Service Desk Executive Lead

Job Position: Service Desk Executive Lead
Department: Technology Operations
Reports to: VP, Technology Operations
FLSA: Exempt - Administration
Status: Full-time
Work Location: Silver Spring, MD (Hybrid)
OVERVIEW:
The Radio One story began simply with a dream and one radio station. Forty years, 13 markets, and 70 stations later, we are an urban media empire, spanning multiple media platforms. We are in your ears with Reach Media/Radio One, on your televisions with TV One, and may even be the name behind your favorite website, with our digital platform Interactive One. Information is power, and our mission here at Radio One, Inc. is simple - to be the most trusted media source in the African American community. At Radio One, we pride ourselves on hiring people who are dedicated and continue to challenge the norm, while embracing a corporate culture built on creativity and passion. We are our employees' biggest fans, and it is our daily mission to attract, develop, and retain the brightest stars in the business.
ESSENTIAL RESPONSIBILITIES:
This leader manages support resources and projects, implements technical policies and standards, and establishes methods to assess the effectiveness of the support activities and projects. Additionally, this leader ensures executive customer satisfaction by delivering superior results in a timely and efficient manner.

• Directly interacts with and supports C-level and other senior corporate executives and addresses their needs in a polished and professional manner and with a high degree of tact and diplomacy
• Ability to travel to provide support to executives beyond the corporate office location both during core business days and hours and in an on-call manner.
• Responsible for placing and managing equipment and supply orders for executives, with discretionary spending up to established levels
• Maintains presence in corporate offices to provide hands-on support to the executive team with travel as required by executives' schedules.
• Operates as an integral part of the Service Desk team, focused on executive support and assisting with daily operational service needs
• Track and document Executive support issues within the ServiceNow system.
• Develop Executive Support portfolio documenting special requirements and configurations implemented to support executives
• Ensure that executives from all business units (Corporate, Radio One, TV One, iOne Digital, Reach Media) have positive Support interactions and issues are documented and handled in an efficient and effective manner
• Ability to manage and meet support Service Level Agreements (SLAs)
• Ability to generate reports and perform analysis to evaluate and ensure appropriate support outcomes and address deficiencies
• Resolves technical requests including, but not limited to, the following areas:
  • Trouble ticket management and documentation of support issues/resolutions
  • Laptop and Desktop support, including connectivity to Directory Services, File Server connectivity, Printer configuration, Email support for Office 365, Outlook and Apple Devices
  • Usage of Microsoft Administrative Tools to support end-user needs
  • Network services troubleshooting and workstation connectivity, including wireless
  • Support corporate Security Stack applications, e.g. EDR, Anti-Ransomware
  • IOS and Android Mobile Devices support including Smart Phones, Tablets, etc.
  • Support diverse A/V needs from Cable TV to streaming to telepresence
• Other duties as assigned

KNOWLEDGE/SKILLS/ABILITIES:

• Demonstrated ability to maintain a customer-service focus and attitude at all times
• Ability to work individually and as part of a team
• Effective interpersonal skills and relationship-building skills
• Demonstrated ability to triage and troubleshoot a variety of technical issues
• Excellent written and oral communication skills, ability to present ideas in user-friendly language
• Self-motivated and directed, with the ability to effectively prioritize and execute tasks
• Must be able to work on multiple projects/priorities in a deadline-driven environment
• Must be able to remain calm in pressure situations
• Must be able to adapt quickly to a quickly changing environment
• Willingness to learn new technologies
• Proactively address new and emerging problems

EDUCATION and/or EXPERIENCE
Bachelor's degree or equivalent experience preferred. 8 years of advanced IT experience in working with senior management clientele. Hands-on experience and knowledge of desktop and laptop hardware and software. Expansive background and proficient skills with Microsoft productivity tools O365, Apple, and Microsoft-based technologies Microsoft Certified IT Professional (MCITP) or Microsoft Certified Desktop Support Technician (MCDST) strongly preferred
COMPENSATION AND BENEFITS:
Salary Range: $114,000 - $120,000
Benefits Package: Comprehensive benefits offerings include, Major Medical, Dental, Vision, FSA, HSA, 401K, PTO, elective supplemental options, and bonus as applicable.