Address
Form of workWHO WE ARE
We are SouthernCarlson, and our foundation of service and commitment began in 1947. We have the broadest selection of high-quality products from leading suppliers in the industry along with tool repair services to keep businesses running. We provide expertise in both the products we offer and the solutions we propose. SouthernCarlson is The Contractors Choice™ for professional-grade tools, fasteners, jobsite supplies and expert service.
OUR PROMISE MEANS MORE™
• Respect - We build relationships on trust, collaboration and kindness while taking the time to learn, grow and celebrate wins together.
• Integrity - We go above and beyond to help customers and employees and do what we can to help resolve issues.
• Teamwork - We support and encourage each other while working together to ensure each customer has a top-notch experience
• Family Environment - We are a nationwide company with small business locations that provides a family-like environment.
This position is a hybrid work schedule with 3 days working in the office and 2 days working from home.
The IT Service Desk Manager's primary objective is to lead the Service Desk team to rapidly resolve technology issues across the enterprise. The position requires a hands-on technical leader who is responsible for delivering world class support experience for SouthernCarlson employees via ITIL standards. The manager is expected to be able to be hands on to help solve complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding established performance expectations. This position reports to the Director of IT Infrastructure and Security.
What You Will Be Doing:
You Might Be A Good Fit If You Have:
Beneficial:
WHY YOU'LL LOVE IT HERE:
• Competitive compensation, DOE
• Daytime shift with great hours!
• Our collaborative culture
• Competitive benefits package, including: Health, Dental and Vision
• Opportunity to enroll in our 401k program (With Employer Matching)
• Employee Assistance Program (EAP)
• Paid time off and paid holidays
WE ARE AN EQUAL OPPORTUNITY EMPLOYER SouthernCarlson provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other details
Apply Now
We are SouthernCarlson, and our foundation of service and commitment began in 1947. We have the broadest selection of high-quality products from leading suppliers in the industry along with tool repair services to keep businesses running. We provide expertise in both the products we offer and the solutions we propose. SouthernCarlson is The Contractors Choice™ for professional-grade tools, fasteners, jobsite supplies and expert service.
OUR PROMISE MEANS MORE™
• Respect - We build relationships on trust, collaboration and kindness while taking the time to learn, grow and celebrate wins together.
• Integrity - We go above and beyond to help customers and employees and do what we can to help resolve issues.
• Teamwork - We support and encourage each other while working together to ensure each customer has a top-notch experience
• Family Environment - We are a nationwide company with small business locations that provides a family-like environment.
This position is a hybrid work schedule with 3 days working in the office and 2 days working from home.
The IT Service Desk Manager's primary objective is to lead the Service Desk team to rapidly resolve technology issues across the enterprise. The position requires a hands-on technical leader who is responsible for delivering world class support experience for SouthernCarlson employees via ITIL standards. The manager is expected to be able to be hands on to help solve complex technical issues while thinking about the big picture. Additionally, this manager has strong leadership and communication skills which lead to their team to exceeding established performance expectations. This position reports to the Director of IT Infrastructure and Security.
What You Will Be Doing:
- Manage the day-to-day Service Desk operations
- Ensure all core services are operating within SLAs, to include external managed services providers
- Direct supervision and performance management of Tier-1 and 2 Service Desk personnel
- Collaborate with IT Leadership team in developing "Get-to-Green" mitigation plans and timelines when SLAs are not being met
- Identify new areas of improvement, such as increased Self-Help solutions and automation
- Develop and enhance Service Desk Performance metrics, manage Service Desk team to meet established metrics
- Act as an escalation point to facilitate any incident or request related issues
- Help drive technology-based solutions and processes to reduce contacts to the SouthernCarlson Service Desk while enhancing the end user experience
- Manage the deployment and upkeep of key infrastructure. This includes endpoints (desktop/laptop), phones, mobile devices, Printers, etc.
- 25% of travel will be a possilbility for this role
You Might Be A Good Fit If You Have:
- 2- 3 year's experience in leading an IT Service Desk. Demonstrate a strong working knowledge of a Service Desk organization
- Demonstrate a strong Knowledge of ITIL best practices and ITIL Certification preferred. Strong problem solving and troubleshooting skills
- Experience with endpoint imaging and patching
Beneficial:
- Working knowledge of Manage Engine products, including Service Desk and Endpoint Central
- Experience with end user administration in a Microsoft Active Directory and Azure Active Directory environment, O365
- Experience with Multi-Factor Authentication products, preferrable Okta
- Experience with print to scan applications
WHY YOU'LL LOVE IT HERE:
• Competitive compensation, DOE
• Daytime shift with great hours!
• Our collaborative culture
• Competitive benefits package, including: Health, Dental and Vision
• Opportunity to enroll in our 401k program (With Employer Matching)
• Employee Assistance Program (EAP)
• Paid time off and paid holidays
WE ARE AN EQUAL OPPORTUNITY EMPLOYER SouthernCarlson provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.
Other details
- Pay Type Salary
- Min Hiring Rate $80,000.00
- Max Hiring Rate $90,000.00
Apply Now
