Position Summary

Making the future is everyday life at Samsung. We're seeking innovators who are called to not just change the world, but build a better one. We enable the best technology hardware on the planet, but our best is always a prototype for something better and our people thrive with a driven mindset - better builds on better. We believe that innovation and growth are driven by an inclusive culture and a diverse workforce. We aim to create a global team where everyone belongs and has equal opportunities, inspiring our talent to be their true selves. Together, we are building a better tomorrow for our customers, partners and communities.

Role and Responsibilities

Reporting Location:

- Ridgefield Park, New Jersey (hybrid schedule required)

• Lead PC & Mobile Support in workplace
• Manage 20+ technicians and IT Service vendors for different Samsung workplace in USA
• Conducting for the Supporting 7,000+ users with IT Help desk, AD, Exchange, u-Ready, SVPN, BMA, etc. in the workplace
• Escalation point of Support, Security admin, Application Operation, Project Lead / Support, VIP Support
• Manage the vendor which supports such as workplace PC, Mac, mobile, share drive, e-mail, password reset, and other systems
• Conduct special systems migration projects, corporate active directory migration, and project base upgrade services such as Windows OS upgrade
• Manage Printer service operation (MPS), deployment, and related service in workplace
• Direct vendor partners to ensure that standards used as part of their recommendation align with SEA's technology standards
• Manage overall operations and provide directional guidelines for all support locations

• Daily oversight and management of all telecommunication technology vendor partners
• providing service in the workplace.
• Leading work with Samsung's preferred Mobile technology provider and facilities partner to
• manage all Mobile service projects and day-to-day service in the workplace.
• Directing mobile vendor partners to ensure that standards used as part of their
• recommendation align with SEA's Mobile technology standards.
• Daily interaction with multiple vendor partners to ensure that technology solutions do not go
• offline and cause a disruption to the SEA business (e.g. company issue cell, desk phones,
• FMC, Polycom, non- restricted corporate line, etc.).
• Analyzes weekly and monthly volume reports on usage to make recommendations for
• changes in plans, employee offerings or price structures.
• Manages process for mobility kit and mobile device upgrade; partners with SDSA to
• manage all request for new, loaner or repair devices or carrier changes
• Oversees request for mobile phone carrier changes across the portfolio

• Manage 7500 Workplace business mobile line & Device direct management
• New hire onboarding and upgrade: cell phone, mobile kit, and Mobile application deployment
• Oversee physical mobile device and Service lines direct mgmt. with Carrier
• Negotiate Master agreement contract with Mobile carriers to get better service for SEA cost saving
• Manage the FOC device Order, service distribution, device Return, and Repair process and service with related stakeholders
• Managing 5,800+ lines Ticket based support escalation:(SVPN, U-Ready, WebEx, Network, Printer, Knox Portal, G-ERP)

• Bachelor's Degree in computer science, information systems, Business Administration, Project management with 10+ years of related field experience
• Strong product knowledge with working with IT Help Desk service, Mobile Carriers business lines and IPT solutions
• Previous leadership experience managing multiple vendors with a thorough understanding of complex contract terms/conditions in order to prevent failures and mitigate risk
• Successfully manage issues, requirements, and standards with vendors and team
• Ability to fulfill clearly defined objectives, time schedules, and provides specific functional direction with an implied knowledge of task alternatives and decision making experience
• Strong negotiator: experienced in a variety of services & contract types
• Effective vendor management: focused on the delivery of excellent customer service
• Works independently and in a team environment, in order to achieve personal and team goals and complete assignments within established time frames
• Perform to complete tasks and objectives that are clearly defined and guided by upper management including all duties as assigned
• Up to 25% domestic travel required

• Ability to manage multiple projects simultaneously
• Strong problem solving and analytical skills, communication skills, organizational and documentation skills
• Effectively deliver presentations across a diverse audience which will include non-technical people
• Have the ability to interact professionally with a diverse group of engineers, managers, vendors and subject matter experts both internally and externally
• Possess and develop servant leadership skills including proactive employee, co-worker and customer working relationships with all appropriate levels within the company
• The ability to provide clarification and understanding to influence others in acceptance and approval of ideas and plans
• Effectively deliver presentations across a diverse audience which will include non-technical people
• Korean bilingual preferred but not required