IT Manager

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We partner with brands to power growth through exceptional customer experience. Our founders were trailblazers in the eCommerce industry. When they couldn't find a customer service partner that was as innovative as they were, they built it. Many companies view their customer care as a cost center, but we believe it can be so much more If you delight the customer, listen to their feedback, and use their insights to gather data about products and offerings, customer care can have a strategic role in growing a business.

Responsibilities:

• Manage IT and cybersecurity escalations
• Communicate with and organize escalations between internal partners, clients, and external vendors (e.g., software providers)
• Manage company response to and remediation of cybersecurity (CrowdStrike) alerts
• Ensure all relevant parties receive regular, thorough updates on outstanding IT issues
• Manage a team of IT Helpdesk Associates
• Perform QA on IT Helpdesk tickets to ensure high-quality support
• Coach associates on areas of opportunity and address knowledge/process gaps
• Ensure work is evenly distributed amongst associates
• Schedule associates to ensure team availability during operating hours
• Use proper judgment when authorizing overtime hours
• Approve timecards, ensuring attendance policies and schedules are followed
• Review and approve PTO requests
• Maintain documentation (e.g., SOPs, knowledge base, best practices) for troubleshooting
• Perform remote troubleshooting via diagnostic techniques and pertinent questions
• Support company-owned and BYOD devices (Chromebooks, Windows, Macs)
• Manage rollout of new software or system upgrades
• Enforce security policies and procedures within the user community

Qualifications:

• 3-5+ years of IT support experience in a BPO setting
• 1-2 years of supervisory experience
• Strong technical skills in networking, operating systems, and enterprise applications
• Understanding of security best practices
• Experience with cloud services such as Google Workspace
• Experience with CrowdStrike is a plus
• Exceptional written and spoken English communication skills