The Director of Client Technologies is responsible for the delivery of support to the end user computing environment at Warner Bros. The Client Technologies Team provides technical support for all personal computing hardware, software, and services. This role will develop technical support strategies for the end user computing environment in coordination with an outsourced service provider, peers across the Time Warner divisions, and at the direction of the Executive Director of Client Technologies. Responsible for developing end user computing policies, procedures, and standards. Responsible for managing support of VIP, Executive, Desktop, AV, IMAC, Training and Communication Teams.
RESPONSIBILITIES:
Develop strategies in coordination with Client Technologies Engineering and the outsourced service provider for deployment, administrative support, monitoring and overall integrity of the Warner Bros. end user computing environment.
Manages, oversees and monitors the end user computing services provided by the outsourced provider and End User Support Teams.
Develops standards, and offers guidance in the implementation/deployment of all end user computing hardware and software.
Interfaces with vendors for end user computing strategies and the selection of hardware and software products.
Develops and implements procedures for problem management, performance monitoring, configuration management, capacity planning, etc., as related to end user computing configurations.
Prepares capital and operating budgets for this area, and monitors actual expenses against the budget.
Manage End User Support Teams performance in the end user computing environment, including problem tracking, change management, service levels agreements, performance monitoring, capacity planning, software evaluation and selection, and vendor relationship issues in respect to end user computing systems and hardware and software products.
Management reporting on the status of support operations, including proposals for changes in environment, cost savings initiatives, and business initiatives.
Performs project related tasks including managing specific end user computing projects.
Establishes, develops and maintains business relationships with Time Warner divisions, Service Providers and other end user computing vendors.
Desired Skills and Experience
8-10 years of experience in managing end user computing services in a highly dynamic organization
Proven track record managing end user support for large international companies
Experience managing and implementing end user computing projects with associated responsibilities for hardware, software, and service design implementations
Experience working with outsourced service providers
Experience in developing and delivering end user support strategies
Thorough understanding of end user computing platforms and technologies including desktop, laptop, and mobile hardware, as well as software and service offerings from major vendors
Project management experience required (Certifications preferred)
Exceptional verbal and written communication skills required
Ability to manage multiple end user programs and projects
Must be able to work flexible hours, including overtime if and when necessary
Willing and able to travel between local offices as well as domestic and international occasionally
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