Job Title: Onsite Support Manager

　　Job location: Atlanta, NYC, Chicago, Dallas, or Houston

　　Job description:

　　As a member of the Capgemini Global Support team, the Onsite Support Manager will be responsible for daily onsite support of Capgemini Americas offices. This includes being responsible for the Onsite Support staff with their day-to-day issues or concerns and assisting them in Operational and Technical areas. Key responsibilities will be people management, ensuring the team meets performance KPI's and other defined objectives and each office location is 100% functional and if not align with respective team to resolve.

　　The Onsite Support Manager will also be responsible for coordination of staff for all site maintenance and activity support, which includes daily site health checks and after business hours support when needed. This is encouraged to be a primarily on-site presence role with the opportunity to work remote on occasion. Travel will be required.

　　Crucial Responsibilities and Duties:

　　• Responsible for Regional critical metric and Metrics compliance, and trends analysis

　　• Support global projects and initiatives within the region

　　• Identify areas of improvement and implement processes to simplify daily tasks

　　• Coordinate and work with global service owners and delivery managers for onsite activities

　　• Assist to arrange the support and logistics required for leadership events onsite

　　• Provide second-line investigation and diagnostics to assist the team on support issues

　　• Issue of unresolved incidents/service requests to service owners or vendors

　　• Develop and maintain a working relationship with the IT Business Partners and onsite business owners

　　• Align with and implement Global IT policies, and reinforce same with staff

　　• Build and maintain process documentation

　　• Build and present weekly/monthly reporting and analysis on group activities

　　• High level issues of endpoint, network, and audio visual device issues when needed

　　• Provide priority support to VPs and critical users

　　• Continual development of staff skills and proficiencies

　　Key Proficiencies: (working /support knowledge of)

　　• Strong people leadership skills

　　• Knowledge and experience with installation, personalization, and staging of PCs

　　• Working experience with both Windows and Apple OS

　　• Strong Troubleshooting Skills

　　• Solid grasp of the IT Service Management concepts such as SLA, OLA, MTTR, ITIL

　　• Knowledge of Audio Visual equipment including Polycom, Cisco, MS Surface Hub, and other presentation technologies

　　• Experience leading Ticket and Asset Management Systems such as BMC Remedy / HP IT Service Manager / Service Now

　　• Excellent customer interface skills

　　• Good interpersonal communication skills

　　• Strong communications skills, both written and oral

　　• Understanding of customer happiness principles and practices

　　• Ability to write technical support documentation a plus

　　Qualifications:

　　• Minimum Education: Bachelor's Degree in Computer Science or relevant field

　　• Experience: 7-10 years including staff management preferred

　　Behavior:

　　• Proficient in English (spoken and written) with 2nd language a plus

　　• Willingness to work flexible hours when needed

　　• Takes ownership of the tasks at hand and adheres to agreed timelines

　　• Willingness to travel

　　• Proactive and willing to take Initiative

　　• Excellent teammate

　　• Ability to work under stress

　　• Good interpersonal and time management skills

　　• Good analytical and problem-solving skills

　　• Maintains good attention to detail in fast paced situations

　　Life at Capgemini

　　Capgemini supports all aspects of your well-being throughout the changing stages of your life and career. For eligible employees, we offer:

　　- Flexible work

　　- Healthcare including dental, vision, mental health, and well-being programs

　　- Financial well-being programs such as 401(k) and Employee Share Ownership Plan

　　- Paid time off and paid holidays

　　- Paid parental leave

　　- Family building benefits like adoption assistance, surrogacy, and cryopreservation

　　- Social well-being benefits like subsidized back-up child/elder care and tutoring

　　- Mentoring, coaching and learning programs

　　- Employee Resource Groups

　　- Disaster Relief

　　About Capgemini

　　Capgemini is a global leader in partnering with companies to transform and manage their business by harnessing the power of technology. The Group is guided everyday by its purpose of unleashing human energy through technology for an inclusive and sustainable future. It is a responsible and diverse organization of over 360,000 team members in more than 50 countries. With its strong 55-year heritage and deep industry expertise, Capgemini is trusted by its clients to address the entire breadth of their business needs, from strategy and design to operations, fueled by the fast evolving and innovative world of cloud, data, AI, connectivity, software, digital engineering and platforms. The Group reported in 2022 global revenues of €22 billion.

　　Get The Future You Want | www.capgemini.com

　　Disclaimer

　　Capgemini is an Equal Opportunity Employer encouraging diversity in the workplace. All qualified applicants will receive consideration for employment without regard to race, national origin, gender identity/expression, age, religion, disability, sexual orientation, genetics, veteran status, marital status or any other characteristic protected by law.

　　This is a general description of the Duties, Responsibilities and Qualifications required for this position. Physical, mental, sensory or environmental demands may be referenced in an attempt to communicate the manner in which this position traditionally is performed. Whenever necessary to provide individuals with disabilities an equal employment opportunity, Capgemini will consider reasonable accommodations that might involve varying job requirements and/or changing the way this job is performed, provided that such accommodations do not pose an undue hardship.

　　Capgemini is committed to providing reasonable accommodations during our recruitment process. If you need assistance or accommodation, please reach out to your recruiting contact.

　　Click the following link for more information on your rights as an Applicant http://www.capgemini.com/resources/equal-employment-opportunity-is-the-law

　　Applicants for employment in the US must have valid work authorization that does not now and/or will not in the future require sponsorship of a visa for employment authorization in the US by Capgemini.