Service Desk Manager - Information Technology
Lazydays RV
62 reviews
Seffner, FL 33584
Full-time
Lazydays RV
62 reviews
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Job details
Job Type
Full-time
Full Job Description Do you want to do what you love every day and come to work knowing you make a difference? Are you looking for career growth in a company that is rapidly growing? Then come join the world's largest RV dealership-that's right, come join Lazydays! We offer competitive pay, excellent benefits, 401K match, employee stock purchase and an amazingly fun and family-oriented work environment. All that's missing is you!
Lazydays RV is an iconic name in the RV industry. Headquartered in Seffner, Florida, the home of the largest RV dealership in the world, Lazydays is committed to creating an environment of diversity where all employees are inspired to share their passion, talents, and ideas.
Lazydays was taken public in 2018 and is executing on a rapid growth strategy that includes acquisitions as well as greenfield start-ups. This is an excellent opportunity for a motivated individual to develop their skills in a fast-paced, growing business.
Our employees embody the core values of customer first, teamwork, professionalism, accountability, fun and family. We offer unlimited career opportunities for individuals who want to collaborate, innovate, develop, and deliver the most compelling RV experience imaginable for our customers.
SUMMARY:
This individual will oversee issues and drive continuous improvement opportunities across the Enterprise Support Group. This role will be the bridge between the Information Technology Team, established vendors, and business stakeholders.
The candidate will manage a team, that helps drive issue resolution, as well as analyze the incident data to drive improvements in process. The focus will help drive the strategy for delivering an effective end user experience through Lazydays Information Technology. Working with Stakeholders to understand needs and issues and address these with process changes, tool ideas and automation.
OWNED OUTCOMES
• DESKTOP & SUPPORT SERVICES – Provide modern, responsive, transparent support services to all Lazydays staff and customers using enterprise technology services and applications.
• PREVENTION & PROCESS IMPROVEMENT – Proactively track support patterns and reasons to identify and implement call/contact prevention measures. Sponsor process improvements and projects such as auto account provisioning and self-service capabilities.
• MANAGE END USER ASSETS – Understand needs, set standards, provisioning & support equipment and life cycle track and manage end user assets (costs/user, laptops, printers, fax, etc.)
• COLLABORATION TOOLS – Plan, build, train and track enterprise use of collaboration and teaming tools to improve efficiency and effectiveness (Office, Teams, etc.)
• MANAGE VENDOR SERVICES – Understand all service staffing needs and set internal/external sourcing & staffing model to support right service level and effective cost/user
ESSENTIAL FUNCTIONS:
Provides support for escalated tickets
Provides enhanced desktop and end user support service to VIP customers.
Stays in regular communication throughout the day with other tiers of support and Management staff
Collaborate with stakeholders in supported organizations to ensure a strong alignment between service targets and meeting customer objectives.
Communicate with management, team members and the enterprise about issues, outages, or general notifications.
Assist in the management of Office 365
Develop technical documentation to add to the department knowledge base to ensure appropriate knowledge transfer and knowledge sharing
Monitoring service levels with internal customers and vendors.
Validation of compliance to policies, standards, process, procedures, controls and oversee enforcement efforts to ensure services are being provided with a high level of quality.
Identify inefficiencies and initiate process improvement to remediate.
Participates in and supports cross technology process improvement initiatives
Assist staff with installation, configuration and ongoing usability of desktops, laptops, peripheral equipment, and software complying with given standards and guidelines.
Train and guide staff hardware and software usage.
Interact with vendor support contacts to resolve technical problems with desktop computing equipment and software.
Assess functional needs to determine system purchase specifications.
Assist in technical upgrading and maintaining of entire desktop systems.
Support in testing and deployment of new applications and systems.
Travel to locations for new facility integrations and end user support
Identify and suggest possible improvements on procedures.
Document processes to update Knowledge Base and SOP
QUALIFICATIONS AND EXPERIENCE:
Proficient managing, querying, and statistical reporting
Exceptional interpersonal and leadership skills
Ability to work with, and influence, all levels of management
Excellent written and verbal communication skills
Customer service oriented
Energetic and have an excellent work ethic
Desire and ability to quickly learn and apply new concepts
PHYSICAL REQUIREMENTS:
Ability to sit and work on a computer, looking at a monitor for extended periods of time.
Availability to work more than 40 hours a week including nights and weekends with little to no advance notice.
Flexibility to cover changing work schedules as needed.
Ability to repeatedly bend, stoop, reach, climb stairs, push and pull.
Ability to perform essential functions with or without accommodation.
EDUCATION:
Bachelor’s degree or equivalent experience and minimum 8 years prior relevant experience
Equal Opportunity Employer/Protected Veterans/Individuals with Disabilities
The contractor will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the contractor’s legal duty to furnish information. 41 CFR 60-1.35(c)