Senior Manager, Technical Support Services
3 weeks ago
The Senior Manager of Technology Support Services is responsible for leading and managing all 1st and 2nd level support personnel across The Guitar Center, which includes 300 retail stores, three distribution centers, one contact center, and the corporate office. This role is pivotal in establishing best practices, streamlining support operations, and ensuring world-class technical support for employees and contractors. Reporting to the VP of Infrastructure, the Sr. Manager will collaborate closely with internal teams to enhance efficiency, reduce operational friction, and drive continuous improvements in support services.
Key Responsibilities:
Leadership & Team Management:
- Lead and develop a team of technology support professionals, including two Supervisors and one Manager.
- Provide training, guidance, and mentorship to direct reports, ensuring operational excellence.
- Set clear goals and performance metrics to drive accountability and success.
- Establish and document standard operating procedures (SOPs) for technology support services.
- Implement an intake template to streamline the adoption of new technologies and applications before assuming support responsibilities.
- Define and measure SLAs, MTTR, call volumes, first-call resolution rates, and ticket volumes.
- Analyze support metrics over time to assess and demonstrate improvements.
- Own and oversee all technology support for The Guitar Center Retail, The Guitar Center Pro, Distribution Centers, Contact Centers, and Corporate Offices.
- Ensure proper escalation paths and timely resolution of technical issues.
- Lead the team in troubleshooting complex technical challenges across Windows OS/Server, Microsoft Azure, Microsoft Exchange, networking, cloud solutions, print services, MDM, and support tools.
- Work closely with the Infrastructure Engineering, Infrastructure Operations, Store Operations, Communications, Human Resources, Accounting, Finance, and Contracts teams.
- Foster a highly collaborative team culture that values documentation, prioritization, and continuous learning.
- Establish and enforce best practices in IT support methodologies, ensuring alignment with ITIL foundations.
- Leverage tools like ServiceNow, Okta, Zoom, iOS, Mosyle, and AS/400/POS for improved service delivery.
- Utilize data-driven insights to enhance support performance and minimize business disruptions.
- Virtual meetings: Every two weeks with the entire Technology Support Services team.
- Team meetings: Each Manager and Supervisor holds weekly meetings with their respective teams.
- On-Call Rotation: While the Help Desk covers most working hours and after-hours support, additional support personnel across corporate, distribution, and contact centers provide emergency coverage.
- Experience: 10+ years of IT leadership and people management experience.
- Technical Expertise: Advanced knowledge of IT systems, including Windows OS/Server, Microsoft Azure, Microsoft Exchange, networking, cloud solutions, MDM, and support tools.
- Leadership & Strategy: Proven ability to drive process improvements, establish operational best practices, and create a structured, scalable support environment.
- Certifications (Preferred): A+, Cisco, Microsoft, ITIL Foundation, or other relevant technical/project management certifications.
- Systems Knowledge: Experience with ServiceNow, Okta, Zoom, iOS, Mosyle, and AS/400/POS.
- Problem-Solving: Ability to assess challenges, implement solutions, and drive efficiencies in a high-paced, dynamic environment.
- Great People & Leadership: Work with a supportive, knowledgeable team dedicated to operational excellence.
- Professional Growth: Tangible career advancement opportunities, consistent recognition, and a team invested in individual and organizational success.
- Impact & Purpose: Play a crucial role in improving technology support services, minimizing business disruptions, and supporting the broader mission of creating more musicians and bringing music to the world.
- Steep Employee Discounts: Enjoy significant discounts on musical products and gear sold at The Guitar Center.
- Collaborative & Motivated Team Environment: Join a team that values documentation, prioritization, and problem-solving, all while fostering a culture of accountability and enjoyment.
Pay Rate: $145,000 - $227,000/yr. depending on background and experience.
This position is eligible to participate in the Guitar Center Company bonus program based on Company performance. The job posting is not necessarily reflective of actual compensation that may be earned, nor a promise of any specific pay for any specific employee, which is always dependent on actual experience, education, and other factors. The pay range(s) listed are provided in compliance with state specific laws. Pay ranges may be different in other locations.
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Guitar Center is an Equal Opportunity Employer and provides fair and equal employment opportunity to all employees and applicants regardless of race, color, religion, gender, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status prohibited under Federal, State, or local laws. All employment decisions are based on valid job-related requirements.
If you are a qualified individual with a disability or a disabled veteran and are unable or limited in your ability to use or access our website, you may request a reasonable accommodation to express interest in a specific opening. You can request a reasonable accommodation by sending an email to recruiting@guitarcenter.com.
About the Guitar Center Company:
The Guitar Center Company embodies the world of creativity and music by encouraging our teammates to find their own individual sound. Our mission is to develop and nurture lifelong musicians and make a difference in the world by enabling musicians and non-musicians alike to experience the joy that comes from creating music. We believe in putting our customers first, engaging with respect and integrity and fulfilling our mission with passion.
The Guitar Center Company operates through several business divisions. Guitar Center is the world's largest retailer of guitars, amplifiers, drums, keyboards, recording, live sound, DJ, and lighting equipment, with more than 290+ stores across the United States. 2014 marked the milestone 50th anniversary of the Guitar Center Company as the organization continues to help people make music from coast to coast.
E-Commerce brands Guitar Center, Musician's Friend and WWBW offer online sales of a broad selection of music products. The Music & Arts division operates more than 220+ stores specializing in band & orchestral instruments for sale and rental, serving teachers, band directors, college professors, and students since 1952. AVDG and GCPro headline the enterprise audio-visual integration business, delivering a best-in-class commercial and residential customer experience.
- Steep Employee Discounts: Enjoy significant discounts on musical products and gear sold at The Guitar Center.
- Impact & Purpose: Play a crucial role in improving technology support services, minimizing business disruptions, and supporting the broader mission of creating more musicians and bringing music to the world.
- Professional Growth: Tangible career advancement opportunities, consistent recognition, and a team invested in individual and organizational success.
- Certifications (Preferred): A+, Cisco, Microsoft, ITIL Foundation, or other relevant technical/project management certifications.
- Leadership & Strategy: Proven ability to drive process improvements, establish operational best practices, and create a structured, scalable support environment.
- Technical Expertise: Advanced knowledge of IT systems, including Windows OS/Server, Microsoft Azure, Microsoft Exchange, networking, cloud solutions, MDM, and support tools.
- Team meetings: Each Manager and Supervisor holds weekly meetings with their respective teams.
- Leverage tools like ServiceNow, Okta, Zoom, iOS, Mosyle, and AS/400/POS for improved service delivery.
- Ensure proper escalation paths and timely resolution of technical issues.
- Define and measure SLAs, MTTR, call volumes, first-call resolution rates, and ticket volumes.
- Implement an intake template to streamline the adoption of new technologies and applications before assuming support responsibilities.
- Provide training, guidance, and mentorship to direct reports, ensuring operational excellence.
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