Reporting to the Director of IT Infrastructure and Operation, the Senior Manager of IT Corporate Support is responsible for managing the IT support resources while providing high-quality service to the CEO, Executive Leadership Team, and the AMETEK Corporate headquarters. In this role, you will work alongside the CEO and Executives in a position of high trust, will be an ambassador for the Information Technology department, and first point of contact representing the full technology team.
You will be passionate about your job, have a customer service mindset, understand what it takes to deliver excellent service, enjoy working in a team and have a proven track record of 'C' level support. Your personality will be as much of an asset as your fine-tuned technical skills and ability to work with others to deliver outcomes with a sense of urgency.
This position is required to be on-site, in the Berwyn, PA office, five days per week. Occasional out of hours support may be required as well as occasional travel to support off-site events.
Position Responsibilities include (but are not limited to) the following:
You will own the IT relationship with the AMETEK Leadership and Executive Team, ensuring proper management of all resources and services, to provide superior support and problem solutions for all IT programs, Windows and Apple devices.
You will manage all aspects of technology support for the AMETEK Leadership and Executive Team.
You will lead the incident resolution for all VIPs and escalate to resolve in a timely manner; anticipate future needs and make recommendations to elevate and improve day to day IT operations.
You will oversee and manage the deployment of new IT applications and tools impacting VIPs, ensuring a seamless execution of well-defined and well-planned initiatives.
You will mentor and coach the Corporate Support team, both current and future global expansion, for high productivity and superior customer service.
You will provide technical expertise and be first point of contact in troubleshooting all IT issues, including but not limited to PC/mobility hardware, software, remote access, account/password, voice/video conference, security, and network connectivity for all executive and corporate users, ensuring timely and efficient support. Make recommendations and source solutions based upon findings.
You will maintain workplace standard solutions, mastering the Office configurations, Outlook, Teams, OneDrive, MS Windows, and Mac OS.
You will provide input to the corporate team in identifying technologies and services to enhance current offerings.
You will deliver hands-on support and partnership to the Office of the CEO and Executive Assistants to help organize and support events and activities involving VIPs such as key meetings and important video conferences.
You will manage all aspects of technology support for all VIP guests and AMETEK global visitors, providing technical expertise.
You will serve as the main point of contact and support for all VIP guests and appropriately manage the escalation to the Service Desk and remote support from visitors originating country.
You will ensure service requests are acknowledged, tracked, researched, and resolved in a timely manner with a high degree of customer service and technical expertise. Manage the service KPIs to continuously improve the overall service level.
You will deliver training opportunities to all VIPs to ensure the understanding and adoption of all digital tools as requested.
You will participate in the annual review of IT services and resources, making recommendations to elevate and improve current offerings.
You will create and implement new IT procedures, when necessary, that contribute to the knowledge base of users.
You will ensure the security and safety of company information and compliance with relevant AMETEK Cyber security standards.
Bachelor's degree in Information Technology or related field is preferred
8 - 10 years management experience
10 + years of related technical services/client support experience
Proven record of 'C' suite interactions, support, or similar direct dealings
Be able to troubleshoot on the 'fly' while remaining composed and able to offer alternatives as/when needed
Well-developed diagnostic and judgment skills to know when and how to escalate a problem when either the internal customer or network is in jeopardy
Travel: Approx 5% as required to support offsite events
Salary Minimum: Market
Salary Maximum: Market
Disclaimer: Where a specific pay range is noted, it is a good faith estimate at the time of this posting. The actual salary offered will be based on experience, skills, qualifications, market / business considerations, and geographic location.
AMETEK is committed to making a safer, sustainable, and more productive world a reality. We use differentiated technology solutions to solve our customers' most complex challenges. We employ 18,500 colleagues, in 30 countries, that are grounded by our core values: Ethics and Integrity, Respect for the Individual, Diversity and Inclusion, Teamwork, and Social Responsibility. AMETEK is a leading global provider of industrial technology solutions serving a diverse set of attractive niche markets with annual sales of over $6.0 billion. Traded publicly (NYSE:AME), we are a component of the S&P 500. Visit www.ametek.com for more information.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should call 1 (866) 263-8359.