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IT Support Operations Manager

2 months ago

Needham Heights, Massachusetts, United States Clarks Full time

Position Title: Technical Support Manager

Location: Needham, MA

Job Overview:
The Technical Support Manager is tasked with ensuring the effective and efficient provision of 1st and 2nd line IT assistance to our corporate personnel, aimed at delivering a seamless user experience. This role offers an excellent opportunity for a proficient technical leader to influence our IT support operations in the US and nurture a compact yet high-performing onsite team, all while striving for a streamlined, consolidated, cost-effective, and manageable security infrastructure.

Key Responsibilities:

  • Service Delivery:
    • Engage actively in and supervise the swift and precise resolution of IT support inquiries, including password resets, printer complications, and custom legacy applications.
    • Personally oversee intricate technical challenges, collaborating with internal teams or external partners to guarantee timely solutions.
    • Maintain elevated levels of user satisfaction through direct engagement and effective problem-solving.
  • Vendor Management:
    • Oversee relationships with local IT service providers, negotiating contracts and ensuring compliance with agreed service level agreements (SLAs).
    • Assess and enhance vendor performance, ensuring the delivery of cost-effective and reliable IT solutions.
  • Team Leadership & Development:
    • Guide and mentor the IT support team in the region, ensuring they are motivated and equipped to manage 1st and 2nd line support responsibilities.
    • Implement training initiatives and performance management strategies to elevate team skills and service quality.
  • Performance Monitoring & Reporting:
    • Establish and monitor key performance indicators (KPIs) to evaluate Helpdesk efficiency, including resolution rates and user satisfaction metrics.
    • Produce regular reports on IT service delivery and pinpoint areas for enhancement.
  • Process Improvement:
    • Continuously assess and refine IT support processes to boost efficiency and effectiveness.
    • Create and maintain a comprehensive knowledge base to facilitate quicker problem resolution and self-service capabilities.
  • Collaboration & Stakeholder Engagement:
    • Collaborate closely with internal departments to comprehend their IT requirements and ensure uninterrupted support.
    • Participate in discussions to provide insights and updates on IT service delivery.
    • Contribute to the design of new or improved services to ensure that risk mitigation and contingency plans are adequately addressed prior to implementation and transition into support.
    • Work seamlessly as part of a broader Global Technology unit within a cross-matrix leadership framework.
  • Additional Responsibilities:
    • Undertake any other relevant duties as assigned by the line manager.
    • Exhibit the Clarks values through the delivery of work.
    • Adhere to our Business Code of Conduct, consistently acting with integrity and due diligence.
Qualifications:
  • A robust technical background that supports a variety of applications, from modern tools like O365 to bespoke or legacy systems.
  • Comprehensive knowledge of technology tools, processes, and practices, particularly in Incident and Request management.
  • Exceptional verbal and written communication skills, with the ability to translate business needs into technological solutions.
  • Proven experience in collaborating with key business stakeholders.
  • Capability to thrive in a complex, time-sensitive, and ever-evolving environment.
  • Demonstrated success in managing IT services within the technology sector.
  • Familiarity with retail organizations.
  • Experience within the US market.
  • An understanding of intricate IT environments.
  • Strong technical expertise in end-user computing services, along with a solid grasp of troubleshooting broader technical issues, supported by internal teams or vendors.
  • Exhibit collaboration, service excellence, and ownership of customer issues, fostering a culture of continuous improvement.
About Clarks:

Clarks, established in Somerset, England, has been a pioneer in innovative shoemaking since 1825. The brand has consistently combined invention and craftsmanship, which remains central to its identity. Clarks is proud to highlight its commitment to diversity and inclusion, striving to create a productive environment where everyone has an equal opportunity to succeed at all levels of the organization.