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Manager, Technology Support
Location:
Atlanta, GA
Description:
WHAT IS THE BRAND? Mashburn is an Atlanta-based apparel and lifestyle brand launched in 2007 with a single passion: taking care of people. The company designs, manufactures, and markets a nationally-recognized assortment of menswear (Sid Mashburn) and womenswear (Ann Mashburn) alongside other high-quality, iconic brands. We want to be the world's go-to omnichannel lifestyle shop - a place that embodies service and style, accessibility and luxury, and, for us, the very best of everything. Most excitingly, our story is still unfolding, and incredible growth opportunities lie ahead... WHAT IS THE JOB? The Manager, Technology Support is responsible for the design and management of a helpdesk that provides onsite and remote technical support for our headquarters, stores, and distribution center team members. Establish a team of professionals that deliver continuous improvement to our support processes and drive towards a more frictionless technology environment. This is salary, exempt position. WHAT ARE THE RESPONSIBILITIES? Design and manage an IT helpdesk that provides onsite & remote technical support for variety of IT issues including desktop, networking, application and server related issues. Hire, train, and coach a helpdesk team Establish problem resolution expectations, timeframes; track KPIs and SLAs as appropriate. Contribute to escalated problem resolution by giving in-person, hands-on support when necessary. Oversee development and communication of technology communications and help articles/user guides. Manage onboarding and offboarding needs for all employees, including procurement, provisioning, and logistics for hardware/software/user access. Support and manage all current and changing aspects of our IT environment, including macOS and Windows workstations, mobile devices, audio/visual equipment, and networking equipment. Provide support for all third-party software applications. Create, design, and improve helpdesk processes, policies, and documentation to ensure sustainability, scalability, and security as our company grows. Comprehend policies, standards, and follow procedures such as incident, service request, change, and asset management. Research, test, and deploy new technology to keep our team aligned with industry standards and trends. Assist with all other IT activities and responsibilities as they arise. WHAT ARE THE SKILLS? A player-coach mentality; comfortable and eager to be hands on while building up this new function. Bachelor's degree from accredited university and/ or equivalent years of work experience. Five or more years of relevant work experience in a technical support role (both in-person/onsite and remote via phone/text/video conferencing). Two or more years supporting professionals & executives in an internal IT support role. Two or more years leading a team of technical professionals. Demonstrated experience understanding complex issues and explaining them in terms appropriate for technical and/or nontechnical audiences. Solid networking knowledge and ability to support small and home office networks, globally General knowledge of compliance, risk, and security Broad Microsoft knowledge . Office 365, Windows 10+, Azure AD, Intune, Active Directory Knowledge of MDM solutions for managing devices K nowledge of Mac hardware & software, OS X and mobile platforms iOS and Android Ability to research, problem solve, and be self-sufficient Ability to solve complex problems with a sense of urgency, while maintaining a positive attitude. Must be tactful, detail-oriented, and have a passion for accuracy Ability to thrive in a fast-paced, technical, and mission-focused environment Excellent verbal communication, written and documentation skills to document support procedures and processes. Ability to work both independently and collaboratively, and self-manage competing priorities Desire to provide exceptional customer service and satisfaction Drive and desire to find solutions and work all IT related issues to resolution Is highly motivated in improving processes through automation Reflect our core values of hard work, humility, hopefulness, helpfulness, hospitable and nimble.
Company:
Mashburn
Posted:
December 26 2023 on ApplicantPro
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More About this Listing: Manager, Technology Support
Manager, Technology Support is a Executive Manager Job at Mashburn located in Atlanta GA. Find other listings like Manager, Technology Support by searching Oodle for Executive Manager Jobs.
Manager, Technology Support is a Executive Manager Job at Mashburn located in Atlanta GA. Find other listings like Manager, Technology Support by searching Oodle for Executive Manager Jobs.