Desktop Support Manager

Yesterday

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ecoATM Gazelle

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ecoATM Gazelle is a company specializing in the trade-in and recycling of electronic devices, particularly mobile phones. They operate thousands of kiosks across the United States, allowing consumers to sell their old phones in exchange for cash. By evaluating the device's condition and specifications, ecoATM provides a convenient and eco-friendly solution for reducing electronic waste, contributing to the recycling of over 50 million devices to date. Their mission focuses on sustainability by preventing toxic electronic waste from entering landfills, supporting a healthier planet while providing immediate financial returns to consumers through easy and secure transactions.

Retail Automation • Recycling and Refurbishing • Green Technology • Mobile Recycling • Software Development

201 - 500 employees

Founded 2010

🛒 Retail

🛍️ eCommerce

🌍 Social Impact

📋 Description

• As the Information Technology (IT) IT Service Manager you will oversee the IT Service Desk team and related projects. • You will support the offices, WAN, LAN desktop/laptop and phone environments. • You will be responsible for managing the team of IT admins and desktop technicians that work on IT projects for upgrading on prem infrastructure, maintaining vendor support for application services, and managing over 700 desktop environments in a remote first support model. • Provide leadership and direction to IT and Help Desk staff and ensure team members are working at their best every day. • Utilize a consistent ITIL centric approach to improve all phases of service support, maintain ticket queue’s, project manage key projects, determine IT standards, and ensure team follows high quality guidelines and peer review. • Explore and innovate new remote first solutions and strategies. • Partner with vendors and manage application as a service providers. • Implement automation for desktop management, drive standardization and drive the environment from being a current high tough environment to lower touch (incidents per end user). • Provide guidance and career couching to direct reports. • Set clear explications and create positive work environment based on accountability, in collaboration with engineering and operational management and leaders. • Continually drive improvements of the IT service request and data capture cycle. • Keeps him/herself up to date with new technologies, evaluates its impacts and makes recommendations. • Keep communication flowing between teams. • Review all software costs, and cloud infrastructure savings plans and make recommendations for budget improvements and track budget forecasts. • Troubleshoot advanced technical issues. • Testing and usability of new solutions for DevOps processes. • Assist in vendor management for all IT administration tools and on-prem infrastructure. • Contribute to the implementation, testing and continuous improvement of preparedness, contingency, emergency response and recovery plans.

🎯 Requirements

• Bachelor’s degree in information technology, information systems, business, or related field preferred, and /or some combination of equivalent practical experience. • 7+ years of proven professional experience in any combination of IT manager and Help Desk manager roles with remote end user support experience. • Proven ability to design, deliver, measure, and manage IT projects, network, tech refresh, new process rollouts, new building buildouts, etc.. • Experience in high growth environments, with high touch desktop environments. • Extensive experience with network engineering a must. • Deep understanding of these service life cycle, ITIL reporting and escalation centric processes. • Excellent project management skills (understands both Agile and Waterfall methodologies). • Experience in working in under documented environments. • Experience with Agile development, Scrum and Kanban • Experience managing SAS vendors. • Experience with AWS cloud based infrastructure • Experence supporting VPN services • Experience managing software renewals, Microsoft EA licensing a plus.

🏖️ Benefits

• Base pay offered may vary depending on job-related knowledge, skills, and experience. • This position may also be eligible for short-term and long-term incentives based on individual and company performance. • This job description is not intended to be all-inclusive. Employee may perform other related duties as assigned to meet the ongoing needs of the organization. • Here at ecoATM/Gazelle we value diversity & belonging and are proud to be an Equal Employment Opportunity employer. All applicants are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation, or any other legally protected characteristic, and are fairly and equitably compensated based on current market data. If you need assistance, or an accommodation, please let your recruiter know.