Technical Services Manager

Job Title: Technical Services Manager

FLSA Status: Exempt

Reports To: Director of Tech Services

POSITION SUMMARY: This role requires a proactive hands-on leader for our service desk. The service desk supports our employees and customers across our warehouses nationwide using our in-house-developed warehouse management system, SWIMS. Additionally, the manager is responsible for purchasing and vendor management related to our collaborative environment and warehouse technology. The manager is responsible for building strong relationships with internal users, customers, vendors, and management through consistent and positive communication.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• Lead and manage the daily operations of the technical services team to ensure timely resolution to internal and external customer requests and incidents.
• Monitor and track IT assets for compliance, security and accountability.
• Identifies software and hardware solutions available to improve and support the company mission.
• Develop technical processes, documentation and reporting to improve team effectiveness thru coaching, mentorship and performance management.
• Maintains a strong focus on customer service and satisfaction.
• Acts as the primary point of escalation for technical issues and concerns.
• Manages vendor relationships for procurement and external services.
• Provides on time and accurate visibility to upper management related to project status and issues.
• Ensures a stable and reliable collaborative environment for all employee technology needs.
• Collaborates with other departments to deliver technical solutions.
• Exhibits strong communication skills by pro-actively responding to telephone calls, email, in-person, and automated requests for technical support.
• Ability to initiate, plan and lead projects and initiatives with little or no supervision.
• On-call as needed to support the business.
• Other duties as assigned.

“THE PERSON” | MINIMUM REQUIREMENTS

• Bachelor's degree in Information Technology, Computer Science or closely related field.
• Minimum 3-5 years of experience in technical services roles and network support.
• Minimum 2 years of experience in a management role.
• Experience in warehousing and fulfillment preferred.
• Experience using ServiceNow preferred.
• Experience managing Office 365 environment preferred.
• Ability to travel up to 5% as directed.

KEY ATTRIBUTES:

• Excellent communication, interpersonal and customer service skills.
• Ability to adapt to a fast paced, rapidly changing environment.
• A team player who also works well independently, thinks creatively, and takes the initiative.

PHYSICAL OR MENTAL DEMANDS:

While performing the duties of this position the employee is regularly required to see, hear, talk, write, read, stand, walk, bend over, and be alert at all times. The employee is frequently required to use hands to type, handle or feel and reach with hands and arms. While infrequent, employee may need to visit warehouse locations in which employee may need to lift, push, and pull up to 20 pounds. The employee is occasionally required to sit, climb, balance, drive (vehicle), stoop, kneel, crouch and/or crawl.