北京招聘

Job Summary

The Senior Manager of Information Systems develops, leads, and motivates a team of Network/Systems professionals to deliver excellent technical/non-technical support with outstanding customer service, satisfaction, and timeliness within the organization’s budget. This position has frequent contact with customers, executives, direct reports, peers, and independent vendors.

Essential Functions
? Manage a team of IT Engineering Supervisors/Team Leads.
? Facilitate feedback to team members on issues such as customer service, communication, and technical skills, in order to enhance the quality of support delivered.
? Participate and assist in driving the knowledge management process.
? Standardize support procedures and customer experiences across the globe.
? Lead and participate in projects.
? Participate and manage on call rotation to support Global Network Operations
? Develop and demonstrate an understanding of customer and business needs.
? Develop and maintain formal procedures for consistency and increased productivity, aligned with industry standard best practices.
? Implement methodologies to improve first call resolution, manage customer perceptions, and build strong internal relationships.
? Analyze help desk performance through various statistical and reporting methods.
? Resolve daily issues of a complex scope that impact the team and overall business objectives.
? Manage Help Desk resources for optimal performance. This consists of resource management for incoming customer inquiries, projects, administrative work and time allotted for holidays and time off.
? Develop and update plans for new product/service releases.
? Maintain current knowledge of industry trends and potential impact on the support business.
? Perform other duties and projects as assigned.

Education and Experience
? Bachelor's degree in Computer Science or Information Systems or equivalent experience
? Experience managing technical personnel
? Experience managing to and delivering on application/network SLAs
? Expertise in Microsoft Active Directory, Windows Server technology, and networking concepts
? Expert troubleshooting capabilities
? Microsoft Windows 7/8
? Microsoft Windows Server 2012
? Vmware Workstation / vSphere
? Microsoft SCCM
? Microsoft Office
? Cisco Unified Communications Manager
? Geographically dispersed user base
? International WAN with VoIP
? Juniper and Cisco Experience a plus


Soft Skills

? Excellent written and verbal communication

Websense, Inc. (NASDAQ: WBSN), a global leader in integrated Web, data and email security solutions, provides Essential Information Protection(TM) for more than 44 million employees at organizations worldwide. Distributed through its global network of channel partners, Websense software and hosted security solutions help organizations block malicious code, prevent the loss of confidential information and enforce Internet use and security policies. For more information, visit www.websense.com.

Websense, Inc.（纳斯达克：WBSN）是全球领先的整合Web、信息和数据安全防护解决方案提供商，总部位于美国加利福尼亚州的圣地亚哥，在北美、欧洲、中东、亚太、非洲拥有数十个分支机构。作为全球网络安全领域的领跑者，Websense曾连续三年（2004-2006）被《福布斯杂志》评为 “25 家顶尖科技公司” 之一，其安全解决方案被《财富》世界 500 强及 FTSE100 企业广为采用，为全球 5万多家企业的 4400 多万名员工提供关键信息防护。公司通过全球渠道合作伙伴网络分销其解决方案，Websense 软件和托管式安全解决方案可帮助企业拦截恶意代码、防止丢失机密信息以及实施因特网使用和安全策略。

Websense 从开发 Web 过滤解决方案起家，同时在其所有产品中，继续发展在发现和分类内容方面的核心优势，并将该优势涵盖在旗下所有产品当中。现今的Websense正在用空前的速度，将公司代入Web2.0的世界，帮助用户在享用Web应用发展成果的同时，得到充分可靠的安全保障。

Websense中国北京研发中心成立于2007年初，作为Websense全球最重要的研发基地之一，Websense北京研发中心拥有安全技术研究、软件开发、软件测试三大核心研发部门、亚洲最大的全球技术支持团队，以及包括人力资源、财会、市场、销售等在内的多部门综合管理团队，目前在职员工超过300人。

自进入中国以来，Websense以其雄厚的技术背景、强大的研发团队、高可靠性产品和解决方案以及全面到位的客户服务赢得了广泛好评和用户的一致认可。目前，Websense在国内的用户遍及公共部门、金融/银行/保险、制造、法律、科技、批发/零售、服务和教育等。了解更多公司信息请访问网站www.websense.com.