Sr. Manager, IT Support Services

Crocs, Inc.•Westminster, CO

1d•$140,000 - $150,000•Hybrid

About The Position

At Crocs, Inc., every career offers a chance to make a real impact. No two journeys look the same. And that's exactly how we like it. Whether you’re welcoming customers into our stores, collaborating with global teams at our headquarters, or keeping operations moving at our distribution centers, your impact is real and valued. At Crocs, Inc. you’re not expected to fit a mold. You’re encouraged to break it and create something better. Overview The Sr. Manager, IT Support Services at Crocs, Inc. will be a strategic leader with a proven track record in managing and optimizing IT support functions. This role requires a blend of technical expertise, leadership skills, and a customer-centric approach to ensure the seamless delivery of IT support services to our internal teams. If you are a results-driven IT professional with a passion for leadership and innovation, we invite you to apply for this exciting opportunity to shape the future of our IT support services.

Requirements

Bachelor’s degree in Information Technology, Computer Science, or a related field.
8+ years’ experience in IT support services
3+ years proven experience in a leadership role within IT support services.
Strong knowledge of IT service management frameworks and methodologies (e.g., ITIL).
Excellent communication and interpersonal skills.
Demonstrated ability to develop and execute strategic plans.
Experience managing and mentoring a diverse team of IT professionals.
Familiarity with industry best practices and emerging trends in IT support services.

Nice To Haves

Master’s degree is a plus.

Responsibilities

Partner with IT leadership to provide a strategic vision for IT support services aligned with overall organizational goals.
Provide leadership to the IT support team, fostering a culture of innovation, collaboration, and continuous improvement.
Serve as a catalyst for change by championing and executing forward-thinking IT processes and procedures that improve user experience and ensure strong alignment with business objectives.
Lead projects and initiatives to bring technical and service oriented enhancements to the organization including developing roadmaps, timelines, and project plans
Establish and communicate clear objectives and key performance indicators (KPIs) for the IT support services department.
Oversee the day-to-day operations of the IT support services, ensuring timely and effective resolution of technical issues.
Partner to develop and maintain IT Service strategy including KPIs, SLAs, KB, CMDB, Incident management, Change management etc.
Drive a proactive approach to problem-solving and root cause analysis to minimize recurring issues.
Drive process development and build procedures to develop efficiencies and optimization within the support teams
Regularly assess and refine service delivery workflows to optimize performance and customer satisfaction.
Drive a proactive approach to identify and resolve issues before they impact users, utilizing root cause analysis.
Collaborate with key stakeholders to understand and prioritize business needs, ensuring IT support services align with organizational objectives.
Establish and maintain strong relationships with internal clients, fostering a customer-centric mindset within the IT support team.
Recruit, mentor, and develop a high-performing IT support team.
Support the ongoing training and professional development opportunities to enhance the skills and knowledge of the IT support staff.
Foster a positive and inclusive team culture that promotes collaboration and accountability.
Stay abreast of industry trends and emerging technologies to identify opportunities for enhancing IT support services.
Support the implementation of tools and processes to improve efficiency and effectiveness in IT support operations.
Continuously assess and refine service delivery workflows to optimize performance and customer satisfaction