The Manager - Support Engineering will be responsible for the day-to-day management of the Technology department’s: Technical support level / trouble ticket management; Technical support staff; Hardware inventory consisting of hundreds of systems, peripherals and printers; Support escalations.

Job Description:

The Manager - Support Engineering will perform all or some of the following Job description:

• Oversee the day-to-day management of all support trouble tickets outlining: Hardware and Software commitments to the production business; Department and end user technology requests; trouble shooting needs; pattern analysis and trending for developing support and equipment strategies; support of Linux, Apple OS X and Windows based production systems running office productivity and creative applications; physical and software based tools that the Technical Support Engineers use; the tracking of various software used by productions such as:  applications, Plug-ins, scripts; high volume of end user system rollouts and project implementations; support of the color calibration process of production displays

• Assists with:
  - Defining end user technology standards and support processes used for supporting the creation of digital animation.
  - Problem resolution related to all outsourced and Corporate I.T. administered systems used by TV Animation.  

• Well organized, thorough with a methodological approach to identifying problems and trouble shooting
• Strong customer service orientation with the ability to work with a diverse user community
• 5+ years of experience with advanced troubleshooting and configurations of Linux, Apple OSX and Microsoft Windows based systems in networked environment
• 5+ years of experience working with creativity / graphic applications and hardware including: Adobe suite of applications, other misc. creative and graphical applications and Wacom tablets
• 5+ years of experience working with network administration utilities
• Ability to lead a team of Technical Support Engineers
• Ability to communicate technical information effectively – both written and verbally
• Ability to identify trends with both end user customer support issues and technical workflows and work with engineering peers to build solid, long-term solutions
• Ability to work in a fast pace, production critical team environment
• Supervisory experience in a similar technology environment.

• Bachelor’s degree in a technical discipline.

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