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Technical Support Manager - Information Technology

Pebble Beach Company  Stunningly situated on California's Monterey Peninsula, Pebble Beach Resorts is renowned the world over as a legendary place. For almost a century, we have offered our rich tradition of unparalleled accommodations, warm hospitality, expert service and spectacular recreation. Come enjoy a truly incredible experience, all in one spectacular corner of the world. Technical Support Manager   Manage the IT Technical Support team to deliver World Class Service to our employees. The Technical Support team is responsible for the installation, maintenance, repairs, upgrades, and support of all Pebble Beach Company (PBC) desktop computers, printers, fax machines, copiers and related equipment/software. In addition, this team ensures our Resort Operations including Hotels, Front Desk, Restaurants and Retail environments are all working properly. Essential Duties & Responsibilities: Set standards and drive excellence and World Class Service. Be an advocate for the employees. Regularly exercise independent judgment, and make administrative decisions on behalf of supervisor based upon knowledge of the company's organization and policies. Manage of the Technical Support Staff including scheduling hourly staff and verification of punch reports. Supervise to completion all IT Requests assigned to Tech Services Staff including analyzing, prioritizing, and delegating incoming requests. Attend weekly staff meetings and submit updated weekly status reports on projects as assigned by manager. Management of the On-Call help line and ticketing system including meeting service level agreements. Monitor customer surveys to ensure SLA. Regularly report out statistics and use ITIL practices to continuously improve. Develop, document and maintain an inventory of all PC's, printers and related equipment including Par stocks, replacement procedures, and tracking of repairs and returns. Research, analyze, and recommend desktop PC, printer upgrades and/or replacements and other desktop related software. Be part of the team that makes recommendation of other Technology software and hardware. Have a passion for technology solutions. Document and implement coordinated rollout plans for new PC's, copiers and related equipment. Completion of projects assigned by manager on time and within budget. Manage the distribution and installation of new software and software updates for all company PC's and related systems in tandem with the Applications' team. Diagnose and correct software problems, including user errors, configurations errors, and bugs. Research, analyze and recommend new hardware/software configurations for desktop PC's. Manage and recommend budget for employee technology. Provide overnight maintenance when business needs dictate. Provide 24-hour on-callsupport service as dictated by department schedule. Comply with all Pebble Beach Company safety and health policies and procedures.  Qualifications  Excellent analytical skills. Strong problem solving skills and proven record of strong deductive reasoning. Strong history of successful project management and successful software rollouts. Self-motivated, independent learner and team player. This person should enjoy helping others and have a can-do attitude. Use creativity to figure out how to improve people's work through the use of technology.  At least 3 years of PC software and hardware maintenance experience. At least 2 years of management experience leading technical support.  Valid California driver's license with current DMV printout required. College degree in technology related field is required.
Salary Range: NA
Minimum Qualification
Less than 5 years

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