Job Title : Service Delivery ManagerLocation : New York, NYCompany : AmexSalary : Open Date : 2023-01-29Close Date : 2023-05-29
At American Express, we know that with the right backing, people and businesses have the power to progress in incredible ways. Whether we’re supporting our customers’ financial confidence to move ahead, taking commerce to new heights, or encouraging people to explore the world, our colleagues are constantly redefining what’s possible — and we’re proud to back each other every step of the way.
When you join Team Amex, you become part of a diverse community of over 60,000 colleagues, all with a common goal to deliver an exceptional customer experience every day. Here, you’ll learn and grow as we champion your meaningful career journey with programs, benefits, and flexibility to back you personally and professionally. Every colleague share in the company’s success.
Together, we’ll win as a team, striving to uphold our company values and powerful backing promise to our customers, communities, and each other every day. And we’ll do it with integrity and in an environment where everyone is seen, heard and feels like they truly belong.
Join #TeamAmex and let’s lead the way together.
How will you make an impact in this role?
In this role, you will be a key member of a team that provides direct technology support to the senior executives at American Express. This position requires someone with strong interpersonal skills and a high level of technical expertise across multiple disciplines. Attention to detail and the ability to communicate clearly and concisely are critical components for success in this role. You will work closely and develop relationships with both internal and external partners to reduce impact on our client base, mitigate issues quickly and provide for the best technology experience possible.
- Provide the highest level white glove onsite support to senior leadership.
- Based in our Downtown, New York City Headquarters.
- Provide technical support of end user technology such as Microsoft Windows, Microsoft Office Suite, common applications, networking and printing.
- Troubleshoot, research, and resolve escalated technical problems and incidents
- Provide support of mobility platform (iOS, Android and MDM)
- Assist with Installs, Moves & Changes
- Occasional travel support for home office and offsite meetings and events
- Persistent logging of tickets
- Adhere to all SLA’s and KPI’s.
- Create, follow, and improve procedure documents
- Provide training to enhance digital literacy
- Key technical contributor in the development, deployment, monitoring, maintenance and upgrade of IT systems
- Lead and participate in enterprise level projects/initiatives
- Provide afterhours support (24x7)
- Research technologies and recommend solutions as needed
- Work independently while simultaneously being a collaborative team member striving for team success.
As part of our diverse tech team, you can architect, code and ship software that makes us an essential part of our customers’ digital lives. Here, you can work alongside talented engineers in an open, supportive, inclusive environment where your voice is valued, and you make your own decisions on what tech to use to solve challenging problems. Amex offers a range of opportunities to work with the latest technologies and encourages you to back the broader engineering community through open source. And because we understand the importance of keeping your skills fresh and relevant, we give you dedicated time to invest in your professional development. Find your place in technology on #TeamAmex.
Minimum Qualifications
- Strong customer service, organizational and communication skills
- Experience in leading and running large scale projects
- Ability to communicate and to interact effectively with colleagues
- Ability to work and adapt in a dynamic environment and recognize and action priority issues
- Ability to develop and perform training
- Self-starter with the ability to effectively work with minimal supervision
- Must be self-motivated and willing to learn
- Ability to manage multiple requests effectively
- Ability to leverage and interpret technical manuals and white papers
- An active interest and passion for technology
- Ability to work both independently and as part of a group
- Experience with creating standards and documentation
Technical Qualifications
- 5+ years' experience as part of an Executive Support organization of a fortune 500 company
- Direct experience providing “white-glove” support for high-profile video meetings using hardware and software such as Cisco Room Kits, Cisco WebEx, Zoom, MS Teams, Crestron and BiAmp.
- Direct experience leading & supporting Board Meetings & Executive Offsites
- Advanced knowledge of Microsoft Office Suite 365 and Microsoft Teams
- Knowledge of TCP/IP networking and related network services
- Knowledge of Active Directory/Azure AD concepts and administration
- Extensive knowledge and experience with Windows and Apple based operating systems and related technologies such as Intune, SCCM, Azure and Exchange
- Experience with hardware platforms including Dell, Microsoft and Lenovo
- Experience with configuring and support mobile devices (iOS and Android) in a MDM environment
- Outstanding troubleshooting skills with Workstations in a networked environment
- Working knowledge of remote connectivity tools such as Bomgar
- Working knowledge of ticketing systems like ServiceNow
- CompTIA A+, Network+, Security+
- Apple & Microsoft Certifications are a plus
Preferred Qualifications
- ITIL Foundations is a plus
- A/V Certifications are plus
Salary Range: $110,000.00 to $190,000.00 annually + bonus + benefits
The above represents the expected salary range for this job requisition. Ultimately, in determining your pay, we'll consider your location, experience, and other job-related factors.
American Express is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.
We back our colleagues with the support they need to thrive, professionally and personally. That's why we have Amex Flex, our enterprise working model that provides greater flexibility to colleagues while ensuring we preserve the important aspects of our unique in-person culture. Depending on role and business needs, colleagues will either work onsite, in a hybrid model (combination of in-office and virtual days) or fully virtually.
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Employment eligibility to work with American Express in the U.S. is required as the company will not pursue visa sponsorship for these positions.