Manager, IT Support

Job Description:

Who We Are:

Saks is a world-renowned luxury ecommerce destination. The company’s unique approach combines a focus on the digital customer experience with a strong connection to a network of extraordinary stores that extends that seamless experience into the real world.

On its website and app, Saks offers an unparalleled selection of curated merchandise across fashion for women and men, beauty, jewelry, home décor and more. In addition to the shopping experience, customers come to Saks for inspiring editorial content, access to digital stylists, lifestyle experiences and other world-class services.

Role Summary:

The Manager of IT Support will lead and motivate a team of IT Support Analysts responsible for providing best in class support to Saks Global employees. You will report into and partner with the AVP of Workplace Services to enhance standards and procedures for IT Operations.

Role Description:

• Leads the operations staff to provide our global team members with a positive and consistent experience

• Identify trends to improve operational efficiencies

• Build in automations where possible

• Serve as a member of the Workplace Services management team working with peers and cross functional leaders to identify, examine and develop immediate and long term resolutions of support issues

• Meets and communicates with our employee base to gather feedback and suggestions for IT support

• Ensure daily operational activities are monitored and completed

• Develop and maintain high quality training guides (internal and external)

• Build strong relationships with cross-functional teams and business leads to implement and roll out productivity tools, understand business needs and provide innovative technology solutions

• Own employee onboarding and offboarding from an IT perspective

• Managing hardware inventory including receiving, purchasing and inventory control of IT equipment and ensure that the PO, invoicing and billing process is accurate and followed

• Manage support schedules to ensure coverage, ticket assignments, support escalations with a continued focus on process changes that improve resolution times

• Manage the overall performance and growth of our IT Operations team to ensure maximum performance and professional development

• Conduct team meetings, communicate recommendations for improvement as necessary and provide status reporting to the AVP Workplace Services

Key Qualifications:

• 5 years of experience leading an IT support team

• Experience in IT planning and deployment of company-wide IT solutions

• Strong skills with Jira Service Management, Atlassian dashboards and metrics

• You are detail oriented, have a problem solving attitude and aim to provide the best customer experience

• Advance knowledge on technology such as: OKTA, G Suite, O365, Jamf, Intune, Mac and Windows, Bettercloud and Zoom

• Ability to communicate technical information in a clear manner to end users

• Ability to think creatively and switch between big picture strategic thinking and tactical execution

• Showcases good leadership skills to carry team members along

• Team player, focus, committed and passionate about establishing and maintaining a culture of trust between IT and end users within the company

• Ability to draft up documents to build out our knowledge base

Your Life and Career at Saks:

• Exposure to rewarding career advancement opportunities

• A culture that promotes a healthy, fulfilling work/life balance

• Benefits package for all eligible full-time employees (including medical, vision and dental).

• An amazing employee discount

Thank you for your interest with Saks. We look forward to reviewing your application.

Saks provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics. In addition to federal law requirements, Saks complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Saks welcomes all applicants for this position. Should you be individually selected to participate in an assessment or selection process, accommodations are available upon request in relation to the materials or processes to be used.

Saks.com is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.

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  The above expected salary range may have some variability based upon factors including, but not limited to, a candidate’s overall experience, qualifications, and geographic location. If you are interested in the role, we encourage you to apply and, if selected to move forward in the interview process, you will have a chance to speak with our recruitment team regarding your specific salary expectations.