The Systems Engineer Manager (“Manager”) works as an integral part of the IT Operations Team to provide leadership and oversight to a dynamic Service Desk Team (“Team”), or portion thereof as defined by Sr. IT Leadership, that delivers top-notch customer service and support to Corporate Campus and Branch employees across multiple divisions of the Company. The Manager reports to the Sr. Systems Engineer Manager.

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 Sr. Manager

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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Competitive weekly/bi-weekly pay, discretionary bonuses, 401(k) with company match, Employee Stock Purchase Plan, paid time off (vacation, sick, volunteer, holidays, birthday, floating), medical/dental/vision, flexible spending accounts, company-paid life and short-term disability, plus optional long-term disability, and additional life insurance. All benefits subject to eligibility.

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