IT Support Desk Manager

The Position:

We are looking for a hands-on technical leader to lead our IT Support Desk Team. In this role you'll be responsible for leading our team of technical support experts who provide excellent customer service and resolve all technical issues for Tourneau/Bucherer. As the Support Desk Team Leader, you'll use your people leadership skills, solid technical background combined to motivate your team to provide innovative and high-touch customer service.

As a Team Leader, we'll trust you to:

• Be a technical leader for our team of Support Desk technicians who provide superior deskside and remote support to the enterprise
• Manage the hiring of Support Desk technicians and coordinate the development and training plans for the team
• Contribute to the effective running of the department, provide a point of escalation for our senior leaders, communicate closely with the management team to implement ideas to help the department drive improvements
• Continue to build team cohesion and best-in-class customer support culture; foster a positive and energetic high-performing team culture.
• Assist the team in prioritizing and responding to the diverse set of daily support tickets
• Think fast and adapt quickly to change
• Divide your time between providing technical oversight and management experience while not afraid to jump into support issues
• Set customer service standards to ensure the delivery of timely and efficient customer service
• Build support runbooks and lead process improvement efforts to empower the team to work productively and efficiently
• Manage the support all desktop hardware (computers, monitors, printers, scanners, etc), mobile technology (laptops, phones, tablets, device enrollment in MDM), POS hardware, and end user software.
• Ensure security standards are met on end user equipment including timely installation of all security updates
• Promote a culture of continuous improvement; tracking critical KPIs and Metrics, analyze performance of Help Desk activities and devise solutions to enhance quality of service and to prevent future problems
• Ensuring proper collaboration among other groups within the technology team and being a key point of contact for people to collaborate with the Help Desk.
• Occasional out of hours and weekend on call duties

Other Experience You'll Need To Have:

• 5-7 years in progressive experience in IT roles, with at least five in a leadership / coaching position
• Previous leadership of a premium customer service-oriented helpdesk supporting both Windows and Macs
• Demonstrated people management, project management and change management skills
• Problem-solving approach with the ability to deal with ambiguity, tight deadlines, multiple priorities, and demanding environments
• Ability to work in a collaborative team environment with confidence to interact with management and senior leaders
• Player / Coach mentality - happy to be "hands-on" in all aspects of our team's work
• Ability to quickly prioritize and take appropriate actions in handling escalated cases
• Flexibility and ability to learn and develop new skills on the job.
• The ability to effectively listen to, communicate with, challenge and influence team members, peers and senior managers

Core Technical Experience You'll Need To Have:

• Windows 10 / Microsoft Desktop Support
• Microsoft O365
• VMWare Workspace One and/or Intune Mobile Device Management
• SmartDeploy Desktop Imaging
• iPhone/iPad support and device management
• Apple Mac and OSX Support
• Basic network technology knowledge (LAN/WAN and wireless)
• Experience working with Active Directory, Azure AD and Group Policy
• Experience reviewing and remediating vulnerability management reports
• Enterprise rollouts of Windows 10 biannual releases and software deployments
• Experience in production support (24x7x365) environment following ITIL processes/guidelines
• Exposure to Great Plains and SAP Business One a plus

We'd Love to See:

• Keen interest in keeping abreast of technological advances and proven success at incorporating new technology into existing systems
• Excellent verbal and written communications skills, appropriate for a broad range including business stakeholders, 3rd party vendors, offshore providers, and technical developers
• Must demonstrate accountability, sound decision making, detailed analytical capabilities, and clear and concise communications
• Must be able to multi-task on various initiatives with a sense of urgency
• Ability to work towards multiple deadlines with shifting priorities; should have “sense of urgency” to meet business expectations