IT Support & Operations Manager

A well-established multinational retailer is seeking a hands-on Information Technology Manager to lead a team of IT professionals to continually improve the organizations IT services & operations while delivering and supporting new solutions to the organization.

This role is responsible for ensuring service levels that align with business and IT strategies, streamlining processes, maintaining efficient and high-quality operations, managing budgets, and managing vendors and contracts as needed. This role reports directly to the Vice President of Operations and Technology.

All new hires are required to show proof of COVID-19 vaccination when accepting the offer. *

Responsibilities:

• Delivery and support of multiple platforms running various operating systems and databases in a 24/7/365 environment.
• Identifies preventative measures to minimize the likelihood of a disruption to operations and coordinates implementation of these measures with the appropriate departments. This includes, but is not limited to, the information, metrics, and dashboards available for early detection.
• Ensures seamless transition for help desk, incident response, and project support for timely closure of problem tickets. Identifies and analyzes the issues to eliminate bottlenecks.
• Ensures proactive monitoring and corrective actions are in place through dashboards, metrics, continuous improvement initiatives, and processes required for stable operations
• Ensures delivery processes are efficient and cost-effective. Identifies ways to reduce costs and streamline the process without adversely impacting the client experience
• Oversee the deployment, monitoring, maintenance, documentation, and support of high quality, reliable IT services and end-user support
• Maintains exceptional communications with the organization’s leadership, customers, and staff.

Requirements

Education:

Degree in Computer Science or equivalent experience preferred. 3 years of experience in managing technology operations and teams with a centralized IT Help Desk.

Experience:

• Proven experience with a broad spectrum of technologies including Microsoft Office 365 distributed networks, retail Point of Sale, Cisco Meraki products, analytics, disaster recovery, and data security systems.
• Exceptional organizational and project management skills, including the ability to plan, schedule, and successfully carry out multiple projects at the same time to a successful conclusion.
• Exceptional knowledge and success with IT service definition and delivery.
• Ability to research and troubleshoot IT issues and products and present ideas in business-friendly and user-friendly language.
• Excellent written, oral, and interpersonal communication skills.
• Experience in network planning, enterprise network architecture, capacity planning, Network evolution, strategic planning, or deployment.
• Experience in backup technologies and processes.
• A highly seasoned professional with sound management judgment and strong verbal and written communication skills, and diplomacy in handling sensitive information.
• Demonstrated ability to operate in a fast-paced environment, with a sense of urgency and attention to detail.
• Effective team player that can resolve conflict and offer win-win solutions to complex business challenges.
• Previous experience assessing and enhancing operational processes in support of reliable systems, including the development and tracking of performance metrics.
• Proven experience with highly distributed retail systems, PCI Compliance, and point-of-sale systems is highly preferred.

Communication and Leadership:

• Excellent problem-solving skills and strong attention to detail.
• Ability to drive solutions and deliver solutions both independently and within a team environment
• Proven track record to organize and track assets, documentation, and information required to provide improved service
• Strong communication, facilitation, and collaboration skills with business and technical communities.
• Dependable, transparent, self-motivated, and organized.

The candidate must provide proof of COVID-19 vaccination (all shots) when accepting the offer. *

• Subject to limited exemptions under applicable law.

EQUAL EMPLOYMENT OPPORTUNITY

Our Company is committed to equal employment opportunity in all aspects of employment. We will not discriminate against employees or applicants for employment on any legally recognized basis including, but not limited to: veteran status, race, color, religion, sex, marital status, sexual orientation, national origin, physical and/or mental disability, age, creed, arrest records, genetic predisposition or carrier status, and/or participation in lawful activities outside the workplace.

ABOUT TANDY

Tandy Leather Factory, Inc., (http://www.tandyleather.com), headquartered in Fort Worth, Texas, and in business since 1919, is a specialty retailer of a broad product line including leather, leatherworking tools, buckles and adornments, leather dyes and finishes, saddle and tack hardware, and do-it-yourself kits. Tandy Leather distributes its products through its 100 North American stores located in 40 US states, 6 Canadian provinces, and Spain.