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GAF Executive Technical Support Manager in New York, New York

At GAF, putting a roof over your head is the foundation of our business. As we continue to pursue the excellence that has led us to the top, one thing is constant - it’s all the best in the industry and it’s made by the best people in the industry.

GAF products have been designed and made for more than 125 years by talent and innovation emanating from the minds of its employees. All 3,200 of us are champions of our values, some of which include innovation, safety, quality and integrity, and we work for a company that rewards us for it. That’s why we’ve grown into a $3+ billion leader in the building materials industry.

SUMMARY

The Executive Technical Support Manager will serve as the main point of contact during the communication and coordination of any technology issues/incidents, requests and questions from the executive leadership team. The Executive Technical Support Manager will be the face of the IT team and will need to be able to represent the IT community in a clear, crisp fashion and manage relationships, conflicts and communication with a high level of efficiency and clarity.

ESSENTIAL DUTIES

Responsibilities to include, but not limited to:

  • Provide "White Glove” Concierge Service to executive leadership, designated personal contacts/family and other Firm VIPs.

  • Serve as the dedicated hands on technology specialist for any senior management and oversee a small team of resources to form the "Technology Concierge Service” team; responsible for the relationship management, communication strategy, and technical expertise critical to the delivery of IT services to executive leadership and their family members.

  • Develop a reputation of IT leadership, as both a trusted subject matter expert in IT as well as a reliable partner in coordination of IT initiatives to executive leadership and founders.

  • Communicate complex technical issues in business language.

  • Cultivate and maintain an understanding of the various technology resources available and be able to speak to the benefits and drawbacks for each.

  • Investigate and perform advanced screening of emerging technologies. Manage deployment/implementation of new or noteworthy technology to executive population for early use/adoption.

  • Serve as a proactive IT advisor to senior executives and VIPs, by assessing their requests for technology/software/hardware and recommending the most suitable solutions to help them achieve desired results.

  • Demonstrate ownership and manage incident resolution from end-to-end in a highly responsive manner. Must be able to escalate and provide visibility, as appropriate, to senior IT management.

  • Coordinate and provide an IT interface to communicate scheduled outages, planned system upgrades, new application deployments, or an IT initiatives that impact service.

  • Required to provide 24x7 on-call coverage; will also be expected to travel to other offices and location including home visits in order to provide onsite support when required.

  • Work very closely with a shared service organization to provide incident response.

LEVEL BASED COMPETENCIES:

Level Based Competencies are to be designated based on job level and content.

  • Adaptability

  • Building Strategic Working Relationships

  • Technical/Professional Knowledge & Skills

  • Stress Tolerance

  • Decision Making

  • Communication

Technical knowledge/skills

  • Windows PCs, Macintosh

  • iPhone, iPad and other wireless devices

  • PC/Network Operating Systems: Windows, Mac OS

  • Extensive knowledge of and hands-on experience with end user issues pertaining to desktops, laptops, PDA, cell phones, networks, internet etc.

  • Advanced Understanding of All Apple Products including but not limited to:

  • iPad

  • iPhone

  • Apple Pencil

  • iMac

  • MacBook Pro

  • MacBook Air

  • Advanced understanding of the following pieces of Software:

  • Windows

  • Mac OS

  • iOS

  • Office 2010/2013 for Windows

  • Office 2016 for Mac

  • Apple Photos

  • Hardware Related Support

  • Fitness Watch Understanding (Garmin)

  • HP Color LaserJet Printers

  • Light understanding on Home Automation Systems (Savant/Crestron) with the ability to work with 3rd parties for support

  • Apple TV

  • Roku

General knowledge/skills

  • Proven ability to build credibility and strong customer relationships as a trusted IT advisor who understands business needs and can balance with organizational strategy

  • Able to work both manage and work as part of a team to ensure the seamless delivery of white glove service.

  • Seasoned professional able to work calmly under pressure and/or challenging conditions

  • Able to discretely manage highly confidential/sensitive company and personal information

  • Very strong communicator with excellent verbal and written skills

  • Strong relationship building abilities/diplomatic and even-keeled

  • Creative problem solving skills

  • Excellent crisis management skills

Education/Experience

  • Bachelor's degree.

  • 10+ years of Information Technology experience.

  • Must have hands-on experience supporting senior executive level clientele, with a strong desire to deliver best in class service along with a high level of responsiveness/sense of urgency.

GAF is proud to be an Equal Opportunity Employer, committed to workplace diversity. M/F/D/V.

No search firms please.

Requisition ID: 5539

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