Help Desk Lead

This position will be based out of Panavision’s corporate headquarters located in Woodland Hills, California, approximately 23 miles northwest of Downtown Los Angeles.  Panavision is recognized as an award-winning designer and manufacturer of advanced precision camera systems, lenses and accessories for customers in the motion picture, television and other industries.

We offer a full range of benefits, including FSA and a 401(k) plan.  Applicants selected for hire will be subject to a background check investigation.  Only applicants who meet the qualifications as specified below will be contacted for an interview.

**Relocation benefits will not be available.  This position is not open to recruitment from outside search firms**

We are seeking a Help Desk Lead who will be responsible for hands-on leadership of the Help Desk operation and personnel in support of Panavision’s IT systems. This individual will evaluate and monitor performance of activities to gauge appropriate performance and service levels for the Help Desk process and staff. Will lead the daily activities of the Help Desk team to include ticket prioritization, training, coaching, organizing and planning to ensure the highest quality, customer service focused operation. Will develop, implement and monitor appropriate monthly process metrics to guarantee SLAs are maintained and end users are satisfied. In addition, measurements will be reviewed monthly with Manager of Network Services. Individual will also offer suggestions for process/staff/policy improvements to ensure the highest level of service and quality is attained, and maintained, by the global Help Desk team.



Responsibilities include, but are not limited to, the following:

 Field and assign help Desk trouble ticketsTroubleshooting systems errorsAssist the other members of the IT department as requiredDaily review of trouble tickets to ensure adequate response time.Coordinate any escalation of trouble tickets through appropriate channels Develop, implement and measure/monitor performance against SLAsCoach and train all Help Desk personnel. Provide input for performance appraisals, participate in interviews/selection processEnsure IT knowledge base is updated consistently to ensure the efficient resolution to all Help Desk callsAnalyze the Help Desk process. Suggest process improvements to attain and maintain the highest quality, efficient global operation. Installs, configures and upgrades operating systems and software, using standard business and administrative packages; may modify specific applications for use in operational departments.Installs, assembles and configures computers, monitors, and peripherals such as printers, scanners and related hardware; pulls cables and rewires or directs the rewiring of cables as required for new installations and office reconfiguration.Troubleshoots problems with computer systems, including troubleshooting hardware and software, e-mail, network and peripheral equipment problems; makes repairs and corrections where required.Assists in instructing Panavision staff in the use of standard business and administrative software (Great Plains, MS Office and other Panavision applications) provides instruction or written documentation where required.Makes hardware and software acquisition recommendations including helping users assess needs and providing justification for equipment and services.Performs other duties of a similar nature or level.



The ideal candidates will posses 3+ years experience in a Windows 2000/2003 Server enterprise environment and have the following skill set:

 Associates Degree required, Bachelor’s Degree Strongly PreferredMCSA or higher strongly preferredA+ certificationExcellent communication skills both written and verbal are requiredHands on HW/SW troubleshooting in 24x7 operating environmentExperience in a global IT operationStrong communication skills



This position will require working nights, weekends and extended hours if circumstances require (outages, upgrades, maintenance, etc.)

 

If you are interested in applying, please reference the following in the "Subject" line of your fax or email: PVC080326HDL. Include your salary requirements in your cover letter--THIS IS REQUIRED.Your application will not be considered without this information. NO PHONE CALLS PLEASE.