Technical Service Support Specialist

Kuala Lumpur, W.P. Kuala Lumpur





| 7380| Jun 18, 2024
Technical Service Support Specialist (Video Conferencing)
Kuala Lumpur, Malaysia

About Horizontal: Established since 2003 in the US, Horizontal solves complex challenges across two distinct businesses: Horizontal Digital and Horizontal Talent. We are consistently recognized for being a top workplace and one of the fastest growing private companies. Horizontal Talent specializes in staffing for IT, Digital & Creative and Business & Strategy markets. We have global offices in US, UAE, India, Malaysia and Australia.

Position Overview: We are seeking a highly skilled and proactive Video Conferencing (VC) Service Manager to oversee all aspects of desktop and meeting room video conferencing services. Reporting to the Voice and Video Product Owner, the VC Service Manager will play a pivotal role in defining, implementing, and refining VC standards, service levels, and operational processes. This role requires strong leadership, strategic vision, and collaboration with key stakeholders to ensure the successful delivery and optimization of video conferencing services.

  • Establish and nurture relationships with business unit representatives, internal service partners (Facilities, Global Security, Networks), and external vendors (Microsoft, Logitech, Cisco, Creston) to understand demand, challenges, and opportunities in the VC landscape.

Service Governance:
  • Define and implement VC standards and service levels, including hardware and software configurations, availability, mean time between failures, response time, and resolution time.
  • Baseline current service levels and set quarterly targets to continuously improve service quality.

Service Operations:
  • Implement monitoring, incident management, problem management, and change management processes for VC services.
  • Govern the resolution of L2 support for VC and manage the remediation of TMR (Teams Meeting Room) issues escalated from internal stakeholders, especially Helpdesk and Facilities.
  • Review, refine, and update online user education materials and knowledge articles.

Service: Hardware Integrity & Maintenance:
  • Review and refine VC hardware installation standards used by vendors for hardware-related activities.
  • Perform a global inventory of all physical VC assets and proactively manage the inventory to maintain service levels.
  • Define and implement hardware maintenance, support, and management practices in collaboration with internal and outsourced service partners.

Service Design:
  • Review and refine service design, including high-level and low-level designs.
  • Own, refine, and extend Teams Meeting (TM) and Teams Meeting Room (TMR) VC use cases.
  • Review and refine Teams Meeting Information Security Guidelines in association with Global Security and Data Privacy Owner.

Service Strategy:
  • Develop and publish a 3-year VC Services Roadmap with budget estimates and timelines for major changes.
  • Develop VC strategy for Large Meeting Rooms (Creston enabled).
  • Perform a service quality gap analysis of all TMRs globally and prepare a 2025 Budget Proposal to address issues with maintaining physical integrity TMR services.
  • Develop and execute decommission strategy and plan for Cisco-related VC services.
  • Bachelor's degree in Information Technology, Computer Science, or related field.
  • 5+ years of experience in video conferencing service management or related roles.
  • Certifications such as ITIL, CSAM, or CISSP preferred.
  • Strong understanding of video conferencing technologies, hardware, and software.
  • Excellent communication, negotiation, and stakeholder management skills.
  • Proven ability to lead cross-functional teams and drive strategic initiatives.
  • Experience in budgeting, roadmap development, and vendor management.

The above description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.

Horizontal is proud to be an Equal Opportunity and Affirmative Action Employer. We seek to provide employment opportunities to talented, qualified candidates regardless of race, color, sex/gender including gender identity and/or expression, national origin, religion, sexual orientation, disability, marital status, citizen status, veteran status, or any other protected classification under federal, state or local law.

In addition, Horizontal will provide reasonable accommodations for qualified individuals with disabilities. If you need to request a reasonable accommodation in order to complete the application or interview process, please contact us.

All applicants applying must be legally authorized to work in the country of employment.