Sr IT Support Manager

Xperi invents, develops and delivers technologies that create extraordinary experiences at home and on the go for millions of people around the world. Powering billions of consumer electronics, connected cars and digital content titles, we make entertainment more immersive, driving more intelligent and every interaction seamlessly personalized through our renowned consumer brands: DTS®, HD Radio™ and TiVo®.   

Xperi (NYSE: XPER) is a publicly traded technology company headquartered in San Jose, CA with over 2,000 employees across North America, Europe and Asia. Come join a thriving team where you can play an integral role in shaping the future of entertainment technology.  

About the Role:

The Corporate IT Employee Productivity Services team at Xperi is seeking a highly skilled and motivated Sr. Manager to oversee our EMEA Service Desk team. This role requires direct end user support as well as management and guidance for the individuals on the Service Desk team. The Sr. Manager will work closely with various teams, including IT Tools, Unified Communications, Infrastructure, Human Resources, and leaders from across the business, to provide technical leadership for the European Service Desk team.

Key Responsibilities:

• Team Leadership: Manage and mentor European Service Desk team members.

• Operations: Oversee Tier 1-2 support operations, ensuring SLA adherence and continuous service improvement. Coordinate onboarding/offboarding, workstation provisioning, and asset lifecycle management.

• Collaboration: Work closely with other IT teams to escalate support. Create runbooks to enable the Service Desk team to offload tasks from other IT teams. Work collaboratively with Service Desk leaders from other regions for global support.

• Enablement: Promote self-service and automation to reduce ticket volume and improve user satisfaction.

• Security and Compliance: Maintain and implement security and compliance standards for patching, vulnerability management, and data protection.

• Documentation: Create and update support run books, service evaluation documents, and other necessary documentation.

• Support: The Sr. Manager is expected to actively work on tickets and provide direct support to end-users, in addition to guiding the team. This hands-on leadership role involves interacting directly with users to address their needs and ensure their issues are resolved efficiently.

• Training: Provide training to the Service Desk team members and end users in order to better enable user satisfaction.

  
  

Who We Are Looking For:

• Qualifications: Degree in Computer Science or equivalent experience.

• Experience: Minimum of 8 years of technical experience, including at least 5 years in a leadership capacity.

• Technical Skills: Strong knowledge of ITIL practices, endpoint management, and enterprise collaboration tools.

• Soft Skills: Excellent written and verbal communication skills. Strong analytical and problem-solving abilities. Ability to work independently and as part of a team.

• Certifications: Relevant certifications such as ITIL, and other related certifications are a plus.

  
  

What Will Make You Successful:

• Leadership: Ability to lead and collaborate with cross-functional teams.

• Innovation: Forward-thinking and able to develop innovative solutions to enhance productivity.

• Customer Focus: Strong focus on improving the user experience and meeting business requirements.

  
  

What You Will Get to Do:

• Impact: Play a key role in enhancing employee productivity, user experience, and collaboration across the organization.

• Growth: Opportunities for professional growth and development.

• Collaboration: Work with a dynamic and supportive team.

  
  

Life @ Xperi:    

At Xperi, we value People, Customers, Performance and Innovation. We are dedicated to creating a workplace where all employees have a voice and sense of belonging, feel safe and valued, and are acknowledged for how their unique differences contribute to organizational culture and business outcomes.    

Our employees and their families are important to us, and our comprehensive pay, stock and benefits programs reflect that. Xperi supports personal well-being, builds financial security and enables employees to share in our collective success.    

Rewards include:    

• Competitive compensation (salary, equity and bonuses) and comprehensive benefits designed to foster work-life balance, care for your health, protect your finances and help you save and invest for the future.    

• Generous paid time away from work, including flexible time off, holidays and sick time, health and wellness initiatives, and a charitable match program to help you give back to your community.    

• Great perks, which vary by location and can be site-specific: employee discounts, transportation reimbursements, subsidized cafes and fitness facilities.    

• A flexible, hybrid work environment combining the best of in-office collaboration and community-building along with the benefits of working from home.    

  
  

We would like to inform you that the Whistleblower and Abuse Reporting and Handling Policy, referred to in Article 24 (1) of the Law on the Protection of Whistleblowers of 14.06.2024 (Journal of Laws of 2024, item 928), in effect at TiVo POLAND sp. z o.o., based in Warsaw, is available here.