IT Support Operations Manager

2 weeks 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 position offers an exceptional opportunity for a proficient technical leader to influence our IT support framework in the US region while nurturing a compact yet high-performing onsite team. The ultimate goal is to establish a streamlined, consolidated, cost-effective, and manageable security infrastructure.

Key Responsibilities:

  • Service Delivery:
    • Directly engage in and supervise the swift and precise resolution of IT support inquiries, including password resets, printer malfunctions, and specialized legacy applications.
    • 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 resolution.
  • Vendor Management:
    • Administer relationships with local IT service providers, negotiating agreements and ensuring services adhere to established 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 well-prepared to manage 1st and 2nd line support responsibilities.
    • Implement training initiatives and performance evaluation processes to boost team skills and service quality.
  • Performance Monitoring & Reporting:
    • Establish and monitor key performance indicators (KPIs) to assess Helpdesk efficiency, including resolution rates and user satisfaction metrics.
    • Produce regular reports on IT service delivery and pinpoint areas for enhancement.
  • Process Improvement:
    • Continuously review and refine IT support procedures to bolster efficiency and effectiveness.
    • Create and maintain a comprehensive knowledge repository to facilitate quicker problem resolution and self-service capabilities.
  • Collaboration & Stakeholder Engagement:
    • Collaborate closely with internal departments to comprehend their IT requirements and ensure seamless 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 strategies are adequately addressed prior to implementation and transition into support.
    • Work cohesively as part of a broader Global Technology unit within a cross-matrix leadership framework.
  • Additional Responsibilities:
    • Engage in 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 diverse range 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.
  • Excellent 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 operate 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, headquartered in Somerset, England, has been a pioneer in innovative shoemaking since its inception in 1825. The brand's commitment to craftsmanship and invention remains central to its identity. With a rich archive of over 22,000 pairs of shoes that have defined generations, Clarks continues to lead in the industry. The introduction of the Clarks Collective showcases the brand's dedication to social change, championing causes such as mental health awareness and racial equality. As a global employer, Clarks is devoted to fostering diversity and inclusivity within its workforce, ensuring that all individuals have equal opportunities to thrive throughout the organization.

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