CN
Manager, Remote Support
full-time•Bengaluru
About this role
Condé Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms. The company’s portfolio includes many of the world’s most respected and influential media properties including Vogue, Vanity Fair, Glamour, Self, GQ, The New Yorker, Condé Nast Traveler/Traveller, Allure, AD, Bon Appétit and Wired, among others.
Job Description
Location:
Bengaluru, KACondé Nast sets the benchmark for publishing excellence with leading print and digital brands, including Vogue, Vanity Fair, GQ, Glamour, Wired, Conde Nast Traveller and AD.
Headquartered in New York and London and operating across 28 markets, we publish over 30 iconic print and digital brands, reaching more than 240 million people worldwide.
With a commitment to delivering beautiful, influential content and brand experiences, our mission is to open the doors to a word of excellence, creativity and passion.
Condé Nast is running a major digital business transformation of our business technology and systems, and a long-term commitment to investing into our digital capabilities. Technology is a key part of Condé Nast’s future, and key to the success of this transformation. Historically, we have had different technology stacks in markets all over the world. Now we are looking at unifying our core technology platforms. This is a new global team, with a hub in New York, London, Bangalore and Chennai, this role has the opportunity to help define our Site Support capability on a global scale. You will get a rare look at digital publishing around the world.
As a Technology Support Manager you will be working as part of the Global Support team as a member of our HQ Support Team leading and providing 1st and 2nd Line Support remotely via Phone, Chat, and through Condé Nasts’s Global Support Portal.
The successful candidate will have solid experience leading support teams in supporting Mac and Windows systems in an Active Directory environment and will have a mixture of skills that can encompass troubleshooting relevant applications, or providing ad-hoc mobile device support to staff, VIPs, or business visitors.
Knowledge of building Mac and Windows systems is essential and strong network troubleshooting capability is a requirement. Our ideal candidate will be enthusiastic and willing to throw themselves into situations where discretion and diplomacy are just as important as ‘computer knowledge’ in resolving problems and has an open-mind to new technologies; which will add value to the Technology department operationally and their development.
Working with other teams in the department is key, so this person will need to be a strong communicator and have good awareness of issues current and arising. The role assumes the successful candidate will work in a co-operative, diplomatic and flexible manner.
Key Duties & Responsibilities:
Management Tasks
Act as a play/coach, both leading the team and handling support issues.
Lead a team of ~6 support engineers spanning EMEA and U.S. hours.
Handle performance, scheduling, and workload.
Support Tasks
Triage and log all incoming support calls into ServiceNow, providing first-call resolution (by telephone, remote control or chat).
Management of ServiceNow Support queue, escalating requests to the appropriate party, as needed.
Provide first and second level troubleshooting and issue resolution.
Escalate issues as required.
In conjunction with the Senior Support Specialist and team leadership, monitor high impact issues to ensure all relevant staff are deployed effectively.
Ensure relevant Global support colleagues are made aware of the current support issues via agreed communication procedures.
Provide ad-hoc audio/visual support for meetings, events, conferences and webinars.
Integrate with other support teams to provide seamless, coherent colleague support where required (projects, high-impact responses).
Champion IT Security, protecting the company’s IP through application of policies and procedures.
Essential Skills & Requirements: Please use bullet points
Windows and Mac OS (80%+ Mac)
G-Suite and Office365
Working to SLA’s and ITIL based processes
Active Directory Administration
PC and Mac hardware troubleshooting
Printer troubleshooting
Network essentials (TCP/IP basics) & connectivity
Audio Visual Skills (Zoom)
Mobile device support (iPhone / iOS)
Adobe CC Enterprise
Bomgar
Sophos
Slack
Polycom
ServiceNow
8x8
OKTA
Excellent troubleshooting, customer service, and communication skills are a must.
Existing troubleshooting/helpdesk experience is a plus.
Willingness to work UK (and possibly U.S.) hours.
In-office Monday-Friday.
What happens next?
If you are interested in this opportunity, please apply below, and we will review your application as soon as possible. You can update your resume or upload a cover letter at any time by accessing your candidate profile.
Condé Nast is an equal opportunity employer. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, veteran status, age, familial status and other legally protected characteristics.
What you'll do
- The role involves leading a team of approximately six support engineers across EMEA and US hours, managing performance, scheduling, and workload while acting as a coach and handling support issues. Key support duties include triaging and logging all incoming calls into ServiceNow, providing first and second-level troubleshooting, and escalating issues as required.
About Condé Nast
Condé Nast is a global media company producing the highest quality content with a footprint of more than 1 billion consumers in 32 territories through print, digital, video and social platforms.
The company’s portfolio includes many of the world’s most respected and influential media properties including Vogue, Vanity Fair, Glamour, Self, GQ, The New Yorker, Condé Nast Traveler/Traveller, Allure, AD, Bon Appétit and Wired, among others. Condé Nast Entertainment was launched in 2011 to develop film, television and premium digital video programming.
At Condé Nast we value diversity of background, views and cultures. We celebrate people for their personal qualities, their skills and contributions. And we recognize the power our brands have to influence and shape culture, catalyze action and help make our world a better place for all.
Ready to join Condé Nast?
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Frequently Asked Questions
What does a Manager, Remote Support do at Condé Nast?
As a Manager, Remote Support at Condé Nast, you will: the role involves leading a team of approximately six support engineers across EMEA and US hours, managing performance, scheduling, and workload while acting as a coach and handling support issues. Key support duties include triaging and logging all incoming calls into ServiceNow, providing first and second-level troubleshooting, and escalating issues as required..
Is the Manager, Remote Support position at Condé Nast remote?
The Manager, Remote Support position at Condé Nast is based in Bengaluru, India. Contact the company through Clera for specific work arrangement details.
How do I apply for the Manager, Remote Support position at Condé Nast?
You can apply for the Manager, Remote Support position at Condé Nastdirectly through Clera. Click the "Apply Now" button above to start your application. Clera's AI-powered platform will help match your profile with this opportunity and guide you through the application process.