Manager, IT Support Services

Duties and Responsibilities

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 Director

Education and Experience

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

Skills/Knowledge

To perform this job successfully, an individual must

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

Certificates and Licenses

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

Supervisory Responsibilities

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

Work Environment

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 25%

Education and Experience

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

Skills/Knowledge

To perform this job successfully, an individual must

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

Certificates and Licenses

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

Supervisory Responsibilities

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

Work Environment

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 25%

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Job Location: SRS Distribution - McKinney

7440 State Highway 121 McKinney, TX 75070-3104

Equal Opportunity Employer.

Veteran Friendly Employer. SRS Distribution believes in hiring military veterans at any level for any position. We know your service trained you in many of the areas we value, such as; leadership, teamwork, performance, integrity, and safety. If your experience matches our requirements, we want you to apply today.