Global Support And It Coordination

Ready to be a part of a game-changing team that thrives on defying the impossible?

About PCS Wireless:

Founded in 2001, by two visionary traders, PCS Wireless, affectionately known as “PCS”, is not your average mobile device distributor. Led by fearless entrepreneurs, PCS has completely transformed the landscape of the device resell market, both from a business and a consumer perspective.

Today, PCS is a recognized global leader powering the secondary market. We buy and sell mobile devices and products worldwide through partners and programs. By breathing new life into old devices, we efficiently extend a device’s lifecycle up to 5 times or more. We collaborate with industry giants including consumer electronic manufacturers, wholesalers, big box retailers and small businesses alike, catering to a diverse clientele of more than 1,500 customers. Our operations span major markets worldwide with offices and warehouses in the Americas, APAC, UK & EMEA.

Our go-getting spirit valuing flexibility, a "me for we approach" and curiosity, continues to be the foundation of our success. We are looking for doers and thinkers who get things done and have fun doing it!

About the Role:

The Head of Global Support & IT Coordination is a key leadership role responsible for managing and directing technical support, including technician support level 1 and support level 2, across the organization's global operations. This role plays a pivotal role in ensuring the efficient functioning of IT systems and delivering high-quality support to end-users and stakeholders. Additionally, the Director will oversee IT support for all global offices and warehouses, ensuring synchronization of Standard Operating Procedures (SOPs) across locations, monitoring SLAs and response times, providing 24/7 user support availability, and escalating unresolved issues to developer or level 3 support. The director will also be responsible for ensuring that local support supervisors adhere to established processes.

What You Will Do:

• Leadership and Strategy:
  • Work with senior management to develop and execute a strategic vision for global technical Support and IT coordination in line with the organization's objectives.
  • Establish and enforce Support and IT policies, procedures, and guidelines to optimize efficiency and user satisfaction.
• Team Management:
  • Lead and mentor a team of support technicians, including level 1 and level 2 support staff, fostering professional growth and maintaining high-performance standards.
  • Cultivate a culture of excellence, continuous improvement, and customer-centricity within the support organization.
• IT Coordination:
  • Coordinate IT initiatives, projects, and resources across departments and locations to align with organizational objectives.
  • Collaborate with IT teams to implement and maintain IT infrastructure, systems, and applications.
• Process Enhancement:
  • Continuously assess and enhance Support and IT processes to improve efficiency, reduce downtime, and enhance user satisfaction.
  • Implement best practices and industry standards to optimize technical support operations.
• Budget Oversight:
  • Assist in developing and managing the budget for the Support and IT coordination department, ensuring cost-effectiveness and resource allocation align with organizational priorities.
• Vendor Relations:
  • Collaborate with vendors and third-party service providers to ensure the delivery of high-quality services and products.
  • Participate in contract negotiations and service-level agreement discussions with vendors when necessary.
• Security and Compliance Focus:
  • Maintain a strong emphasis on cybersecurity and compliance, ensuring all IT systems and support activities adhere to industry standards and regulations.

Who You Are:

• A minimum of 5 years of experience in IT management and technical support, demonstrating leadership and team management skills.
• Strong knowledge of IT infrastructure, systems, and software applications.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Proficiency in project management and familiarity with IT service management (ITSM) frameworks such as ITIL.
• Knowledge of industry standards, compliance, and cybersecurity best practices.
• Vendor management and negotiation expertise.
• Ability to thrive in a dynamic, global work environment.

We Are Seeking People Who:

• Are owners. 
• Are continually raising the bar.  
• Are sincerely open-minded, and are willing to examine their strongest convictions with humility. 
• Nurture and embrace differing perspectives to make better decisions. 

What's in it for You:

• A supportive, diverse and global team with a growth mindset.
• A scaling company with great industry professionals.
• Amazing opportunities to get involved with exciting projects.

If you are ready to join our fast-paced company, apply below!

We are an Equal Opportunity Employer. All qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin will be considered. No qualified applicants will be discriminated against on the basis of disability or protected veteran status.