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IT Services Manager

Company: Animal Supply Company
Location: Federal Way
Posted on: February 15, 2018

Job Description:

Job DescriptionThe IT Services Manager is responsible for managing the IT Services group within ASCs IT Operations & Infrastructure division. The ITSM will manage end-user support and endpoint systems administration, perform ongoing IT projects, and provide Tier 3 end-user support as needed. Under the guidance of the Director of IT O&I, the ITSM will help implement/maintain technology standards and best practices.In this exciting role, you will:Supervisory Responsibilities

  • Hire, onboard, manage and retain an engaged team with a focus on productivity and exemplary customer service; foster employee growth through learning/development, targeted performance evaluation, mentoring and coaching, and succession planning.
  • Coordinate effective service delivery and/or successful project outcomes through appropriate planning, scheduling and direction of resources
  • Develop, implement and evaluate individual & team metrics to align with business objectives
  • Handle employee relations issues following established protocols; resolve all matters timely with appropriate communication and care
  • Oversee formal documentation process for external and internal IT solutions
  • Manage IT Services-specific systems, including support ticket system, asset management system, corporate knowledgebase, deployment toolsHelpdesk/End User Support
    • Develop policies/procedures for helpdesk functions, including Service Level Agreements (SLAs), and individual/team metrics
    • Manage IT Service Team helpdesk priorities, assignments and resources, including but not limited to, support tickets, user accounts, security permissions, phone systems, file restores, printer support, business systems, email issues, end user software, connectivity, desktop & laptop imaging & deployment.
    • Monitor and coach on appropriate interaction and issue resolution to ensure optimal customer satisfaction
    • Serve as point of contact for escalated customer issues/resolution
    • Develop and manage employee learning tools/training programs to increase end user technical proficiencyUser Hardware/Software
      • Work with IT leadership to set policies/best practices for security and systems access
      • Manage organization-wide budgeting and purchasing activities for end user IT hardware and software procurement (current and future state). Coordinate with other departments for appropriate budget and invoice approvals.
      • Perform capacity planning for company standard hardware and software falling under the ITSM scope
      • Develop and implement procurement processes and standards for laptop & desktop computer models, LCD monitors, mobile devices, peripherals, et al.
      • Oversee user hardware/software deployment lifecycle management, including software patches, O/S updates, software deployment, hardware upgrades & replacements
      • Manage printerand copierhardware and support agreements
      • Approve invoices for recurring IT-related contractsOther Tasks/Responsibilities
        • Proactively communicate withthe Director of IT O&I regardingall issues and/or ongoing developments that may impact service quality to users, operational effectiveness or efficiency
        • Manage/implement IT projects to completion with minimal guidance; manage IT components of large-scale initiativesThis is not intended to be an all-inclusive list; other duties may be required. These duties and responsibilities are subject to change at any time.

          Do you have the following qualities?
          • Advanced knowledge of IT systems, practices and procedures, as well as latest trends/practices in IT Services Management and ITIL concepts
          • Demonstrated experience providing successful support for a multiple location organization with a high volume of work
          • Positive attitude with customer-centric focus; professional appearance and demeanor
          • Strong analytical and troubleshooting skills and attention to detail
          • Excellent written, verbal communication and listening skills
          • Work with a sense of urgency, resolve problems timely, and maintain patiencewhile working on escalated support issues
          • Strong organization/time management skills, successfully manage multiple priorities with potential conflicting deadlines
          • Successful working both independently and collaboratively in a team environmentYour education & experience should be similar to:
            • Bachelor's degree in relevant field of study;
            • 4-5 years experience in relevant systems and IT services environment
            • Experience in IT with 2+ years in technical project management
            • Demonstrated successful supervision of work teams of 3-10 employees, including employees in remote office locations
            • Advanced proficiency with MS Office (Word, Excel, Outlook)Working conditions:
              • Open office environment with moderate noise level.
              • Overnight travel by car or plane to perform work at satellite locations will be required.
              • On-call 24/7 (remote support will be required to cover multiple shifts and across time zones)The required physical abilities to perform this job:
                • Driving automobile to various locations
                • Primarily sitting, with some walking, standing and bending
                • Able to hear and speak into telephone
                • Close visual work on a computer terminal
                • Dexterity of hands and fingers to operate keyboard, mouse and other technical instruments
                • Must be able to kneel and bend to set up PCs in workstations and under desks
                • Involves working in tight spaces, such as server rooms
                • May be exposed to dusty environments while resolving PC and network issues
                • Occasionally may be required to jointly lift equipment up to 100 lbs with one other personCompany DescriptionAbout Animal Supply Company:At Animal Supply Company, we connect passionate people, trusted brands and committed retailers to bring pets the very best. We provide the knowledge and support to help our partners grow. Together, we help pets live happier, healthier lives. Because when pets thrive, the people who love and care for them do too.Our love of pets inspires the work we do each and every day. Many of us have worked with top brands for decades—forging strong connections with innovators large and small. We love discovering a new product with that something special. And we love supporting our retail partners' needs. Simply put, we love our jobs!

                  Keywords: Animal Supply Company, Seattle, IT Services Manager, IT / Software / Systems, Federal Way, Washington

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