Manager, Desktop Imaging Center (DTIC) (Org Change) (MD)
Manager, Desktop Imaging Center (DTIC) (Org Change) (MD)
Marriott International, Inc.
Hospitality - Hotel
Posting Date Mar 7, 2018
Job Number 18000FGO
Job Category Information Technology
Location Marriott International HQ, Bethesda, Maryland VIEW ON MAP
Schedule Full-time Relocation? No
Position Type Management
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Responsible for managing all aspects of reimaging and top-off services of personal computers for HQ based customers and escalated field requests. Lead the Desktop Technology Integration Center (DTIC) team staffing resources, assigning workload, creating playbooks, providing metrics and measures, manages staff and handle technical team esalations and management escalations/inquiries. Ensures an environment of continuous process improvement and functions as an expert in imaging and top off technology. Execute duties as a working manager delivering imaging services. Coordinates customer interactions for delivery of new and re-imaged personal computers and ensure fully functional technology for Marriott's productivity devices. Delivers high quality, customer service focused services to Marriott's HQ based customers and provides technical assistance and consultation to field based customers.
Education and Experience
8+ years experience in information technology
5 years of hands on experience with installing, configuring and troubleshooting Office 365, IE, Skype of Business, printer troubleshooting. Experience with iOS operating system and Apple technologies
5 years of desk side experience in a professional environment
3 years of relevant experience working on a technology imaging and configuration service team
2 years of experience in a technical management role
Excellent customer service and interpersonal skills
Bachelor's Degree, or the equivalent combination of education, technical training, or work/military experience
Excellent communication skills and problem solving ability
Demonstrated ability to work independently and with others
Proven ability to effectively prioritize and execute tasks in a high-pressure environment
ITIL Foundations certification
Experience with Microsoft Deployment Tool (MDT)
Technology related professional certifications
Expertise with workgroup and domain environments, and general networking troubleshooting
Experience in IT customer service environment using Service Now ITSM
Strong knowledge of server architecture and administration.
Networking devices and other infrastructure components (to include Wireless technologies).
CORE WORK ACTIVITIES
Manages the delivery of on-site Imaging services, including technical analysis and problem resolution to include but not limited to: WinTel devices, Windows, Office, Outlook, Apple Mac, iPhone, iPad, network and local printing
Manages the plans, coordination and provisioning of customer data moves and migrations, domain configurations, software installations, printer mapping and configuration
Provides high touch, focused customer service to new Marriott personal computer customers
Trains the DTIC staff in providing imaging services
Captures feedback, challenges and improvement opportunities to the image engineering team
Owns the DTIC playbook and process documentation
Educates and provides consultation to customers in the disposal of retired personal computer technology
Responsible for adhering to established quality control and security protocols
Builds, leverages, and maintains effective alliances across technical and business community
Interacts with customers to achieve efficient, effective results
Multi-tasks and prioritizes in accordance with business priorities and executive availability requirements
Records and responds to user queries using the incident management system (SNOW)
Maintains ownership of customer problems until a mutually satisfactory resolution is obtained
Escalates issues appropriately to other teams
Identifies and highlights persistent problems
Escalates issues to EUC leadership as appropriate
Leads and conducts customer consortium forums
Staffs the DTIC services team
Delivers project related technology deployments of new technology and/or re-purposing of existing Marriott personal computer technology
Ensures completion of all reimaging of PCs within SLA's from the time of pick up to the customers work space in all supported headquarters locations
Provides technical documentation and training for technical support associates, IRFAs and end users as needed
Provides timely response to hardware & imaging process questions from technical support associates, customers, partners and management as needed
Diagnoses hardware issues with Marriott supported laptop and desktop PCs
Assists with transitioning customers and departments to the next operation system
Fully understands and adheres to asset disposal process and security guidelines regarding privacy/confidentiality as defined by business needs
Reviews incident in the queue daily and ensures daily follow up on open cases per SLAs
Reviews metrics and provide regular feedback, resolution as well as assisting in the development of plans & actions as necessary
Adaptability - Maintains performance level under pressure or when experiencing changes or challenges in the workplace.
Communication - Conveys information and ideas to others in a convincing and engaging manner through a variety of methods.
Problem Solving and Decision Making - Identifies and understands issues, problems, and opportunities; obtains and compares information from different sources to draw conclusions, develops and evaluates alternatives and solutions, solves problems, and chooses a course of action.
Professional Demeanor - Exhibits behavioral styles that convey confidence and command respect from others; makes a good first impression and represents the company in alignment with its values.
Building and Contributing to Teams - Participates as a member of a team to move toward the completion of common goals while fostering cohesion and collaboration among team members.
Driving for Results - Sets high standards of performance for self and/or others; assumes responsibility for work objectives; initiates, focuses, and monitors the efforts of self and/or others toward the accomplishment goals; proactively takes action and goes beyond what is required.
Planning and Organizing - Gathers information and resources required to set a plan of action for self and/or others; prioritizes and arranges work requirements to accomplish goals and ensure work is completed.
Coworker Relationships - Interacts with others in a way that builds openness, trust, and confidence in the pursuit of organizational goals and lasting relationships.
Customer Relationships - Develops and sustains relationships based on an understanding of customer/stakeholder needs and actions consistent with the company's service standards.
Global Mindset - Supports employees and business partners with diverse styles, abilities, motivations, and/or cultural perspectives; utilizes differences to drive innovation, engagement and enhance business results; and ensures employees are given the opportunity to contribute to their full potential.
Generating Talent and Organizational Capability
- Talent Management - Provides support and feedback to help individuals develop and strengthen skills and abilities needed to accomplish work objectives.
Learning and Applying Professional Expertise
Applied Learning - Seeks and makes the most of learning opportunities to improve performance of self and/or others.
Business Acumen - Understands and utilizes business information to manage everyday operations and generate innovative solutions to approach business and administrative challenges.
Technical Acumen - Understands and utilizes professional skills and knowledge in a specific functional area to conduct and manage everyday business operations and generate innovative solutions to approach function-specific work challenges.
Basic Competencies - Fundamental competencies required for accomplishing basic work activities.
Basic Computer Skills - Uses basic computer hardware and software (e.g., personal computers, word processing software, Internet browsers, etc.).
Mathematical Reasoning - Adds, subtracts, multiplies, or divides quickly, correctly, and in a way that allows one to solve work-related issues.
Oral Comprehension - Listens to and understands information and ideas presented through spoken words and sentences.
Reading Comprehension Understands written sentences and paragraphs in work related documents.
Writing - Communicates effectively in writing as appropriate for the needs of the audience.
Marriott International is an equal opportunity employer committed to hiring a diverse workforce and sustaining an inclusive culture. Marriott International does not discriminate on the basis of disability, veteran status or any other basis protected under federal, state or local laws.