archiving solutions, giving
organizations a flexible and cost-effective alternative to on-premise
security.
Founded in 1997, Webroot is globally recognized for providing
innovative, best-of-breed security solutions that protect personal
information and corporate assets from online and internal threats. The
company is privately held and backed by some of the industry's leading
venture capital firms, including Technology Crossover Ventures
Mayfield
300 employees worldwide. Our headquarters are located in Boulder,
Colorado, with offices in Mountain View, California, Europe, Japan and Australia.
Jon Landau | Recruiting Director
__________________________________
Webroot Software, Inc.
2560 55th Street
Boulder, CO 80301 USA
Phone: 303.450.5989
E-mail: jlandau@webroot.com
