IT Service Manager
Microsoft
IT Service Manager
Mountain View, California, United States
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Overview
Do you want to be part of the team that provides Technical Product, Audio/Video and End User support to Microsoft’s TOP Executives worldwide? Do you want to work on the leading edge of latest technologies including: devices, software, services, infrastructure, development, AI, Audio Video equipment & collaboration products? Do you want to help improve & shape Microsoft products & services? Do you relish opportunities to enable others success & ensure workplace productivity of the Microsoft Executive community? If you answered ‘Yes’ to ALL these questions, then you may be a candidate for Microsoft's Executive Support Service team! The Executive Support Service role is instrumental in ensuring the company's Executive Community Technology assets are fully functional, ensuring capabilities & productivity of the Executives are guaranteed. This role requires the ability to apply industry knowledge & practical field experience across numerous products, platforms, & services to address & support Executive issues & various scenarios while enjoying a fun, flexible, exciting, & collaborative work environment. This role requires frequent, face-to-face interaction with Senior Executives across all Microsoft campus locations in Puget Sound with mileage being a reimbursable expense along with reimbursable cell phone costs within company established limits.
We seek an exceptionally talented & experienced individual who possesses a blend of Interpersonal, Service Management & Technical Support skills. Given the unique nature of this role and access it provides, it is uniquely positioned & expected to demonstrate unprecedented professionalism, situational awareness, discretion, composure, responsiveness, superior technical ability & exceptional troubleshooting skills. As an IT Service Manager supporting our Microsoft Executive clientele worldwide, you must consistently demonstrate adaptability, customer focus, judgement, ability to influence impact, & delivery of business results.
Critical to the success of this role, & the Executive Support Service team, is the ability to manage oneself & critical relationships under dynamic & stressful situations. Your ability to apply a variety of approaches to effectively manage a myriad of situations & challenges is a critical & a foundational capability of this role. The candidate is expected to not only resolve IT related issues & incidents, but to identify opportunities, methods, & solutions to proactively identify & avoid them all together. As this role interacts and supports Microsoft's top Executives, the Board of Directors, & the Technical Fellow community; critical skills & capabilities including professionalism, executive presence, communication, and coordination.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others, and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Qualifications
Required Qualifications:
- 2+ years work or internship experience in information technology (IT) operations, technical support, customer service solutions/delivery, or service management
- OR equivalent experience.
- Experienced with Service Engineering and/or DevOps at scale involving user data and/or software development for an enterprise level service.
- Proficient with of experience with Microsoft products/services such as Microsoft Exchange, Outlook, Skype for Business, Microsoft Teams , or equivalent.
Other Requirements:
Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include but are not limited to the following specialized security screenings:
- Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.
Preferred Qualifications:
- Experience with Microsoft CoPilot for M365.
- Understanding of current AI technologies/use cases.
- Experience supporting Executive level clients.
- AI 900 certified or equivalent AI fundamentals training.
- SC 900 Certified or equivalent security training.
- Experience with data analysis and automation tools.
- Proficiency with JavaScript, HTML, Python, .NET, PowerShell and scripting.
- Proficiency with TSQL, Microsoft SQL Server, SQL Server. Reporting Services, Power BI.
Corporate Technology Support IC3 - The typical base pay range for this role across the U.S. is USD $75,100 - $148,900 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $98,800 - $163,300 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until December 25, 2024
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Responsibilities
- Provide direct support to a defined set of Microsoft Executives, their Administrative Assistants, Technical Fellows, & Microsoft's Board of Directors.
- Close engagement with AI key stakeholders and senior leadership.
- Mountain View senior executive and end user IT support responsibilities.
- Liaison between the Executive Community and Product/Engineering groups, PM, Engineering teams collecting & presenting customer experiences to Product/Engineering groups, TAMS, and IT Service Managers based on technology & product issues encountered across the Executive community.
- Possess advanced analytical problem-solving skills that effectively leverage and reference data to evaluate situations & determine potential solutions & strategies.
- Possess and demonstrate technical knowledge & mastery of both Microsoft and competitor products, technologies, & services.
- Deploy, configure, upgrade, troubleshoot, recommend, and consult Enterprise grade Audio Video equipment providing collaboration & meeting service to Microsoft Executives.
- Provide Executive meeting planning, preparation, and support focused on the AV products and technologies deployed in the hosting location.