POSITION SUMMARY: This role requires a proactive hands-on leader for the service desk, enterprise network and enterprise application administration. These three functions are key to the success of the daily operation at Smart Warehousing. The service desk supports our employees and customers across our warehouses nationwide using our inhouse developed warehouse management system, SWIMS. They are also responsible for purchasing and vendor management related to our collaborative environment and warehouse technology. The network engineering team is responsible for the design, installation and support of the network and attached devices across all warehouses. The network is mission critical to all warehouse operations. Enterprise application administration is focused on licensing, support, and integration of our collaborative applications. There will be significant focus developing enhanced workflows and integration between key enterprise applications such as NetSuite, ServiceNow and HubSpot. The Director is responsible developing a capable team and building strong relationships with internal users, customers, vendors, and management through consistent and positive communication.
ESSENTIAL DUTIES AND RESPONSIBILITIES: - Direct leadership responsibilities over the tech services, enterprise network, and enterprise application teams.
- Responsible for oversight of the vendor relationships for procurement and external services.
- Responsible for the design and overarching layout of the continuity and stability strategy of the enterprise network(s) nationwide.
- Oversight of the implementation and continued support and success of the continuity and stability of the enterprise network(s).
- Provides on time and accurate visibility to upper management related to project status and issues.
- Ensures a stable and reliable collaborative environment for all employee technology needs.
- Identifies software and hardware solutions available to improve and support the company mission.
- Supports the job satisfaction and career growth of the team by defining clear and achievable goals along with consistent feedback against performance.
- Executes, leads, and trains the team to provide IT Support and Infrastructure.
- Has oversight of the Service Desk team and leadership to create strategies that provides timely resolution to internal and external customer requests.
- Has oversight of the administration efforts to support enterprise applications including NetSuite, ServiceNow and other applications.
- Maintains a strong focus on customer service and satisfaction and establishes team metrics, KPI's, and team standards.
- Collaborates with other departments to deliver technical solutions.
- Other duties as assigned
"THE PERSON" | MINIMUM REQUIREMENTS:- Bachelor's degree in Computer Science, equivalent or closely related field
- Minimum 7-10 years of experience in technical services roles and network support
- 2 or more years of experience in a leadership role
- Experience managing Active Directory required
- Experience managing Office 365 environment required
- Ability to travel up to 5% as directed
- Experience in warehousing and fulfillment preferred
- Experience using ServiceNow preferred
KEY ATTRIBUTES:- Excellent communication, interpersonal and customer service skills
- Ability to adapt to a fast paced, rapidly changing environment
- A collaborator who also works well independently, thinks creatively, and takes the initiative
WHY WORK FOR SMART: At Smart we offer a wide range of employee benefits including, but not limited to:
- Competitive compensation packages
- A wide range of benefits including 401K with company match
- Medical, Dental, and Vision healthcare plans
- Parental leave
- Professional growth and internal promotion opportunities due to continuous organizational growth
- Holiday pay
- Flexible work schedules for headquarter positions and multiple shift options for warehouse roles
