IT Support Manager - AKQA

At AKQA, we believe in the imaginative application of art and science to create beautiful ideas, products and services. With an entrepreneurial and collaborative approach, we design adaptive digital services and applications that capture the imagination, delivering impressive returns for our clients.

As the Help Desk team leader, the IT Support Manager will supervise and deliver hands-on, face-to-face, and remote support to 600+ users in a demanding environment, ensuring world-class customer service is always provided.

Key Responsibilities

Help Desk Supervision:

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• Supervise and coordinate the delivery of IT services by the IT Help Desk team.
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• Ensure excellent levels of customer service are delivered by all IT Help Desk team members.
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• Receive and direct escalations from all members of the IT Help Desk team.
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• Manage 3^rd party IT resources as appropriate.
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Desktop Hardware and Software Support:

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• Provide the highest level of customer service, ensuring notification, progress, and completion are communicated back to the client.
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• Manage and adapt to walk-up requests for Help Desk support diplomatically and efficiently.
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• Support 600+ users in a Mac and Windows environment.
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• Troubleshoot Mac and PC hardware and software issues.
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• Client-side network troubleshooting.
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• Manage the Jamf (MDM) solution to install and configure macOS, applications, and security updates.
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• Support the following software - Windows, macOS, Active Directory, VPN, SaaS cloud applications, Microsoft Office 365 and Teams, OKTA, AD Manager, and any other applications as needed.
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General Support:

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• Ensure high availability of meeting room AV equipment, complete equipment checks, and anticipate issues before they occur, ex—equipment failure.
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• Advanced Active Directory account and group administration.
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• Permissions management/data access control.
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Skill Requirements

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• MUST HAVE BOTH MAC and Windows PC EXPERIENCE
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• Must be based in West Coast (CA,OR,WA)
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• Able to always uphold a positive attitude, even under stressful conditions.
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• At least five years of Mac and Windows desktop support experience.
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• Experience leading and mentoring a team of 5+ individuals in multiple locations.
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• Ability to identify technical solutions that meet business needs cost-effectively.
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• Expertise in macOS and Microsoft Windows operating systems.
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• Strong knowledge of Jamf and/or Kandji Mobile Device Management solutions.
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• Organization - the ability to plan, prioritize, and complete tasks on time. Ability to anticipate and react to changes in situations appropriately.
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• Time management - the ability to assess, evaluate, and prioritize tasks to ensure completion within set time frames. Implements and uses processes and tools that increase efficiency and productivity.
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• Teamwork - demonstrates a willingness to work with others (both within one’s team and in different departments) to deliver tasks or projects.
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• Team development and training – identifying development needs and general and specialist training requirements.
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• Task prioritization - the ability to prioritize tasks according to need or individual. Ability to deal with prioritization diplomatically and make excellent judgment calls.
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• Recruitment – manages the interview and selection process, ensuring WPP IT continues to recruit top talent.
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Explore our extensive range of benefits here.

AKQA is an Equal Opportunities Employer, we believe that diversity is vital to AKQA’s ability to provide our clients with the best recommendations and are committed to fostering a varied and inclusive work environment. Your race, color, ancestry, religion, gender, gender identity, national origin, sexual orientation, age, marital status, disability or veteran status have no bearing on our hiring decisions. If you have a disability or special need that requires accommodation, please let us know.