Manager, IT Support / AV Solutions

Company

Federal Reserve Bank of San Francisco

We are the Federal Reserve Bank of San Francisco—public servants with a mission to advance the nation’s monetary, financial, and payment systems to build a stronger economy for all Americans.

We are a community-engaged bank, and are committed to understanding and serving the vibrant, expansive communities of the Twelfth District.

That means we seek and appreciate new perspectives.

We respect people for what they do and for who they are.

We build opportunities to learn and grow.

When you join the SF Fed, you become part of a diverse team united in its purpose to promote an economy that works for everyone.

This individual will manage a team of ITS support staff (AV Solutions) in providing second and third level on-site technical support for end user AV equipment and video conferencing needs.

May also include computing environment and platforms such as personal computers, peripherals, mobile devices and network infrastructure.

In addition, provides second and third level application support both in housed developed or Common-Off-the-Shelf (COTS) products.

We empower our people to balance their life and work responsibilities.

That’s why we offer a flexible hybrid work model that allows you to collaborate with office colleagues on some days, and work from home on others.

Responsibilities:



* Leads AV Solutions Team including remote teams in providing support for all end-user experiences including AV Conferencing equipment, set-up and break down of scheduled events, and support devices in a networked environment


* Ensures end-user technology is able to be used to its fullest extent


* Defines and builds out the crisis management and issue procedures for all AV Solutions support


* Acts as the critical issue point for all support services


* Develops processes and procedures to control, identify, implement, and maintain delivery of service to meet business needs and user expectations


* Builds out comprehensive roadmap for AV Lifecycle Management, including annual Operating and Capital Improvement Expense budgets


* Conducts root cause analysis to identify systemic issues and to prevent future incidents


* Establishes parameters for and monitors work quality and performance metrics


* Builds and manages partnerships and customer relationships


* Coordinates with customers to plan operational and project work


* Coordinates and collaborates with team members and customers to understand, propose, and continuously implement service improvements


* Oversees and coordinates project implementations such as upgrades and equipment installations and prioritizes and manages the execution of resources to the project


* Ensures that team members review and edit customer and technical support knowledge base documentation on a regular basis


* Responsible for collaborating with Group leadership and management especially in the case of incident managem...