Western DC Desktop Support Manager
About the position Responsibilities • Manage a geographically diverse team located in different DC locations in a 24x7 environment. • Provide Desktop Support coverage for a designated shift. • Work closely with onsite DC Operations/Leadership teams and other remote IT teams to triage and resolve technical issues. • Meet regularly with DC Leadership to stay apprised of DC priorities and opportunities for team improvement. • Maintain inventory of installed software and hardware, manage support contracts and software licensing, and create policies for upgrades and disposal. • Participate in hardware and software inventory reviews and recommend purchases. • Provide required status reports to IT Leadership and DC Leadership. • Coordinate with IT Technical teams and DC Leadership to schedule system maintenance and downtime events. • Provide technical guidance and compliance requirements to Eastern DC Desktop Support Technicians. • Project management of ongoing projects such as onboarding, offboarding, hardware refreshes, and software deployments. • Manage IT hardware and service providers. • Provide end user support for Warehouse Management System software and escalate issues to Level 3 teams when needed. • Diagnose and resolve problems associated with application software and operating systems. • Configure, deploy, maintain, troubleshoot, and support computer workstations, laptops, printers, mobile devices, phones and other computer and telecommunications equipment. Requirements • 7+ years related experience in technical support and customer service. • 2+ years in a Lead or Manager role. • Strong communication skills and exceptional customer service orientation. • Detailed knowledge of Windows 10 and Windows 11. • Experienced in supporting standard enterprise applications. • Solid understanding of network principles required for troubleshooting network issues. • Experienced in support of RF scan guns, tablets, and mobile devices in an enterprise setting. • Ability to work independently and collaboratively with diverse groups in a team. • Experience supporting Microsoft standard desktop applications. Benefits • Disability insurance • Health insurance • Dental insurance • Flexible spending account • Paid time off • Vision insurance • Employee discount • Life insurance • Referral program