Systems Engineer Manager

Systems Engineer ManagerThe 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 TeamMonitors compliance with Service Desk processes and procedures and ensures adherence to Change Management policiesProvides technical direction to the Team to solve problems that require an increased level of troubleshooting discipline, technology acumen, and creativityProvides oversight to the IT Service Management (ITSM) ticket assignment process, ensuring proper documentation, routing and escalationMentors and provides training opportunities for Team membersEffectively 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 offCollaborates with IT Leadership Team members to ensure proper forecasting of hardware and software needsAssists with Executive-Level SupportAssists, as needed, with Support Requests submitted through established support channelsActively 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. ManagerEducation and Experience:Undergraduate Degree or equivalent experience/trainingMinimum of 10 years' Call Center (or equivalent) experience preferred with a strong working knowledge of IT system fundamentalsMinimum of 3 years' experience supervising and managing Projects and Teams preferredSkills/Knowledge:To perform this job successfully, an individual must:Exhibit outstanding leadership capabilities, with ability to lead, train, develop, and motivate Team membersDisplay strong commitment to enhancing both internal and external customer focus as well as the ability to provide timely feedback related to customer serviceDemonstrate ability to positively lead a team, in a fast-paced, ever-changing environmentPossess excellent verbal and written communication and skillsProven ability to manage multiple tasks and effectively handle shifting priorities in a dynamic work environmentActively participate on functional and cross-functional team projectsBe 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 boxMust have excellent analytical skills with proven ability to comprehend business requirements and translate into functional specificationsMust possess excellent interpersonal oral and written communication skills, including the ability to communicate with all levels of the organization as well as with vendorsCertificates 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 applicableWork Environment:Indoor Office, Indoor Warehouse, and Outdoor Warehouse (yard) working environmentOccasional long periods of sitting and standingLong periods of computer phone and technology utilizationMust be able to lift, carry, push or pull up to 25 lbs.Position requires regular interaction with employees at all levels of the companyTravel requirement up to 25%Job Location: SRS Distribution - McKinney 7440 State Highway 121 McKinney, TX 75070-3104Competitive 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.