Manager, IT User Support - Fender

Fender Musical Instruments Corporation is a world famous brand with offices across the globe. Within Fender Musical Instruments Corporation’s ("FMIC") IT Support team, we ensure high-quality support across the Fender global ecosystem for application issues, drive efficiency and provide excellent service for all employees.

An American icon, Fender was born in Southern California and has built a worldwide influence extending beyond the studio and the stage. A Fender is more than an instrument, it’s a cultural symbol that resonates globally.

We are searching for a Manager of IT User Support to join our team. The Manager of IT User Support is responsible for leading and managing a diverse team of 15 support technicians across the Americas, Europe, and Asia. The role includes overseeing the support and maintenance of Windows PC and Apple / MAC end user computers,  upgrades, addressing user-specific printer and network issues, and enhancing employee productivity tools.

This is a hybrid role based out of Scottsdale, AZ.

Essential Functions: 

• Leadership & Management:

• Lead and manage a global team of 15 IT support technicians, ensuring effective and consistent support across all regions.
• Foster a collaborative and motivated team environment, providing guidance, training, and development opportunities.
• Set performance goals, conduct regular performance reviews, and manage individual and team performance.

• Technical Support:

• Oversee the development and deployment of Windows PC and Apple / MAC upgrades, ensuring minimal disruption to users.
• Address and resolve user-specific issues related to printers and network connectivity.
• Provide advanced troubleshooting for complex technical issues and escalate when necessary.
• Ensure timely resolution of application-related issues, working closely with software vendors and internal teams.

• Process Improvement:

• Develop and implement standard operating procedures (SOPs) for IT support processes.
• Identify and implement improvements to enhance the efficiency and effectiveness of the support team.
• Monitor support ticketing system to ensure timely response and resolution of user issues.
• Analyze support metrics to identify trends and areas for improvement.

• User Productivity Tools:

• Enhance and support employee productivity tools, ensuring they meet the needs of the organization.
• Provide training and resources to employees to maximize the use of productivity tools.
• Collaborate with other IT teams to integrate and optimize tools across the organization.

• Communication & Collaboration:

• Act as the primary point of contact for IT support issues, ensuring clear communication with users and stakeholders.
• Collaborate with IT infrastructure, applications, and security teams to ensure cohesive support and service delivery.
• Provide regular updates and reports to the Director of IT Services on support activities and performance.

• Project Management:

• Lead and manage IT support projects, ensuring they are delivered on time and within budget.
• Coordinate with global teams to ensure alignment and effective implementation of projects.
• Manage vendor relationships and contracts related to IT support services and tools.

Qualifications:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• Minimum of 5 years of experience in IT user support, with at least 2 years in a managerial or supervisory role.
• Strong technical knowledge of Windows operating systems, PC hardware, printers, and network troubleshooting.
• Experience with IT support ticketing systems and remote support tools.
• Excellent leadership, communication, and interpersonal skills.
• Ability to manage and prioritize multiple tasks and projects in a fast-paced environment.
• Strong problem-solving and decision-making abilities.
• Experience working in a global, multicultural environment is preferred.
• Certifications such as ITIL, Microsoft Certified Professional (MCP), or similar are a plus.
• This role requires flexibility to work across different time zones and occasional travel to various office locations.
• The position may require after-hours support and on-call responsibilities as needed.

Fender Musical Instruments Corporation (FMIC) is one of the world’s leading musical instrument manufacturers, marketers and distributors, whose portfolio of brands includes Fender®, Squier®, Presonus®, Gretsch®, Jackson®, EVH®, Charvel®, Bigsby®, and Groove Tubes®, among others. For more information, visit www.fender.com. FMIC offers a competitive benefits package which includes medical, dental, 401(k), paid time off, and an equipment purchase program to help you get the band back together. Fender Musical Instruments Corporation is an equal opportunity employer and considers qualified applicants for employment without regard to race, gender, age, color, religion, disability, veterans’ status, sexual orientation, or any other protected factor.