Associate Manager, Tech Services

2 weeks ago

Ontario, United States Saddle Creek Logistics Services Full time

**Who is Saddle Creek?**

Saddle Creek is a family owned and professionally managed supply chain solutions provider. For the past 55 years our dedicated associates have built Saddle Creek into a nationwide leader in the industry by treating each other with respect, fostering a supportive work environment, and delivering excellence in service to our clients. Our people make a difference every day to our clients, who are retailers and brands both large and small. The growth and success we’ve experienced requires smart, dedicated people working in a supportive environment.

**What does a day in the life of an Associate Manager, Tech Services look like?**

The Associate Manager of Tech Service is a working manager responsible for a team of highly skilled IT professionals to maintain an organizations computer systems and technology needs. As our new Associate Manager, you will report to the Manager of Technical Services and work directly with information services (IS) team members, operations, and customers. The Associate Manager gets to help strategies, execute operational initiatives, manage key performance metrics, and serve as a leader within the IS department.

**Primary Responsibilities**
- Manage 3+ Technical Support Analysts ensuring service level agreements are met or exceeded.
- Participate in hiring and training IT professionals; planning assigning and directing work; appraising performance, addressing complaints, and resolving problems
- Confirm exceptional customer service KPIs and SLAs (First Response, Resolution Time, tickets closed, customer satisfaction, etc.)
- Build a highly performing team to meet and exceed expectations
- Communicate and interact with peers to determine technological needs of Saddle Creek
- Helping associates define and meet goals and objectives
- Determine root cause analysis for issues
- Maintaining efficient relationships with other department heads to determine technology needs
- Communicates company and department procedures and requirements, extensive communication with customers as well as vendors.
- Understands and interprets customer requirements and provides appropriate training, reports and/or service
- Promote constant and measurable improvement; always teach and enforce Saddle Creek Logistics Services’ Quality Policy
- Deploy and support ITIL guidelines across entire domain
- Develops solutions by preparing documentation and evaluating alternative solutions to gain approval across business
- Provides project management and oversight
- Supports new and existing business through training and by providing best practices
- Provide status updates to team members and stakeholders
- Work with Tech Services Leadership on planning and adhering to budgets
- Participate in 3-year Technology Road Map to support Operations and user technologies
- Deploy and support ITIL guidelines
- Participate in the on-call rotation
- And, because we know that you are going to be awesome, we will assign other duties your way giving you the opportunity to expand and grow within your career
- Bachelor’s Degree or equivalent experience required.
- At least 5 years of experience working within Information Services or equivalent technology experience.
- At least 2 years of experience working with a service desk, includes training experience.
- At least 2 years supervisory experience preferred, leading remote teams a plus.
- Industry certifications (CompTIA, Microsoft, Cisco, Six Sigma) preferred.
- ITIL v3 or ITIL 4 Certification preferred.
- Experience in multi-site warehousing/distribution/fulfillment operations including Fulfillment, Warehouse Management Systems, scanning, and labeling equipment preferred.

**Knowledge, Skills and Abilities**
- This position requires physical presence at the location during working hours.
- Be willing to travel for business up to 20% of the time.
- Strong critical thinking, decision making, and problem-solving skills.
- Be customer-focused and possess a high degree of integrity and trust.
- Be able to effectively prioritize and execute tasks in a high-pressure environment.
- Project management experience required.
- Must have strong interpersonal, written, and verbal communication skills.
- Must work well in a team environment.
- Able to earn certifications to operate boom, scissor, and fork-lifts to access/maintain warehouse mounted network equipment through on the job training (preferably not afraid of heights).
- Ability to provide off-hours support and a rotating on-call schedule.
- Ability to lift 25lb.

**Benefits**:

- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance

Shift:

- 10 hour shift
- 8 hour shift
- Day shift
- Evening shift
- Night shift

Weekly day range:

- Monday to Friday

Application Question(s):

- What is your target salary range?

**Education**:

- Bachelor's (required)

License/Certification:

- ITIL Certification (preferred)
- PMP (preferred)

Ability to Relocate:

- Ontario, C

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