Manager, Desktop Support

Company Overview (Who are we? Why should you join us?)

At ecoATM the proof of our success is in our staggering growth, extraordinary impact on protecting the planet, and providing a work culture unlike any other. We are a technology company and a pioneer of device re-commerce. Through our 6500+ automated kiosks and online marketplace Gazelle.com, we enable people all over the world to join the mobile device re-use revolution, a revolution that will get billions of used smartphones out of the e-waste cycle and into the hands of people who don’t have affordable access to the empowerment of the latest mobile technology.

At ecoATM we know our employees are our greatest strength and the key to our continued growth and success. When you join our team, you will enjoy more than just a job, you will be empowered to develop and utilize your unique talents and skills to build a rewarding career while making a lasting, positive impact on the planet.

Our Values and Leadership Behaviors

Position Overview

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.

Essential Tasks:

• 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

Education & Experience

• 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.

Knowledge, Skills & Abilities

• Expert knowledge of IT Service support models. To include supporting call centers and remote end users.
• Strong working knowledge with Jira, and Jira reporting or other industry standard desktop ticketing solutions.
• Strong knowledge of remote desktop management tools such as “Intune” and “JAMF”
• Strong knowledge of Windows and Apple MacBook environments.
• Experience managing vendors that provide Software as a Service.
• Excellent communications skills with the ability to communicate with internal/external customers, vendors, management etc. in both formal and informal situations.
• Experience with ISO 2700 audits and regulations
• Experience with BCP and Disaster Recovery plans
• Experience supporting conferencing room audio video systems
• Strong organizational skills
• Strong experience with logistics warehouse storage a plus
• Experience building and managing asset management systems a plus
• Knowledge of line printer support desired
• Experience supporting corporate copy machines

Base pay offered may vary depending on job-related knowledge, skills, and experience. This information is provided per CA SB 1162 (“CA Pay Transparency Law”). Base pay information is based on market location. Learn more about ecoATM benefits here.

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.