Systems Engineer Manager

SRS Distribution Inc.•McKinney, TX

29d•Onsite

About The Position

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.

Requirements

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
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
Valid driver's license required.

Nice To Haves

Microsoft, CompTIA, and other IT-related certifications preferred.

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