Assistant Manager Graphics

Arthur D. Little (ADL), founded in 1886, is a leading global management consulting firm that links strategy, innovation and technology to master complex business challenges while delivering sustainable results to our clients. Arthur D. Little has a collaborative client engagement style, exceptional people, and a firm-wide commitment to quality and integrity. ADL is proud to serve many of the Fortune 100 companies globally in addition to many other leading firms and public sector organizations.

The Assistant Manager will join the Global Graphics Support Service department which provides Graphics Support to the entire ADL community across the globe. In this international environment, the Assistant Manager will perform the following activities:

Service monitoring:

• Oversee the ticketing system to ensure efficient management.
• Act as the primary contact for vendors.
• Monitor requests received via email.
• Build and maintain client relationships to meet their needs.
• Regularly monitor project status and progress.
• Support resolution of complex tickets and user issues.
• Manage and troubleshoot systems in coordination with IT.

Team Management:

• Supervise scheduling activities for effective task execution.
• Coordinate global workflows and implement efficiency checks.
• Foster a positive and collaborative team environment.
• Train new hires and provide ongoing support to existing employees.

Feedback & Quality:

• Conduct data analysis to identify trends and areas for improvement.
• Implement and adhere to quality control measures.
• Generate regular reports on SLA adherence and performance.
• Evaluate and respond to feedback for continuous team improvement.
• Propose and implement processes to efficiently meet client needs.

Experience

Proven design and managerial experience is crucial (10+ years) within a similar industry. This includes a track record of successfully leading teams, managing projects, and meeting business objectives. Experience should demonstrate the ability to make strategic decisions, handle operational challenges, and drive organizational growth.

Familiarity with ticketing systems and workflow management tools is required. This includes experience with software applications that help streamline operations, track progress, and improve efficiency in managing projects and tasks

Skills

• Organizational: Ability to efficiently manage tasks, resources, and time to achieve goals.
• Multitasking: Capability to handle multiple responsibilities simultaneously without compromising on quality or efficiency.
• Communication: Proficient in conveying information clearly and effectively to various stakeholders, including team members, senior management, and clients.
• Interpersonal: Strong interpersonal skills to build and maintain relationships, resolve conflicts, and foster a collaborative work environment.
• Analytical: Competence in analyzing data, identifying trends, and making data-driven decisions to enhance business performance.