Job Description
The IT Support manager is an information technology professional who supervises activities and staff involved in maintaining a company’s computer operating systems and sub-systems.
Duties and Responsibilities
- Responsible for all Level 1 support for all current and future production systems, and Level 2 & 3 support for a subset of these systems
- Ensure that related hardware, software and other components are properly selected, developed, implemented, tested and deployed
- Monitor systems to detect deficiencies, and recommend changes and solutions
- Estimate resource requirements and implementation costs
- Present management with proposals or presentations identifying system needs, outlining return on investment
- Further business objectives through interactions with other department managers, external consultants, and software and hardware vendors
- Provide status reports to senior management at agreed-upon cadence and scope
- Supervise system support specialists, providing direction and guidance
- Be able to explain computer system projects to executives and other non-technical employees in a manner they can understand
- Interact and build productive relationships with operations, marketing, legal, product, HR, finance/accounting, and other departments
- Work directly with third party vendors and SaaS providers to assure system configuration, availability, security, etc.
- Work directly with parent company IT Security associates to assure that all audits, security requirements, monitoring, scans, reporting, and other security measures are completed on time and to established specifications
- Work closely with key support vendors to assure that support operations and issues flow seamlessly between teams and meet established SLAs
- Contribute to cross-channel initiatives that address customer needs, create competitive advantages, close gaps, and build continuity of experience for customers accessing California Closets through multiple digital properties or devices
- Partner with functional leads and third-party vendors to define and prioritize use cases, create detailed requirements, define and prioritize user stories that can be used to create product specifications and architecture
- Work collaboratively with other technology partners in development, Quality Assurance, Application Development, and colleagues within California Closets to build capabilities and features that will be available on multiple platforms
- Identify technology trends and product analytics opportunities for California Closets based on user, business, marketing & tech inputs – with a thorough understanding of the California Closets Digital strategy and vision
- Identify opportunities to improve process with proposed solutions
- Mentor and coach junior product team members and manage consultants and vendors (as required)