Insight Global is looking for a Operations Manager to join a team in Atlanta, GA supporting one of the world's most notable luxury retail brands. This role will be required to sit onsite five times a week and will be joining the Retail Service Desk support team that is responsible for providing remote IT technical support for the boutiques and retail stores.
The Service Desk Operations/Project Manager is responsible for managing the daily operations of the retail service desk, managing the service desk team, representing the team with the client and their stakeholders, and helping to ensure the service desk is constantly developing and improving to provide a custom tailored white glove delivery for all aspects of service delivery, communications and support. To meet these many demands the right candidate for this position should have the ability to build a cohesive team and manage people effectively, understand strategic vision of the service provided and able to set long-term direction for the team. Knowledge of service desk and customer service best practices, and able to think critically about systems, processes, and procedures with a complete understanding of the organization's businesses and needs.
* Manage a team of Service Desk professionals. Management activities include employee selection, ongoing performance management, compensation administration, education and development, goal setting, and team-building activities.
* Assess, identify, and develop team skills (based on business need) by facilitating and providing feedback to team members on customer service and communication skills to enhance the quality of support and customer satisfaction.
* Lead and participate in projects focusing on complex business issues.
* Develop and demonstrate an understanding of customer needs. May include managing escalated issues and customer recovery situations.
* Lead, schedule, coordinate, and oversee daily work, meetings, and projects. Resolve daily issues of a complex scope that impact the team and overall business objectives. Resolve issues on a cross-site basis as required.
* Prepare staffing plans; lead efforts to determine skill requirements for hiring. Conduct interviews and hire employees.
* Maintain a high level of employee morale within the team through open communication.
* Obtain necessary equipment or software to allow Service Desk team members to adequately service technical requests.
* Develop and/or update support plans for new product releases. Prepare team for product releases and monitor product related issues.
* May assist in the professional and technical development of team leaders enabling them to set technical goals, monitor, mentor, coach and assist team members to deliver quality support.
* Develop, and/or assist Program Management, with the preparation and administration of departmental performance reporting, forecasting, and metrics.
* May perform responsibilities of the Program Manager in the Program Manager's absence.
* Develop and enhance cooperative interdepartmental relationships and communications of a broad scope throughout the company and with individuals external to the company.
* Maintain knowledge on current industry-wide trends and potential impact on the support business.
* Develop and direct Continuous Improvement Initiatives to improve Service Desk support capability.
* Develop and maintain team / coverage schedules to anticipate customer demand, and review team schedule adherence and utilization, direct team members to optimize productivity, coverage, and responsiveness to customer demand.
We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to
HR@insightglobal.com.
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https://insightglobal.com/workforce-privacy-policy/ .
* The ideal candidate will have at least five (5) years of prior management experience in a technical customer support environment. Demonstrated leadership, oral and written communication skills, including the ability to influence other levels of management.
* Thorough knowledge of advanced support policies, procedures, solid understanding of general business management required. Demonstrated ability to handle difficult and sensitive situations with a sense of urgency and empathy , ability to lead projects and motivate others, and proven organizational and planning skills required.
* Technical proficiency in relevant operating systems, applications, and/or languages is required.
* Relevant Technology: Amazon (AWS),
o Experience with ACD systems, such as any of the following: Five9, Avaya, Cisco Jabber, Cisco Unified Contact Center, Genesys, NICE InContact.
o Experience with ITSM / Ticketing systems, such as any of the following: ServiceNow (preferred), BMC Remedy, Cherwell, Freshdesk, ServiceNow, Zendesk. Including the ability to make recommendations to improve work flows, process improvements and build/run reports and be able to interpret and make business decisions based on that data.
* Demonstrated support of enterprise environments, including:
o Hands-on and/or remote Break / Fix support of desktop and laptop computing equipment and peripherals
o Hands-on and/or remote Break / Fix support of POS Systems (retail environment), Ticket printers, Zebra Printers, and local network printers.
o Support of RFID / RED technology, handheld scanners and sonar inventory devices with full understanding on how this technology works.
o Support of Microsoft Windows 10 Operating System
o Support of MS O365 provisioned accounts
o Support of mobile devices such as iPads, iPhones, Surface Devices, etc.
o Password Reset, Account Unlock, etc.
o Support of MacBook devices and MacOS
o Support of collaboration platforms and environments such as Zoom, Slack, MS Teams, etc.
o Use of remote-support technologies such as Bomgar, TeamViewer, BeyondTrust, etc.
o The ability to collaborate with other resolution team and/or business units to solve incidents as a team and own communication of ticket status from end to end.
* Prior experience working within a retail support environment including front and back store support, is a strong plus.
* Knowledge of applications, personal operating systems and/or languages preferred.
* Bachelor of Science in a technical discipline or equivalent experience in related industry also preferred.
Benefit packages for this role will start on the 31st day of employment and include medical, dental, and vision insurance, as well as HSA, FSA, and DCFSA account options, and 401k retirement account access with employer matching. Employees in this role are also entitled to paid sick leave and/or other paid time off as provided by applicable law.