Client Services Supervisor, Information Technology Support

Comcast’s Technology, Product & Experience organization works at the intersection of media and technology. Our innovative teams are continually developing and delivering products that transform the customer experience. From creating apps like TVGo to new features such as the Talking Guide on the X1 platform, we work every day to make a positive impact through innovation in the pursuit of building amazing products that are enjoyable, easy to use and accessible across all platforms. The team also develops and supports our evolving network architecture, including next-generation consumer systems and technologies, infrastructure and engineering, network integration and management tools, and technical standards. Because our employees are our most valuable asset, we offer a flexible working environment to balance the need to work independently wherever you choose, with days that require collaboration at one of our offices. Our roles primarily reside inside or around one of our Tech Hubs (Philadelphia and surrounding suburbs, Denver, Austin, Silicon Valley, Washington DC/N. Virginia). Job Summary As an IT Supervisor on the Client Services team, you will manage a team of IT desktop support engineers and help craft the IT user experience across the Comcast Enterprise. The Client Services team is responsible for assisting all HQ employees with their IT needs. We are a team that enables the business to build and innovate exciting new products. Job Description Who does the IT Supervisor work with? IT Supervisors work with internal Comcast employees across the HQ division. You’ll be working alongside a team of IT supervisors and managers to support users across the US and internationally. You will advise a team of 5-10 Desktop Support Engineers. What are some exciting problems you’ll be working on? You’ll be helping to lead and develop processes for our desktop support team to help improve the IT experience for our internal Comcast employees. You will work across the IT organization to ensure that upcoming changes are shared with the team prior to changes being implemented. You will have mentor and career conversations with your direct reports to ensure that they are meeting the goals of the Client Services department and help to advance their training and skills. Where you’ll make an impact. In this role you will be a hands-on supervisor, needing to work with our Comcast Government Services team as a point of contact for account related issues. Additionally, you will have desktop support engineers reporting to you in multiple time zones, provide mentorship to team members on technical problems, and assist in crafting new processes for the Client Services team to ensure we are providing an excellent end user experience. You will be helping to onboard new employees, ensuring we have the right talent on the team to support our business partners. Core Responsibilities Supervises a team of engineers responsible for providing excellent user experiences. Assists with the establishment of team goals and handles departmental performance. Maintains a strong culture of customer service and responsiveness among all teammates in the Client Services department. Research new/emerging technologies. Performs critical analysis of the technology for possible implementation in existing environment. Makes recommendations to management on technical direction. Designs, tests, implements and documents policies and procedures. Identifies and resolves sophisticated issues. Regular, consistent and punctual attendance. Must be able to work nights and weekends, variable schedule(s) and overtime as vital. Other duties and responsibilities as assigned. Job Specification 3-7 years technical support experience Must be US Citizen Team lead or previous leadership role preferred Employees at all levels are encouraged to: Understand our Operating Principles; make them the guidelines for how you do your job Be responsible for the customer experience-think and act in ways that put our customers first, give them detailed digital options at every touchpoint, and make them promoters of our products and services Know your stuff-be hard-working learners, users and advocates of our groundbreaking technology, products and services, especially our digital tools and experiences Win as a team-make big things happen by working together and being open to new insights Be an active part of the Net Promoter System-a way of working that brings more employee and customer feedback into the company-by joining huddles, making call backs and helping us elevate opportunities to do better for our customers Get results and growth! Respect and promote inclusion and diversity Do what's right for each other, our customers, investors and our communities Organization: Our innovative teams are continually designing and delivering products and next-generation technologies that transform the customer experience Technologies (CXT), led by Rick Rioboli, EVP and Chief Information Officer, and are responsible for the technology, systems and tools that support the customer lifecycle (sales, activation, billing, support, etc.), as well as employee-facing teams such as human resources, finance, and workplace information technology. These tools and systems are foundational to our ability to meet and exceed customer expectations and support an excellent employee experience. Our vision is to be an authority in products, services and solutions which power and enable fabulous, connected customer experiences for Comcast and other organizations through a steadfast focus on transparency and teamwork. Disclaimer: This information has been crafted to indicate the general nature and level of work performed by employees in this role. It is not crafted to contain or be interpreted as a comprehensive inventory of duties, responsibilities and qualifications. Comcast is an EOE/Veterans/Disabled/LGBT employer. Comcast is proud to be an equal opportunity workplace. We will consider all qualified applicants for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, or any other basis protected by applicable law. Education Bachelor's Degree While possessing the stated degree is preferred, Comcast also may consider applicants who hold some combination of coursework and experience, or who have extensive related professional experience. Relevant Work Experience 2-5 Years Salary: Pay Range: $75,682.62 - $113,523.93 Comcast intends to offer the selected candidate base pay dependent on job-related, non-discriminatory factors such as experience. Base pay is one part of the Total Rewards that Comcast provides to compensate and recognize employees for their work. Most sales positions are eligible for a Commission under the terms of an applicable plan, while most non-sales positions are eligible for a Bonus. Additionally, Comcast provides best-in-class Benefits. We believe that benefits should connect you to the support you need when it matters most, and should help you care for those who matter most. That’s why we provide an array of options, expert guidance and always-on tools, that are personalized to meet the needs of your reality – to help support you physically, financially and emotionally through the big milestones and in your everyday life. Please visit the compensation and benefits summary on our careers site for more details.