Pomeroy Looking for IT Operations Manager at Remote

  • Anywhere

Pomeroy

Essential Duties & Responsibilities:

· Manage a staff of Regional Service Technicians responsible for providing service to retail / back office technology hardware

· Provide necessary mentoring to field staff to increase performance

· Ensure divisional commitment to Service Level Agreements already in place

· Evaluate service delivery reports for all employees within the division and coaching to maximize performance

· Interface with customer support centers on service problem updates, support issues and concerns with store computer systems

· Work directly with customer’s retail store management in problem solving while acting as an advocate for Pomeroy’s service model

· Represent the division in process improvement reviews or incident reviews for major incidents as determined and requested by customers.

· Coordinate the activities of support groups to resolve operational issues and problems that involve the participation of multiple groups and individuals to resolve

· Periodic regional travel required – up to 20%

· Field visits, physical inventories/locations, customer business reviews, etc

· Additional related duties may be assigned as needed

Supervisory Responsibilities:

· Direct reports include Regional Service Technicians I, II, and III

Minimum Knowledge, Skills and Abilities required:

· High school diploma or equivalent required, college degree preferred

· Minimum of 3 years technology help desk or IT store support experience

· Extensive experience with technology systems and hardware

· Excellent communication and interpersonal skills required

· Ability to mentor staff in providing exemplary customer service skills

· Extensive experience working with Microsoft Office Suite, with appropriate emphasis on Word, Excel, and Outlook

· Excellent problem solving and customer service skills

· Strong sense of urgency and retail business orientation

· Ability to work independently day-to-day while being a strong team player

Job Type: Full-time

Pay: $65,000.00 – $75,000.00 per year

Benefits:

  • 401(k)
  • Dental insurance
  • Health insurance
  • Paid time off
  • Vision insurance

Schedule:

  • 8 hour shift
  • Monday to Friday

Work Location: Remote

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