Manager, IT Support

The IT Support manager is an information technology professional who supervises activities and staff involved in maintaining a company’s computer operating systems and sub-systems. Duties and ResponsibilitiesResponsible for all Level 1 support for all current and future production systems, and Level 2 & 3 support for a subset of these systemsEnsure that related hardware, software and other components are properly selected, developed, implemented, tested and deployedMonitor systems to detect deficiencies, and recommend changes and solutionsEstimate resource requirements and implementation costsPresent management with proposals or presentations identifying system needs, outlining return on investmentFurther business objectives through interactions with other department managers, external consultants, and software and hardware vendorsProvide status reports to senior management at agreed-upon cadence and scopeSupervise system support specialists, providing direction and guidanceBe able to explain computer system projects to executives and other non-technical employees in a manner they can understandInteract and build productive relationships with operations, marketing, legal, product, HR, finance/accounting, and other departmentsWork directly with third party vendors and SaaS providers to assure system configuration, availability, security, etc.Work directly with parent company IT Security associates to assure that all audits, security requirements, monitoring, scans, reporting, and other security measures are completed on time and to established specificationsWork closely with key support vendors to assure that support operations and issues flow seamlessly between teams and meet established SLAsContribute to cross-channel initiatives that address customer needs, create competitive advantages, close gaps, and build continuity of experience for customers accessing California Closets through multiple digital properties or devicesPartner with functional leads and third-party vendors to define and prioritize use cases, create detailed requirements, define and prioritize user stories that can be used to create product specifications and architectureWork collaboratively with other technology partners in development, Quality Assurance, Application Development, and colleagues within California Closets to build capabilities and features that will be available on multiple platformsIdentify technology trends and product analytics opportunities for California Closets based on user, business, marketing & tech inputs – with a thorough understanding of the California Closets Digital strategy and vision     Identify opportunities to improve process with proposed solutionsMentor and coach junior product team members and manage consultants and vendors (as required)