IT Help Desk Manager
Cumulus Media Inc.

Job Info

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Job Details

The audio industry is on fire - from podcasting and streaming to smart speakers and live radio - and it's never been a more exciting time to join and grow with one of the country's largest and most sophisticated audio companies!

CUMULUS MEDIA is a leading audio-first media and entertainment company delivering premium content to over a quarter billion people every month - wherever and whenever they want it. CUMULUS MEDIA engages listeners with high-quality local programming through 405 owned-and-operated stations across 86 markets; delivers nationally-syndicated sports, news, talk, and entertainment programming from iconic brands including the NFL, the NCAA, the Masters, CNN, the AP, the Academy of Country Music Awards, and many other world-class partners across nearly 7,300 affiliated stations through Westwood One, the largest audio network in America; and inspires listeners through its rapidly growing network of original podcasts that are smart, entertaining and thought-provoking. CUMULUS MEDIA provides advertisers with personal connections, local impact and national reach through broadcast and on-demand digital, mobile, social, and voice-activated platforms, as well as integrated digital marketing services, powerful influencers, full-service audio solutions, industry-leading research and insights, and live event experiences. CUMULUS MEDIA is the only audio media company to provide marketers with local and national advertising performance guarantees.

CUMULUS MEDIA | (Atlanta, GA) has an immediate, hybrid-remote openingfor a full time IT Help Desk Manager to provide timely support and planning of technology with internal end-users and the execution of services requested. This role reports directly to the Vice President of IT and will collaborate with all levels of CUMULUS personnel to manage the lifecycles of service solutions based on an identified issue or individual request. The ideal candidate will have strong leadership skills and a deep commitment to end-user satisfaction while ensuring the continuity of overall process improvement.

Key Responsibilities:

• Ensures day-to-day Help Desk service delivery meets or exceeds end-user and client expectations - includes active assignment and management of tickets, phone calls, and status updates/communications.
• Acts as technical lead for ticket triage and resolution for more complex issues beyond the scope of Help Desk Specialists - coordinates the delegation and follow-up with both internal teams and external third parties.
• Facilitates maintenance, analyzation, troubleshooting and repair of computer systems as needed, staying current with system information, changes, and updates.
• Creates and approves process documentation, ensuring that Help Desk Specialists are trained on the process along the way.
• Manages, measures, and reports on key service-level metrics: response time, first contact resolution rate, mean/average time to repair, cost per call, call avoidance, demand mix/end-user productivity metrics in support of Help Desk goals and organizational strategies.
• Maintains an atmosphere of Continuous Improvement.
• Manages, motivates, and mentors IT Help Desk Specialists to deliver outstanding end-user and customer service.
• Facilitates regular team meetings to review completed work, pending work, upcoming changes, and opportunities for improvement.
• Works collaboratively with all CUMULUS departments, building and maintaining relationships to ensure IT-delivered services and end-user productivity goals are met.
• Participates in department projects and initiatives involving Help Desk and system administration services.
• Other related duties as assigned.

Job Requirements:

Qualifications:

• Bachelor's degree in Computer Science or a related field is preferred.
• 5-7 years' experience in a Helpdesk/desktop support position, with 1-3 years of supervisory/team lead experience highly preferred.
• Strong Windows XP/7 and PC Hardware installation and troubleshooting skills.
• Strong knowledge of Microsoft Office products - 365 (SSO), SharePoint, etc.
• Strong knowledge of Outlook and mobile devices OS: iOS/Android
• Detailed understanding of Windows Server 2003/2008 - Active Directory, Group Policies, etc.
• Working knowledge TCP/IP for network connectivity troubleshooting.
• Ability to learn quickly and work independently.
• A strong desire to work in a highly interactive, team environment.
• All new hires must be fully vaccinated for COVID-19 by date of hire, subject to legally mandated accommodations.

What we offer:

• Competitive pay.
• Professional growth and career path.
• Focused, responsible and collaborative work environment with the ability to ask, "what if" and try innovative solutions.
• Medical, Dental & Vision Insurance coverage.
• 401K with company match to plan for the long-term.
• Paid Vacation & Holidays.

For immediate consideration, please visit

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For more information about CUMULUS MEDIA, visit our website at:

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CUMULUS MEDIA is proud to be an Equal Opportunity Employer (EOE).

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Job Snapshot

Employee Type
Full-Time

Location
Atlanta, GA

Job Type
Information Technology, Media - Journalism - Newspaper

Experience
Not Specified

Date Posted
03/15/2023

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