Front Line Helpdesk Manager

Manager, Front Line Support (Helpdesk)



Would you like to be a part of a dynamic, high performance Information Technology and Services team that supports 24x7 spacecraft operations and Internet content services?

At DigitalGlobe we launch and fly satellites, download, process and store terabytes of imagery data, make terabytes more of finished content, and make it all accessible and usable with the latest in IT infrastructure and software technologies.  We are a key imagery content provider to the United States and several other governments around the world; our products are core to the internet’s most popular mapping and real estate sites as well as used frequently by TV, print and other news and media agencies.

If your answer to the question above is Yes!, and you’re a driven individual who wishes to make substantial contributions towards the delivery of world-class Enterprise technology operations, then we’d like to hear from you.  We’re looking for individuals to join our growing team who demonstrate initiative, are self-disciplined, have a passion for quality/excellence, maintain solid technical skills, are team-first players, are calm under pressure yet have a strong sense of operational urgency as and when appropriate, and want to proactively engage the business in order to understand its challenges and deliver high-value solutions.

Position Summary:

This position is responsible for the management of the desktop portion of DigitalGlobe’s technology infrastructure.  This includes Windows and Linux PCs (desktops, notebooks, workstations), phones, mobility devices and services, networking and all I/O devices.  The position is accountable for on-going operations with 24x7 on-call support, but is also involved in all phases of the infrastructure lifecycle (e.g., solution engineering) through collaboration with other IT teams.

Key responsibilities:

-  Provide leadership and management for a team consisting of five Windows technicians, one Linux administrator, one mobility / network / phones specialist and two contractors.

-  Set operational priorities to ensure service levels are met or exceeded for a rapid-growth environment consisting of over 400 personnel and 600 desktops/notebooks/workstations, across 1 HQ and 6 US and international offices.

-  Identify new solutions that are required by the business.

-  Perform on-going status and metrics reporting, as well as budget management.

-  Develop / mentor staff.

-  Provide backstop helpdesk and troubleshooting support.

Qualifications:

This position requires a minimum of five years of helpdesk management experience in a medium to high complexity production environment with 4 nines uptime requirements, as well as progressive personnel management responsibilities.

Experience with the following is required:

-  Windows desktop support and builds (XP, Vista)

-  Linux desktop support (RedHat)

-  Windows networking (AD, DNS)

-  Microsoft Office 2003 Suite applications (IE, Outlook, Word, Excel, PowerPoint, Visio, Project, etc.)

-  Blackberry Enterprise server

-  Mobility devices and services (e.g., cell phones, Blackberries, wireless 3G data cards)

-  Desktop phones and services

-  Essential Networking (e.g., TCP/IP, switches, routers, firewall, VPN)

-  I/O devices (e.g., printers, copiers, projectors)

-  PC hardware (desktops, notebooks, workstations), ideally Dell

-  IT desktop security policies, practices, procedures

-  Standard IT request / incident management processes and process frameworks (e.g., ITIL)

Experience with one or more of the following is highly desirable:

-  Multi-site helpdesk support, including management of remote personnel

-  Provision of desktop support at international locations

-  GIS COTS applications (e.g., ESRI, MapInfo)

-  Lucent Definity PBXs

-  SMS and MOM / Microsoft Operations Center

-  Exchange 2003

-  SharePoint 2001 and 2003

-  SQL Server 2000 and 2005

-  SCCM

-  Windows / Citrix terminal servers

-  Blade servers

-  Programming and/or scripting

-  Storage (DAS, NAS, SAN) – e.g., Hitachi Data Systems mid-tier frames

-  Open source tools (e.g., RequestTracker)

-  Sarbanes-Oxley

Minimum Education:

High School Diploma

B.Sc. in Computer Science or equivalent preferred



Citizenship:

U.S. Citizenship is required.

DIGITALGLOBE:

Today, DigitalGlobe employs more than 400 people and has established itself as the leader in satellite imagery and geospatial information products. DigitalGlobe is the first and only company operating a constellation of sub-meter commercial imaging satellites and is leading the industry into the next generation of commercial satellite imaging.

 

DigitalGlobe’s commitment to collecting the most accurate and high resolution imagery, and making it accessible from any place on earth, has widened the use and derived benefit of imagery for defense, commercial and civil government applications worldwide.  DigitalGlobe products have countless uses in market areas such as exploration and production, location based services, city and regional planning, real estate and retail, infrastructure mapping, Internet portals, natural resource, environmental and humanitarian monitoring, emergency response planning defense and intelligence and 3D visual simulation.

 

DigitalGlobe has established itself as the industry leader through the technical superiority of its satellite systems and its high standards regarding product quality, customer service and business partner relationships, as well as its entrepreneurial spirit and “easy-to-work with� business style.

 

DigitalGlobe content delivers increased knowledge and insight, whether it is identifying minerals hidden in the earth surface, assisting in infrastructure development and engineering, mapping remote regions of the world or assisting in emergency response to the world’s natural disasters.

 

DigitalGlobe was founded in 1992 as an Earth imaging and information company and was the first company to ever receive a high-resolution commercial remote sensing license from the U.S. Government under the Land Remote Sensing Policy Act. The company currently operates the world’s highest-resolution commercial satellite constellation with QuickBird and the first of two next-generation satellites, WorldView-1. The company plans to complete construction of its second next-generation satellite, WorldView-2 in late 2008. 


Because DigitalGlobe was founded by geographic information systems (GIS) and mapping users, the company understands its customers’ unique needs for geospatial information products for a number of mapping and planning applications. While DigitalGlobe’s formidable leadership has ensured solid financing, world-class management and legendary marketing vision, the company’s customer-friendly culture positions DigitalGlobe as the industry’s “go-to� provider of geospatial information products and services. Many of its current managers and employees are former intelligence and military professionals who bring year’s worth of user experience to the company.

 

WorldView-1, with its superior increase in capability and capacity, and QuickBird, DigitalGlobe’s other high-resolution satellite, together operate as the world’s highest-resolution commercial satellite constellation.  Combined with DigitalGlobe’s aerial program, the company collects more than 1 million km2 of imagery per day and is made available quickly and easily to support applications ranging from remote sensing to high quality print downloads. 

 

 

 

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