AMC Theatres

JOB DESCRIPTION - MANAGER, HELP DESK

Please send your resume with salary requirements to: TechnologySystemsCareers@amctheatres.com

Are you ready to take charge of your career? AMC Entertainment Inc. is the preferred choice for millions of guests annually. We’re one of the world’s leading theatrical exhibition and out-of-home entertainment companies with associates passionate about guest satisfaction and achieving results.

The Manager, Help Desk effectively manages a team of support personnel who troubleshoot IT issues. This includes implementing policies and procedures regarding how problems are identified, received, documented, distributed, and corrected, ensuring maximum issue resolutions in minimum time, and evaluating new information systems products or services and suggesting changes to existing products or services to better aide the end user. What does that mean? Let's break it down into your soon-to-be responsibilities:

Manage the processing of incoming calls to the Help desk via telephone, web and e-mail to ensure courteous, timely and effective resolution of end user issues.
Design and enforce request handling and escalation policies and procedures.
Coordinate and/or perform hands-on fixes at the desktop level, including installing hardware, implementing file backups, and configuring systems and applications.
Monitor and test fixes to ensure problems have been adequately resolved.
Access software updates, drivers, knowledge bases, and frequently asked questions resources on the internet to aid in problem resolution.
Track and analyze trends in Help Desk requests and generate statistical reports.
Assess need for any system reconfigurations based on request trends and make recommendations.
Identify, recommend, develop, and implement end user training programs to increase computer literacy and self-sufficiency.
Establish and enforce Help Desk service level agreements in consultation with end user to establish problem resolution, expectations and timeframes.
Analyze performance of Help Desk activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
Plan and conduct performance appraisals of Help Desk staff, administer developmental counseling and personal development plans.
Prepare budget proposals and operational expenditure statements.
Collaborate with other departments to identify and/or procure Help desk software for internal staff and external clients.
Oversee installation of new enterprise systems and resolve adaptation issues.

At AMC, our success is fueled by a team-based culture where a take-charge approach exists at all levels. We offer continuous training and development programs, a highly competitive compensation plan with performance-driven bonuses and excellent benefits. All candidates should meet the following requirements:

Bachelor's degree
Seven years of experience in the field.
Exceptional knowledge of computer hardware, including NCR Point of Sale Systems, Windows Desktops, Xerox MF devices.
Experience with Point of Service, desktop and server operating systems, including Windows XP, Windows Server 2003, and Windows Point of Service.
Expensive application support experience with Jujitsu Point of Service, Microsoft general office automation systems, Microsoft SharePoint and Exchange and knowledge of programming languages, including C+, Visual Basic, Java Script, Transact - SQL, PL/SQL.
Working knowledge of a range of diagnostic utilities, including the HP Mercury sweet of test utilities.
Demonstrated experience in the management of a technical support team.
Proven track record of developing and providing Service Level Agreements and Help Desk deliverables.

As if working in the entertainment industry wasn’t enough, you’re entitled to many benefits as an AMC associate including FREE movie passes, health and 401(k) plans, paid vacation, an employee assistance program and flexible spending accounts. If working with a great team of associates at a company who strategically looks to innovation of interactive mediums matters to you, send us your resume! And don’t forget to include your salary requirements.

Please send your resume with salary requirements to: TechnologySystemsCareers@amctheatres.com