Helpdesk Manager
Sony Pictures Imageworks - Vancouver, BC

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Sony Pictures Imageworks seeks a qualified candidate to join its Systems Engineering team as the Helpdesk Manager. Systems Engineering is responsible for first, second and third level support of 1,000+ users in a distributed, dynamic, high-performance production environment.

The Helpdesk Manager will report directly to the Executive Director of Systems Engineering.

Responsibilities

Oversee the daily activities of the Helpdesk administrators and Network Operations Center administrators.
Coordinate trouble ticket management and escalations for Unix, Mac & Windows systems administration, and other various systems engineers; including trouble ticket management, escalations from Helpdesk, Desktop support teams and project management.
Responsible for managerial activities; including performance appraisals, scheduling and hiring.
Report on SLA compliance and other key IT performance metrics to senior management.
Develop and implement standards, procedures, and processes for the Systems Engineering Helpdesk group.
Collaborate with other teams on other all system and end user support matters.
Provide 24x7/365 support as needed

Distinguishing Characteristics

The successful candidate possesses:

Exceptional communication skills, both verbal and written, including the ability to effectively communicate in a wide variety of contexts.
Strong interpersonal skills and the ability to perform as an individual and on a team.
Proven leadership and technical skills within a sophisticated IT infrastructure organization.
Extensive experience with heterogeneous operating systems and computing/networking environments: Linux, Windows XP, Mac OS X.
Experience with advanced networking media, protocols and topologies.
Experience with Helpdesk and Inventory software.
Experience working in the CG feature animation and visual effects industry.

Requirements

5+ years of managerial experience in an information technology production environment.
A degree in Computer Science or a related field is desirable.
Experience with the following operating systems: Linux, Windows, Mac OS X.
Knowledge of server hardware, maintenance, and procedures.
Experience with Exchange, Active Directory, Networks.
Familiarity with CG feature animation and visual effects industry tools and workflows.


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Sony Pictures Imageworks Inc. is an Academy Award® -winning, state-of-the-art visual effects and character animation company dedicated...