Systems Engineer Manager

The Systems Engineer Manager (“Manager”) works as an integral part of the IT Operations Team to provide leadership and oversight to a dynamic Service Desk Team (“Team”), or portion thereof as defined by Sr. IT Leadership, that delivers top-notch customer service and support to Corporate Campus and Branch employees across multiple divisions of the Company. The Manager reports to the Sr.

Systems Engineer Manager.

• Leads, manages, motivates, and mentors Team members to function as independent working units while contributing to the overall success of the Team
• Monitors compliance with Service Desk processes and procedures and ensures adherence to Change Management policies
• Provides technical direction to the Team to solve problems that require an increased level of troubleshooting discipline, technology acumen, and creativity
• Provides oversight to the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing and escalation
• Mentors and provides training opportunities for Team members
• Effectively manages all facets of coverage and Team schedules, not limited to, but including agent availability, channel coverage, approving overtime, as well as vacation and personal time off
• Collaborates with IT Leadership Team members to ensure proper forecasting of hardware and software needs
• Assists with Executive-Level Support
• Assists, as needed, with Support Requests submitted through established support channels
• Actively participates in Acquisition and Greenfield-related projects (to include traveling to Branch Locations as part of the Information Technology Team)
• Provides KPI and metrics reporting to the Sr. Manager

• Undergraduate Degree or equivalent experience/training
• Minimum of 10 years’ Call Center (or equivalent) experience preferred with a strong working knowledge of IT system fundamentals
• Minimum of 3 years’ experience supervising and managing Projects and Teams preferred

• Exhibit outstanding leadership capabilities, with ability to lead, train, develop, and motivate Team members
• Display strong commitment to enhancing both internal and external customer focus as well as the ability to provide timely feedback related to customer service
• Demonstrate ability to positively lead a team, in a fast-paced, ever-changing environment
• Possess excellent verbal and written communication and skills
• Proven ability to manage multiple tasks and effectively handle shifting priorities in a dynamic work environment
• Actively participate on functional and cross-functional team projects
• Be highly organized, motivated, and demonstrate the ability to think creatively and critically and problem solve as well as the ability to think outside of the box
• Must have excellent analytical skills with proven ability to comprehend business requirements and translate into functional specifications
• Must possess excellent interpersonal oral and written communication skills, including the ability to communicate with all levels of the organization as well as with vendors

• Valid driver's license required.
• Microsoft, CompTIA, and other IT-related certifications preferred.

• This position has supervisory responsibility over the Service Desk Team, or a portion thereof as designated by Sr. IT Leadership, and its various functional sub-teams where applicable

• Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environment
• Occasional long periods of sitting and standing
• Long periods of computer phone and technology utilization
• Must be able to lift, carry, push or pull up to 25 lbs.
• Position requires regular interaction with employees at all levels of the company
• Travel requirement up to…