North America Level 3 Operations Support Manager

Company Name:
Analog Devices
This role reports to the Manager of North America IS Operations and a lead a team of experienced IS individuals. This team supports the IS groups at each site and helps to resolve the most challenging operational issues. This team is also involved in planning major tactical IS projects such as bringing a new site online, installing new network infrastructure at a site or upgrading the AV equipment in our conference rooms. This is the strategy and automation side of the North America operations group.
Roles and Responsibilities
Lead a team of first class voice, data and desktop support engineers to provide level 3 IS support to local site IS teams.
Identify opportunities to improve the services we offer in desktop, voice and data. Work with local site IS support groups and strategic IS groups to drive these initiatives to completion.
Identify opportunities to standardize equipment or software reducing the overall support footprint.
Program manage larger scale IT operations projects such as new office network installation, implementing a new ticketing system, retiring voice infrastructure at a site.
Identify trends in operations issues. Work to eliminate problems at root cause. Automate where possible.
Developing documentation and training material for the local site IS staff and end user community within Analog Devices, Inc.
Managing software license contracts.
Establish key technical relationships with technical organizations, vendors or consulting organizations in order to utilize specific technical skills for the achievement of the business goals.
Bachelor's Degree in Computer Science or related field with a minimum of 7 years of related and progressive work experience.
Proven history of initiative and driving projects to completion.
Excellent verbal and written communication skills.
Excellent problem solving skills.
Genuine interest in IT and strong technical aptitude.
Must have a good knowledge of TCP/IP, networking concepts, switches, routers
Preferably will have a working knowledge of voice platforms, SIP, AVAYA.
Must have experience supporting a windows desktop environment for a medium or large enterprise and a working knowledge of SCCM.
Experience managing a PC support team and maintaining a helpdesk ticketing system.
Ability to program.
Ideally would have experience with AV equipment such as Crestron or Extron, DSP technology, etc.
Ideally would have experience supporting semi-conductor industry.
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