Service Desk Manager

Company: Tommy Bahama
Location: Federal Way
Posted on: November 16, 2021

Job Description:

LIVE THE ISLAND LIFE Tommy Bahama is looking for creative, diverse, and energetic people to help us live the island life! Tommy Bahama has grown to include both mens and womens apparel, home and beach goods, and a thriving restaurant and bar business. Everything that bears the Tommy Bahama name is created with an unwavering eye towards quality. More than ever, our focus is on taking our guests someplace great through exceptional service, upscale products, and delicious food and drinks. Maintaining our unique point of view requires a diverse team that includes apparel designers, e-commerce and technology experts, manufacturing, operations, and, of course, retail and hospitality professionals. We would love to have you share your talents with us! SET THE COURSE Responsible for the day-to-day management, supervision and service delivery for the Tommy Bahama Service Desk, which provides 1st and 2nd tier support for the company's corporate, retail/restaurant and distribution center locations. Also responsible for the staging and configuration of IT equipment for new store openings, remodel/relocation and store refresh activities. The leader in this position manages resources within the IT Operations team to ensure high availability of systems and service level performance. The person in this role must build strong relationships with Information Technology departments and Business Partners while using defined processes for incident, request, change, problem and asset management. Emphasis in this role is given to continuous service improvement in IT Service Management, call/ticket processing and customer satisfaction. BE THE ISLAND GUIDE Develop and mature IT service management processes to ensure consistent service delivery. Provide leadership for Technical Support Analysts at all levels including daily supervision, coaching, performance management and development. Ensure users are provided efficient and timely first and second level support on a 7x24 basis. Manage High Priority incident response during business hours Participate in rotating on-call for High Priority Incident Response outside normal business hours Schedule staff to ensure sufficient coverage during normal business hours across multiple time zones and on-call support as required. Actively monitor support levels, call queues, ticket queues Oversee and act as an escalation point for all IT requests, incidents, and vendor management. Ensure that decisions made to improve the overall support experience of the Service Desk are continually carried through. Solve problems, make decisions and collaborate with other members of the leadership team on a daily basis relative to Service Desk responsibilities. Ensure that effective Service Desk representation takes place for the coordination of work processes and projects with other departments. Develop and document standards, policies/procedures and KPIs for the Service Desk Train Service Desk staff on operational procedures and troubleshooting techniques. Facilitate training on new hardware and/or software applications as required. Provide data and reporting of KPIs and trends to the IT department and other business partners on a regular schedule or as needed. Work with and manage vendor contracts, dispute resolution and incident escalations. Reconcile and approve vendor invoices for services and products ordered. Provide input to the annual budgeting process for the department. ESSENTIALS FOR LIFE IN PARADISE Generally, 6+ years experience in an IT technical support role supporting operating environments and PC/Server operating systems (Microsoft Windows). 3+ years experience hardware and software installation and maintenance. 3+ years previous supervisory experience preferred. Knowledge of Windows Operating System Environment and Active Directory. IT Infrastructure Library (ITIL) experience or certification preferred. Experience with workflow and ticket management systems such as ServiceNow. Exceptional interpersonal skills: can operate successfully with cross-functional teams Strong communication and customer service skills. Ability to work in a collaborative team environment. Proficient time management and organizational skills. Ability to comprehend and document technical issues with attention to detail. Ability to manage, prioritize, and communicate status of multiple tasks simultaneously. Mahalo (thank you) for your interest in Tommy Bahama! Tommy Bahama participates in E-Verify. Details in English and Spanish . Right to Work Statement in English and Spanish . Location: 32125 32nd Ave S, Federal Way, WA 98001, USA Job Type: Full-time Pay: $95,000.00 - $100,000.00 per year Ability to commute/relocate: Federal Way, WA: Reliably commute or planning to relocate before starting work (Required) Education: High school or equivalent (Required) Experience: IT support: 6 years (Required) IT management: 3 years (Preferred) Willingness to travel: 25% (Required) Work Location: Multiple Locations

Keywords: Tommy Bahama, Federal Way , Service Desk Manager, Executive , Federal Way, Washington