Al Jazeera Media Network
Supervisor Technology Infrastructure & Service Desk
Al Jazeera Media Network, Washington, District of Columbia, us, 20022
Summary:
As the Supervisor Technology Infrastructure & Service Desk, you will plan, organize, supervise, and coordinate the activities of reporting staff to facilitate the uninterrupted and efficient operation of organizational services operating on a twenty-four hour, seven day a week schedule. You will provide technical guidance and assign day-to-day activities to the team. The individual is also responsible for expanding the knowledge of the Technology Support teams and will provide first-line support for all Al Jazeera user-base for user-facing hardware, software, desktop, enterprise, and broadcast applications. Only candidates based in the US will be considered for this role. Key Responsibilities: Provide the technical leadership to help the team move forward with agreed designs and solutions. Supervise initiatives and projects consisting of design and development for complex products and platforms, including solution design, analysis, testing, and integration. Provide support & feedback on project status, milestones, and risks. Supervise activities related to the infrastructure operations, including evaluating and selecting hardware and software products, implementing and integrating these products into comprehensive solutions to meet business requirements. Provide specialized technical expertise in researching and resolving complex technology network infrastructure problems, which may involve coordination of hardware and software vendor support. Ensure compliance with procedures, techniques, and requirements for maximum performance and availability of infrastructure. Supervise conducting implementations, conversions, and upgrades in a manner consistent with the Standard Operating Procedures within company maintenance windows, including change management procedures. Supervise delivering infrastructure diagrams, documentation, standard operation documents, and internal technical support training to successfully sustain and continuously improve the environment. Provide technical supervision, consultations, implementations, design, reporting, and troubleshooting support. Supervise performing and providing design optimization and recommendations to include planning and managing scalability, redundancy, and capacity (logical and physical). Manage support team and mobile end-user support staff in a highly complex global broadcast and IT multimedia environment, providing a unified single-point of contact for all IT and Broadcast-related support requests. Define/Refine KPIs/SLAs, measure performance, and drive customer satisfaction through ongoing feedback and reporting. Oversee all Technology Support team activities and respond to escalated incidents and requests, including devices, services, and connectivity. Ensure that support for On-Air systems and core business applications (iNews, NewsBrowse, Outlook, Telephone Systems, newsfeed, etc.) is completed and in stable working condition. You Will Have: Bachelor's degree or higher in IT, Computer Science, or related field, or exceptional prior experience. 10+ years in IT and Technology domain; 6+ years in a similar role preferred. Knowledge of IT operations and support organizations, cross-department knowledge, and IT platforms and technologies.
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As the Supervisor Technology Infrastructure & Service Desk, you will plan, organize, supervise, and coordinate the activities of reporting staff to facilitate the uninterrupted and efficient operation of organizational services operating on a twenty-four hour, seven day a week schedule. You will provide technical guidance and assign day-to-day activities to the team. The individual is also responsible for expanding the knowledge of the Technology Support teams and will provide first-line support for all Al Jazeera user-base for user-facing hardware, software, desktop, enterprise, and broadcast applications. Only candidates based in the US will be considered for this role. Key Responsibilities: Provide the technical leadership to help the team move forward with agreed designs and solutions. Supervise initiatives and projects consisting of design and development for complex products and platforms, including solution design, analysis, testing, and integration. Provide support & feedback on project status, milestones, and risks. Supervise activities related to the infrastructure operations, including evaluating and selecting hardware and software products, implementing and integrating these products into comprehensive solutions to meet business requirements. Provide specialized technical expertise in researching and resolving complex technology network infrastructure problems, which may involve coordination of hardware and software vendor support. Ensure compliance with procedures, techniques, and requirements for maximum performance and availability of infrastructure. Supervise conducting implementations, conversions, and upgrades in a manner consistent with the Standard Operating Procedures within company maintenance windows, including change management procedures. Supervise delivering infrastructure diagrams, documentation, standard operation documents, and internal technical support training to successfully sustain and continuously improve the environment. Provide technical supervision, consultations, implementations, design, reporting, and troubleshooting support. Supervise performing and providing design optimization and recommendations to include planning and managing scalability, redundancy, and capacity (logical and physical). Manage support team and mobile end-user support staff in a highly complex global broadcast and IT multimedia environment, providing a unified single-point of contact for all IT and Broadcast-related support requests. Define/Refine KPIs/SLAs, measure performance, and drive customer satisfaction through ongoing feedback and reporting. Oversee all Technology Support team activities and respond to escalated incidents and requests, including devices, services, and connectivity. Ensure that support for On-Air systems and core business applications (iNews, NewsBrowse, Outlook, Telephone Systems, newsfeed, etc.) is completed and in stable working condition. You Will Have: Bachelor's degree or higher in IT, Computer Science, or related field, or exceptional prior experience. 10+ years in IT and Technology domain; 6+ years in a similar role preferred. Knowledge of IT operations and support organizations, cross-department knowledge, and IT platforms and technologies.
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