IT Support Manager

4 days ago


Eden Prairie, Minnesota, United States Shutterfly Full time

**Job Title:** IT Support Manager - Shutterfly

Job Overview

We are seeking an experienced IT Support Manager to join our team at Shutterfly. In this role, you will lead the desktop support services team, providing direction and oversight of support resources, and ensuring Information Technology (IT) services are delivered with excellence.

About the Role

You will be responsible for analyzing common desktop support requirements, processes, and championing new solutions for continually improving service efficiency and effectiveness. Key responsibilities include:

  1. Manage overall team performance to SLAs, and individual staff performance to measurable goals and objectives.
  2. Lead the department in the delivery of IT services supporting corporate desktops, laptops, mobile devices, audio/video conferencing technology, Microsoft Office 365/Outlook/Teams/VoIP telephony, and other corporate applications and services.
  3. Act as a point of IT issue escalation for the desktop services team members, and escalation of critical incidents within Infrastructure & Operations.
  4. Manage multiple high-priority initiatives in a fast-paced environment.
  5. Collaborate with HR and corporate office department heads to plan, budget, procure, and deploy new technology related to company growth and new hires.
  6. Plan and oversee annual technology refresh roadmaps, including budgetary planning and financial management.
  7. Maintain a detailed inventory for IT assets.
  8. Manage software licensing, support renewal contracts, and budget for applications as assigned.
  9. Provide white-glove service delivery for Shutterfly executive leadership team.
  10. Act as an intermediary and facilitator to help resolve ongoing and complex technical issues that span multiple departments.
  11. Continually improve service quality by evaluating IT Service Management metrics, and re-designing processes or automation where opportunity exists.
Requirements

To be considered for this role, you should have:

  • A minimum of 7-10 years of experience in IT Service Management, with at least 5 years in a managerial or leadership role.
  • Proven experience in designing and implementing ITSM processes for a medium to large organization.
  • Proven experience with Microsoft Intune, SCCM, Azure, Jamf, and Autopilot.
  • Strong leadership and team management skills, with a track record of leading high-performing teams.
  • Excellent communication and stakeholder management skills, with a strong customer service focus.
  • An analytical mindset with the ability to solve complex problems and make data-driven decisions.
  • Experience with ITSM tools such as ServiceNow or similar platform.
  • Bachelor's degree in Computer Science, Information Technology, a related field, or comparable experience.
  • ITIL certification preferred.
  • Applicable Microsoft certification preferred.
Compensation

The estimated salary for this role is $120,000 - $160,000 per year, depending on experience.



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