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Supv, Desktop Support

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POST DATE 9/10/2016
END DATE 10/8/2016

Time Warner Cable Portland, ME

Portland, ME
AJE Ref #
Job Classification
Full Time
Job Type
Company Ref #
Mid-Career (2 - 15 years)
Bachelors Degree


Position Type: Full Time

Reporting to the Sr. Manager, Desktop Support, this position will oversee the local area Information Technology support operations. Including the execution of project plans, metrics, reporting, multi-million dollar budget adherence, and forecasting, as well as the maintenance of enterprise wide tools and technology. This position will also help to drive the policy, procedure and implementation of critical end user support and helpdesk operations collaboration.

Responsible for resource allocation and personnel in the end user support teams throughout the areas assigned.
Supervision of small sized team of support personnel- 4-6 employees, both virtually, and in-person.
Collaborate with other Supervisors and Managers of Desktop support and Help Desk operations to develop and maintain support solutions to be used in local areas.
Enforce policy/procedure as it pertains to desktop support operations, IT equipment procurement, and inventory tracking in compliance with SOX, PCI and corporate/industry standards.
Analyze the demand, specify requirements, and participate in the design and development for IT service offerings to meet customer requirements at required service level.
Adhere to and implement support process and procedures to ensure a high level of customer satisfaction for end user support operations in a cost efficient manner to support the operations and needs of the company.
Support the drive of innovation that can be utilized throughout the enterprise end user support groups.
Communicate change management to appropriate management teams, and manage communications of information and changes to various departments.
Forecast and adhere to department budget while looking for new ways to reduce operational costs for the local areas.
Keep management advised of new business requirements throughout the supported areas.
Maintains inventory, determines hardware and software needs, and manages collections and deployments of assets.
Maintain disaster contingency / recovery process and procedures to ensure continuity of critical business functions.
Develop relationships with professional organizations, peer groups, and industry trade groups in order to stay current with technology and industry changes.
Manage local area communications and business partnership development.
Perform other duties as assigned.

Bachelor's degree in Computer Science, Information Systems, or related field.
A+ Certification, Net+/CCNA Certification, MCSE Certification preferred.
Requires 5 or more years of direct customer service experience.
Requires basic math skills.
5 7 years of experience in the Information Technology field
A minimum of 3 years Team Management.
A minimum of 3 years of Operational Management.
Cable industry experience and Convergys/ ICOMS billing system experience is highly desirable.
Previous experience with PCI / Audit / SOX policy processes preferred.
Experience with advanced MS Excel functions, relational databases, HTML applications, desktop graphics, TC/IP tools, security management and compliance, working with trouble ticket systems, database management, preferred.
Frequent area wide travel required to review operations, support local teams and customers, and conduct or participate in meetings.

More on TWC: Time Warner Cable reaffirms its commitment to providing equal opportunities for employment and advancement to qualified employees and applicants. Individuals will be considered for positions for which they meet the minimum qualifications and are able to perform without regard to race, color, gender, age, religion, disability, national origin, veteran status, sexual orientation, gender identity, current unemployment status, or any other basis protected by federal, state or local laws.

Time Warner Cable is an Equal Opportunity Employer - Minority/Female/Disability/Veteran/Current Unemployment Status.

FCC Unit: 4270

Controlling Establishment ID: 00114 - Portland 118 Johnson Rd

Job Code: TWCIGN480 Supervisor, Info Tech Exempt