IT Services Lead

Job Description

Hulu is the leading premium streaming service offering live and on-demand TV and movies, with and without commercials, both in and outside the home. Operating at the intersection of entertainment and technology, Hulu has a unique opportunity to be the number one choice for TV. We captivate and connect viewers with the stories they love, and we’re looking for people who are passionate about redefining TV through innovation, unconventional thinking, and embracing fun. Join us and see what Hulugan life is all about.

SUMMARY

Hulu’s Enterprise Operations team is seeking an IT Services Lead in our Seattle location who will be an exceptional addition to our team. As an IT Services Lead at Hulu, you will be responsible for the smooth operation of the IT support function in Seattle. The right person for this role will have experience leading a team of high performing, technical individuals to deliver a fantastic support experience. If you are someone who enjoys making a difference, then this is a great role for you.

WHAT YOU'LL DO

• Define, implement and monitor procedures for daily operations of the Service Desk function
• Perform hands-on Mac and PC laptop/desktop support, including installing and upgrading software and configuring systems and applications
• Record, track and detail the Service Desk incident and request problem solving process and actions taken, through to final resolution
• Manage and deploy all IT related equipment to end-users
• Support all audio and video conferencing equipment
• Assist in the development of critical metrics for improving the service level quality of the Service Desk function (phone calls, walk-ups, chats, and desk side support)
• Identify standard methodologies for ensuring that ticket data is accurate and current through the use of proper exception reporting
• Develop training materials where appropriate and train the Service Desk staff on standard methodologies
• Provide field level expertise to IT Management on improvements
• Proactively review ticket metrics to identify trends
• Look broadly at issues, and identify ways to improve efficiency (through the implementation of standard methodologies and procedures)
• Identifies accountability processes to improve staff performance
• Recommends and implements routines to ensure the Service Desk function is adhering to the defined procedures and Service Level Agreements
• Works together with the local and remote engineering and operations teams to tackle issues
• Will be responsible for the generation of root cause analysis and documentation
• Develops plans for the implementation of small projects in the user support area and executes them together with other IT teams
• Presents a professional image as a representative of the IT department and the company
• Establish rapport with Service Desk customers
• Assist in the deployment of new hire hardware and software and account creation
• Maintain appropriate levels of inventory items and forecast company needs
• Performs other related duties as required to accomplish the objectives of this position

WHAT TO BRING

• Strong Mac support skills
• Experience managing direct reports
• Willingness to work beyond business hours to support team goals
• Previous experience supporting Zoom conference rooms
• Prior experience with Service Now ITSM system
• Prior experience working with mobile devices

NICE-TO-HAVES

• Airwatch support experience
• DEP experience
• Ivanti/Casper experience

Just like the best ensemble casts of our favorite shows, Hulu embraces diversity and is proud to be an Equal Opportunity Employer.