Manager, IT Service Desk

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Full Time - Exempt Cypress, CA, US

5 days ago Requisition

Salary Range: $ To $ Annually

Hybrid’s humble beginnings started in 1997 in the back of a print shop designing, selling, and printing tee shirts. Today, Hybrid is a global apparel industry powerhouse in brand and licensing management. Hybrid provides its expertise and fully vertical operations capability – design, merchandising, development, sourcing, production, and distribution – to a broad suite of branded, licensed, generic, and private label partners.

Hybrid’s full-service apparel design and manufacturing expertise extends across the apparel category, including knits, woven tops, bottoms, tees, and accessories.

As our organization has evolved, so has our philosophy of doing business. We have made concerted efforts to remove ourselves from the antiquated approach of other apparel manufacturers and doing things differently has been our focus. We are building a company ethos that breeds innovation, collaboration, integrity and excellence in customer service.

As the IT Service Desk Manager, you will be responsible for managing the end-to-end delivery, performance, and quality of IT services. Assisting our employees with their day-to-day computer and technical problems, as well as working to improve and streamline support processes. The right candidate would be detail-oriented, incredibly curious, and technically capable with a deep desire to partner with stakeholders to meet end-user support expectations.

• Manage and development of IT Service Desk team and key vendor relationships
• Be the main point of contact for Service Desk support issues and escalations
• Prioritization of Service Desk queue and day-to-day ticket assignment
• Management and procurement of IT assets and inventory
• Provide desktop support services for both local and remote employees
• Diagnose, troubleshoot, and resolve software and hardware problems on desktops, laptops, printers, and mobile devices.
• Install and configure desktops, laptops, IP desk phones and mobile devices
• Track support and project progress in Service Desk ticketing system (Manage Engine Service Desk Plus)
• Mentor, train, and delegate assignments to the IT Service Desk Team
• Set up user accounts in Active Directory and hosted service providers
• Document and develop IT processes, procedures, and practices
• Solicit feedback and evaluate and monitor customer satisfaction to improve the quality of services.
• Other duties as assigned

• 6+ Years of IT Service Desk Support in a multi-OS environment
• 4+ Years of Executive Support
• 2+ Years of IT Service Desk Supervisor Role
• Active Directory user administration and Office 365 user administration
• Understanding of TCP/IP, DNS, DHCP, LAN, WAN, Wi-Fi, and other common networking concepts and practices
• Experience with VOIP PBX systems and teleconference equipment
• Experience with troubleshooting Microsoft Windows and Mac OSX operating system issues
• Experience with platforms, such as Google Apps, M365, and Barracuda Email Security
• Ability to set-up, configure and troubleshoot network printers
• Experience with PC and Mac imaging and deployment technologies
• Experience with Microsoft Office and Mac Office
• Strong interpersonal and communication skills; capable of explaining and documenting procedures in writing and verbally
• Strong analytical and problem-solving skills
• Ability to work independently with minimal supervision
• Windows Server & Networking, Windows File Shares, File Storage Appliances
• Rukus Wireless, Office 365 & Exchange 2016, Active Directory & DNS, Active Directory Federated Services, Barracuda Archiver, Barracuda Email Filter, One Drive, Hightail, You Send It , FTP client software functions.
• Microsoft Office Suite, Adobe Suite, Other common office productivity apps and programs.
• Windows PCs & Laptops, Mac Desktops & Laptops, Mobile email access (smartphones, tablets, etc.).

Hybrid Apparel is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.