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Senior Manager, IT Infrastructure

Country : USA USA

State : North Carolina

County : Guilford County

Town : Greensboro

Category : IT - Web

Contract type : Permanent

Availability : Full time

Company presentation

CENTRIC BRANDS WAS CREATED TO PUT ITS PEOPLE FIRST. WE KNOW THAT
HAVING THE BEST PEOPLE LEADS TO GREAT RESULTS.
IF YOU ARE PASSIONATE, LOVE WHAT YOU DO AND WANT TO BE PART OF A
WORLD-CLASS TEAM, THEN CENTRIC BRANDS IS THE PERFECT FIT FOR YOU.

Job description

Job Summary:
The Head of Client Services and Helpdesk is responsible for maximizing customer satisfaction and engagement with Centric Brands products and services. They serve as manager, mentor, and thought leader who oversees customer support. This entails assigning day-to-day tasks and guiding the client services associates (CSA's) and help desk teams through issue escalations and client interactions, as well as meeting with clients directly to cultivate long-term relationships. They are process driven and use data analysis to inform business planning and set the direction for Centric Brands' customer experience initiatives. They must be experienced creating statistically driven KPI's and dashboards and creating/running an improvement committee made up of key business partners. They must have experience blending insourced desktop support resources with managed help desk services to create a unified support team for the organization. They must create and infuse a culture of exemplary customer service.
Principal Responsibilities:
- Provide strategic direction by constantly monitoring customer satisfaction and industry trends and then recommending new projects, operational standards, and customer service procedures based on their findings. They also apply continuous improvement to existing processes.
- Develop a continuous improvement plan and 3 year roadmap which accommodates for future growth and complexity
- Cultivate client relationships by directly engaging with clients during complex situations such as high-level planning, contract signing, or unusual requests. In these cases, they must manage expectations, address inquiries, and assess customer requirements with accuracy.
- Lead customer support teams in resolving issues while complying with service-level agreements. They keep a sharp eye on open customer cases and step in directly when they reach critical levels. In addition, they regularly inform executives and relevant department heads about major product or service problems
- Coordinating day-to-day customer support operations. Aside from supervising the CSA's, support engineers, and Managed Service Partner, they implement strategic initiatives, develop best practices, and ensure that deadlines and standards are met.
- Support Staff/team development by taking an active role in recruitment, onboarding, mentoring and employee development for the service teams that they manage. This includes delivering performance evaluations, one on one and team coaching and mentoring, team building, and collaborating with HR to design training programs and creating a career path for staff.
- Create IT communications that are sent to the organization related to systems issues, outages, maintenance, new or changed services, training, etc.
- Function as a service delivery manager who holds the Help Desk MSP accountable for Reporting, Quality improvements, SLA's, and Service improvements. Work with MSP to deliver monthly and quarterly performance reviews demonstrating the value delivered by the services.
- Develop new methods of engagement for clients to interact with the support teams
- Develop and maintain Processes to provide White Glove treatment for Sr Executives
- Monitor Service Desk tickets to ensure they are resolved according to service level standards
- Regularly reviews customer service surveys to ensure customers are satisfied and conduct appropriate follow-up
- Participates in hardware and software evaluations and maintains vendor relationships
- Help to maintain the security and privacy of information and systems within the company
- Develop best practices and ensure relevant documentation is developed and maintained
- Keep current with the latest technologies and determine what new technology solutions and implementations will meet business and system requirements.
- Holds team meetings to review strategic goals and initiatives
- Manage financial aspects of the team, including purchasing, budgeting, and budget review

Profile

Minimum Qualifications:
- Bachelor's Degree in Computer Science or related field
- Minimum eight (8) years' experience in Information Technology Management in similar environment
- Experience with Mange Engine Service Desk Tool a Plus.
Skills and Requirements
- Customer focused, always keeping the customer in mind throughout all of their tasks
- Proven people management and team development experience
- Must excel and decision making and project management
- Strong problem solver and capable of thinking quickly even in urgent, critical situations
- Proven experience with data analytics to analyze services with the goal of improving overall customer experience
- Ability to multitask effectively and keep track of multiple activities simultaneously
- Solid customer service skills.
- Solid writing skills
- Excellent conflict resolution skills.
- Experience supporting recurring audits for IT General Controls
- Experience supporting and enhancing On-boarding, Off-boarding, and other user related services and processes.
- Solid understanding of a broad range of client technologies and methodologies
- Ability to communicate technical concepts to technical and non-technical audiences
- Ability to manage multiple concurrent projects and motivate professional staff
- Demonstrated aptitude for learning new technologies
- Knowledge of data center systems, concepts, and methodologies
- Effective time management skills to achieve outcomes with available resources and within set timeframes.
- Excellent follow up and follow through.
- Ability to maintain composure and diffuse difficult situations.
- Strong planning skills.
- Knowledge of effective IT service management processes and procedures.
- Ability to approach technical challenges from a business perspective.
- Ability and willingness to work a flexible schedule, including weekends and holidays.
- Ability to work in a team environment, presenting a professional image and commanding the respect of staff, peers, and senior management.
Centric Brands is an Equal Opportunity Employer.
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