Senior Manager, Global Field Services On-Site Break/Fix

About Us 

At WeWork, we provide inspiring and flexible workplace solutions to help businesses - small, medium or large - thrive in more than 150 cities globally. The future of work is happening right now, and we are leading this moment. United by a common purpose, here we will empower tomorrow’s world at work. Join us on our journey as we give our members the freedom and support to push boundaries in their industries, and work to redefine our own. 

 About The Opportunity

We are looking for a Global Field Services Senior Support Manager who will report to the Global Head of Building Technology to lead the global onsite break/fix technical support service for WeWork IT infrastructure.  In this role, the successful candidate will:

• Globally manage the service delivery of break/fix support for Technology Infrastructure which includes IT, AV, Print services & Telephony for our members.  The ideal candidate will use their passion for technical  problem solving to design, plan, build and lead a support service that maximizes the Member (End User) Experience.

• Manage all Technology break/fix activities through resolution, including scheduling, dispatch, communications, knowledge, process and escalations to exceed Member expectations in the delivery of the same core technology components for our Members.

• Globally manage technology break/fix service providers and a small internal team, to ensure best-in-class break/fix support, ensuring compliance of KPI’s, SLAs and other performance measures.

• Responsible for staffing levels, onboarding, training, coaching and development of internal team members.

• Facilitate and have overall responsibility for strategic break/fix support roadmaps for future plans including relevant technology support, knowledge, process and the teams within this role's scope.

• Partner with our Service Desk, NOC and Network Engineering teams for troubleshooting and resolution of LAN & Wireless Network issues.  Creatively Challenge the support status quo for continuous  improvement including operational standardization of process, policy, self-help, shift left initiatives, balancing both cost and the member experience. 

• Partner with internal technology teams to work with vendors in support of Planned Preventative Maintenance Activities in an effort to proactively identify and resolve Technology issues.

• Partner with internal technology teams to help educate and assess capabilities related to IT troubleshooting practices for the location-based Community Teams ensuring they can provide level one technical support to the Members where applicable.

• Understand existing, emerging, and innovative technologies to enhance the Member Experience by improving/streamlining technology support service processes and knowledge.

• Analyze and identify trends using both member experience surveys and support ticket data aspiring to ensure that issues with building technology infrastructure with the goal of anticipating and resolving issues before they happen.

• Develop and manage relationships with regional and/or global third-party service providers to facilitate successful break/fix support services.

• Have Oversight to the operational budget and invoice lifecycle to ensure no delays in provider payments and/or services.

• Be the global escalation point of contact that manages the day-to-day operations of the Technology break/fix Deployment teams including internal team and/or external providers.

• Establish and cultivate relationships with peers within and beyond the Technology organization.

• Be able to travel up to 10% of the time.

A large part of your day to day activities will be to work closely and cross-functionally with multiple disciplines to support and solve technical issues and provide solutions in an effort to exceed member expectations.

About You

• A Bachelor's degree in a relevant technical field or an associate degree and 6+ years of technical experience preferred (support, field work, etc.) with a demonstrated understanding of Networking.

• Familiarity with networking principles, architecture and break/fix support, such as, cable testing, ping tests, traceroutes, and operating system specific network configuration.

• Prior experience (2+ years) managing support technicians in a support capacity.

• Prior experience (2+ years) managing external support service providers / vendors in a technical support capacity.

• Prior experience (2+ years) managing operational budgets, invoice lifecycle, contract management and service provider negotiations (a plus).

• Ability to use discretion and judgment in evaluating problems and creating solutions