The Systems Engineer Manager (“Manager”) works as an integral part of the IT Operations Team to provide leadership and oversight to a dynamic Service Desk Team (“Team”), or portion thereof as defined by Sr. IT Leadership, that delivers top-notch customer service and support to Corporate Campus and Branch employees across multiple divisions of the Company. The Manager reports to the Sr. Systems Engineer Manager.

Duties and Responsibilities:

• Leads, manages, motivates, and mentors Team members to function as independent working units while contributing to the overall success of the Team

• Monitors compliance with Service Desk processes and procedures and ensures adherence to Change Management policies

• Provides technical direction to the Team to solve problems that require an increased level of troubleshooting discipline, technology acumen, and creativity

• Provides oversight to the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing and escalation

• Mentors and provides training opportunities for Team members

• Effectively manages all facets of coverage and Team schedules, not limited to, but including agent availability, channel coverage, approving overtime, as well as vacation and personal time off

• Collaborates with IT Leadership Team members to ensure proper forecasting of hardware and software needs

• Assists with Executive-Level Support

• Assists, as needed, with Support Requests submitted through established support channels

• Actively participates in Acquisition and Greenfield-related projects (to include traveling to Branch Locations as part of the Information Technology Team)

• Provides KPI and metrics reporting to the Sr. Manager

Education and Experience:

• Undergraduate Degree or equivalent experience/training

• Minimum of 10 years’ Call Center (or equivalent) experience preferred with a strong working knowledge of IT system fundamentals

• Minimum of 3 years’ experience supervising and managing Projects and Teams preferred

Skills/Knowledge:

• To perform this job successfully, an individual must:

• Exhibit outstanding leadership capabilities, with ability to lead, train, develop, and motivate Team members

• Display strong commitment to enhancing both internal and external customer focus as well as the ability to provide timely feedback related to customer service

• Demonstrate ability to positively lead a team, in a fast-paced, ever-changing environment

• Possess excellent verbal and written communication and skills

• Proven ability to manage multiple tasks and effectively handle shifting priorities in a dynamic work environment

• Actively participate on functional and cross-functional team projects

• Be highly organized, motivated, and demonstrate the ability to think creatively and critically and problem solve as well as the ability to think outside of the box

• Must have excellent analytical skills with proven ability to comprehend business requirements and translate into functional specifications

• Must possess excellent interpersonal oral and written communication skills, including the ability to communicate with all levels of the organization as well as with vendors

Certificates and Licenses:

• Valid driver's license required. Microsoft, CompTIA, and other IT-related certifications preferred.

Supervisory Responsibilities:

• This position has supervisory responsibility over the Service Desk Team, or a portion thereof as designated by Sr. IT Leadership, and its various functional sub-teams where applicable

Work Environment:

• Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environment

• Occasional long periods of sitting and standing

• Long periods of computer phone and technology utilization

• Must be able to lift, carry, push or pull up to 25 lbs.

• Position requires regular interaction with employees at all levels of the company

• Travel requirement up to 25%

      

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Job Location: SRS Distribution - McKinney

      

7440 State Highway 121 McKinney, TX 75070-3104

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As an Equal Employment Opportunity (EEO) employer SRS Distribution Inc., including all its subsidiaries, provides job opportunities to qualified individuals without regard to actual or perceived race, color, creed, religion, national origin, sex, gender, age, disability, gender identity, sexual orientation, citizenship status, uniform service, veteran status, marital status, genetic information, physical or mental disability, or any other characteristic in accordance with applicable federal, state, and local EEO laws. If you are an individual with a disability or a disabled veteran and require a reasonable accommodation in applying for any posted position, please contact Human Resources at US: 855.556.3221, or by email to: [email protected] with the nature of your accommodation request and include the Business name, location and title of the job opening. Please allow one (1) business day for a reply. All employment offers are contingent upon successful completion of a background check and drug screen, as permitted by law.

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Competitive weekly/bi-weekly pay, discretionary bonuses, 401(k) with company match, Employee Stock Purchase Plan, paid time off (vacation, sick, volunteer, holidays, birthday, floating), medical/dental/vision, flexible spending accounts, company-paid life and short-term disability, plus optional long-term disability, and additional life insurance. All benefits subject to eligibility.

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Should a Candidate be submitted to fill a position by a recruiting or staffing services agency (“Agency”), the Company has no obligation to pay the Agency any fee for submission, offer, placement or any service without a fully executed contract of service covering the engagement.