Senior Manager, IT Support

2 weeks ago

Eden Prairie, United States JCP Portraits Full time

Information Technology & SecurityEden Prairie,Minnesota2024-1108

At Shutterfly, we make life’s experiences unforgettable. We believe there is extraordinary power in the self-expression. That’s why our family of brands helps customers create products and capture moments that reflect who they uniquely are.

This position will be working onsite in our Eden Prairie, MN Office Location

The Senior Manager, IT Support  leads the teams that provide world-class enterprise end-user services and support to Shutterfly employees and contractors. This role is accountable for the quality of delivery by our outsourced Service Desk (Level 1) and our internal End-User Support team (Level 2) distributed across Shutterfly’s many corporate and manufacturing locations. ThisManager position partners with business and technology teams (including Enterprise Applications, IT Engineering & Operations, Desktop Engineering, IT Infrastructure, and Information Security) to ensure that Shutterfly’s end-users efficiently adopt and leverage modern technologies and maintain operational excellence. What You Will Do Here

  • Focus on delivering high-quality IT experiences to Shutterfly’s international team of employees and contractors, throughout the end-user lifecycle (onboarding through offboarding).
  • Manage and improve delivery by our Level 1 offshore service desk.
  • Lead, coach, and manage a distributed team of Level 2 end-user support professionals in offices across North America and Israel.
  • Lead proactive end-user adoption initiatives to ensure that Shutterfly’s collaboration and productivity solutions deliver maximum value to the enterprise. 
  • Lead and drive support automation and service improvement initiatives.
  • Lead the adoption and continual improvement of ITIL-based processes and procedures. 
  • Partner with the Network Operations Center (NOC), Security Operations Center (SOC), Lifetouch Field Support, and Manufacturing (Lab) IT teams to ensure seamless support of IT services across the enterprise. 
  • Act as an escalation point for support-related issues. 
  • Ensure adherence to information technology and information security policies and standards.
 
The Skills You Will Bring  
  • 7+ years of experience in Information Technology, with 3+ years of direct people management.
  • Bachelor's degree from an accredited college or university in a technical background: Computer Science, Information Systems, Electrical Engineering, or related IT field.
  • Strong team player with good written and verbal communication skills.
  • Inclusive, people-focused leadership skills.
  • Ability to lead and work effectively in a dynamic environment and influence cross-organizationally. 
  • Strong focus on managing to, and reporting on, SLAs, OLAs, and KPIs as a basis for driving improvement activities. 
  • Experience leveraging ServiceNow for request fulfillment automation and incident, problem, and change management.
  • Experience with chatbot technology (Google or other platforms). 
  • Technical experience with MacOS, iOS, Android, and Windows operating systems.
  • Experience overseeing the delivery of managed services providers and VARs.
  • Demonstrated skills leading technical troubleshooting and root cause analysis.
It is helpful, but not required to have
  • Hands on administrative experience with Microsoft Office 365 and Teams platforms.
  • Experience in PowerShell scripting and automation of technical operations tasks.
  • Strong understanding of security disciplines, best practices, and standards. 
  • Proven experience with Scaled Agile Framework (SAFe) and/or other agile delivery methods.
  • Six Sigma, Lean or other business process improvement training or education.

Supporting a diverse and inclusive workforce is important to Shutterfly not only because it directly reflects our value of Embracing our Differences, but also because it’s the right thing to do for our business and for our people. Learn more about our commitment to Diversity, Equity and Inclusion at Shutterfly DE&I.

This position will accept applications on an ongoing basis until filled.

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