New

Technical Support Svcs Manager

The J. Paul Getty Trust
vision insurance, paid holidays, 403(b), retirement plan
United States, California, Los Angeles
1200 Getty Center Drive (Show on map)
Apr 22, 2025
Technical Support Svcs Manager Job Family Information Technology Type Regular Full-Time Position Status Getty Center Workplace Type Hybrid/Partially Remote Salaried/Hourly Salaried Hiring Pay Scale $95,935 - $127,116 Annually Salary Commensurate with experience and internal equity Program/Department Getty Digital - 1211-Campus Experience Requisition Number 2025-4597 ERRP Eligible No Getty is committed to creating a welcoming workplace that reflects the various backgrounds of the communities we serve. We value differences in the pursuit of inquiry and knowledge, mutual understanding, respect, trust, transparency, and cooperation. All qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship or immigration status, color, disability, ethnicity, familial status, gender identity and/or expression, genetic information, marital status, national origin, race, religion, sex, sexual orientation, veteran status, or any other protected status. Job Summary Manages the entire Technical Support Services function, department and staff. Oversees all technical service daily operations from call answering, queue monitoring, issue and problem resolutions, service request scheduling, asset management to customer feedback. In charge of overall customer satisfaction in all services provided by Technical Support addressing escalated issues or complaints and recommending changes to products or services to meet customer needs. Collaborates closely with Getty Digital departments to provide seamless support and address management inquiries. Functions as a key member of the IT operational management team with key focus on incident, service, knowledge, and asset management and involvement in change/problem management. Major Job Responsibilities Establishes, identifies, and implements support processes and workflows to identify, track, escalate, resolve and report user problems, with a focus on enhancing efficiency and service quality. Reviews and ensures the quality of tickets (completeness of data fields, documentation, etc) in the incident management system. Performs root cause analysis, handles escalated issues and complex technical problems, providing guidance and solutions Oversees/maintains the quality and currency of knowledge base, and manages the collaboration between Technical Support staff and other ticket resolver groups Manage, mentor, and develop a team of technical support specialists to ensure high performance and professional growth Defines, tracks, analyzes, monitors and reports on support metrics and service levels to assess staff and team performance on a regular basis identifying areas for improvement Schedules, guides and counsels staff on a regular basis to ensure attainment of service levels. Produces reports on overall service performances for management and detailed individual performance for staff evaluation Tracks and analyzes the performance and reliability of applications, products and systems supported by the IT department, and the root causes of all problems. Works with application and infrastructure managers to develop knowledge base articles, user documentation, and/or preventative measures Develops, implements, and maintains technical service procedures and troubleshooting/resolution procedures. Continuously seeks service improvement and seeks to resolve all user problems by technical support specialists Develop and deliver training programs to keep the support team updated on new products, technologies and best practices Ensures the quality and completeness of the ticket survey operation, from survey content, solicitation, to reporting and data analyses Manages the support department budget, ensuring resources are allocated effectively to meet operational needs Qualifications Bachelor's degree in computer science, information systems or related fields, or equivalent work experiences Technical and ITIL certifications preferred 7-10 years of IT support experience, providing technical support to desktop technology users; 2-3 years of direct management experience (recruiting, termination, scheduling, counseling, career development, training, etc) on IT help desk and technicians Service Level Management (ACD metrics, ticket resolution targets, customer satisfaction targets) experience required Incident Management system (ticketing system/knowledge base setup and operation) experience required Knowledge of other ITIL disciplines (eg Problem Management, Change Management) strongly preferred Experience and knowledge in supporting PCs running MS Windows required Experience and knowledge in support Macs running macOS required Knowledge, Skills and Abilities Ability to plan effectively and to manage/supervise projects and work queues Excellent oral and written communication skills, with the ability to communicate complex technical issues to non-technical users Strong ability to compose and review all operational procedures and documents in the department's knowledge base Ability to interact effectively with IT management personnel Strong ability to manage, motivate and develop a team of support specialists Proficiency in analyzing support metrics and identifying trends to improve service quality Strong customer service, communication and collaborative problem-solving skills required Experience in a medium (1000+ employees) to large (5000+ employees) organization preferred Flexibility to handle changing environments and unexpected challenges Meticulous in ensuring accuracy and thoroughness in all tasks Ability to recognize and address the needs and concerns of both customers and team members Utilize experience in recruiting and building teams to attract top talent and develop a high-performing team Ability to foster a collaborative working environment where teamwork is highly valued Models behavior to create a positive and inclusive workplace culture Benefits and Perks Here are just some examples that Getty offers/provides for full-time employees: Medical, Dental and Vision insurance coverage, starting on date of hire. Getty pays 75%-95% of the premium, depending on the plan selected. 403(b) Employee Investment retirement plan - with up to 5% Getty Match Getty contribution of 6%, on behalf of employee, to 401(a) retirement account Educational Assistance and professional development Paid Vacation, Sick and Personal Days 12 Paid Holidays Many positions have bi-weekly Off-Fridays On-Site Fitness Center at Getty Center Community service opportunities To learn more about our comprehensive benefits and long list of perks, go to Getty HR.