Manager, Workforce Support (Xico)

Your New Role

This role leads a mix of critical components, managing IT support services, Global Service Desk, with ability to deliver a high-quality support strategy. It is highly visible and is an integral link between the IT service delivery teams and our end users. The role requires working with international teams to build strategies and processes aligned with general needs.

Responsibilities

• Manage Global Service Desk and technical resources to support PC, MacOS, mobile devices and other technical areas.
• Plan and manage work responsibilities for the Global Service Desk in the region.
• Provide effective team management, team training, and work with international peers to drive a consistent process.
• Assist the Global team with management of local vendors to ensure delivery of cost‑effective, high‑quality IT services.
• Support budget planning and track expenses to align with organizational fiscal goals.
• Work with key business stakeholders to understand requirements and align IT support accordingly.
• Assist in leading office building/consolidation projects and build a cohesive relationship with real‑estate.
• Manage daily team performance, reviews, and performance improvement plans.

Strategy

• Collaborate with stakeholders to understand team needs and dependencies to align business processes.
• Develop and execute methodology to evaluate, prioritize, and monitor success of business processes.
• Work closely with cross‑functional orgs to understand change and develop support strategy for global users.
• Collaborate with stakeholders to gather requirements for budget planning, expense tracking, and forecasting.
• Create comprehensive strategy presentations for senior executives.
• Build frameworks and drive development through dynamic BI tools and dashboards for business planning and goal measurement via KPIs.

Analytics

• Develop comprehensive performance analysis of business processes and review improvement opportunities.
• Participate in stakeholder meetings to understand major projects and initiatives.

Qualifications & Experiences

• 8+ years of experience in a related field (media, entertainment, business development or streaming services is a plus).
• Superior analytical and problem‑solving skills.
• Experience developing financial models in Excel and facilitating business discussions.
• Expert user of Microsoft Office (Excel, PowerPoint, Word).
• A passion for accuracy and translating insights into a compelling narrative, balancing details with the bigger picture.
• Excellent written and verbal communication skills.
• Excellent relationship‑building skills.
• Ability to work collaboratively with small teams and handle multiple assignments concurrently.

Preferred Experience

• Bachelor or Master degree in Computer Science and/or Management Information Systems.
• Knowledge of and passion for media, entertainment, and technology industries.
• Familiarity with streaming and similar products/services.
• Experience working in a national or global company.
• Knowledge of visualization tools such as Tableau or Power BI.
• Comfortable working in a highly iterative and somewhat unstructured environment.