Proven ability to set priorities and manage multiple projects at once based on criticality, urgency, and alignment to the business.

Acts as a technical lead directing work for others, determining and prioritizing Client and Collaboration priorities, and plans long-term projects for execution.

Experience SME for enterprise intranet

Excellent communication skills, including the ability to interact with all levels of the business.

Comfortable presenting ideas and solutions in non-technical, business-friendly terms to a wide range of technical and non-technical audiences.

Experience utilizing Google Apps Manager (GAM) or other command-line tools to manipulate a Google GSuite environment for an enterprise organization

Subject matter expert (SME) of one or more critical enterprise collaboration service such as Google GSuite or Office 365

Actively research, evaluate and drive next-generation collaboration technologies and solutions to solve customer needs

Acts as the subject matter expert (SME) when required for architecture and planning meetings with the business groups.

Assesses technical gaps, problem/change analysis, and makes technical hardware and/or software changes to proactively prevent technical issues.

Provides guidance for Tier III troubleshooting (desktop, network, application layer, etc)

Ensures the Tech Desk staff uses the required tools and software to identify, document, track and resolve reported problems.

Plan, prioritize and schedule Tech Desk activities to ensure maximum issue resolutions in minimum time.

Analyze and manage workload and explore creative and strategic ways to maintain labor cost and ensure coverage during scheduled support hours of operation.

Designs and tracks goals for the department and manages staff to meet those goals.

Reviews and manages support metrics for the department and communicates them to the business units.

Monitors each staff members Key Performance Indicators to determine coaching opportunities and/or advancement opportunities.

Analyze help desk activities and develop tools and process improvements to optimize service and staff performance.

Collaborates with Project Managers for deployment strategies across all business disciplines.

Works with IT Leadership team to develop and review departmental finances and yearly budget plan

Maintains help desk software and makes recommendations for new systems when appropriate.

Motivates staff to achieve highest levels of customer service and guides team to world-class delivery levels.

Determines and tracks departmental goals and manages staff to meet those goals.

Ensures that project/department milestones/goals are met and adherence to approved budgets.

Responsibilities include interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; rewarding and discipline employees; addressing complaints and resolving problems.

Provide support for mobility, hardware, and software for all Finish Line, Finish Line @ Macy’s, and Running Specialty Group (RSG) users, both store and corporate.

Review of escalated complex software problems from Level 1 Staff, for proper resolution. Coordinate other internal IT personnel for resolution of companywide outages.

Assist in managing the day to day operation of the Support Operations by identifying issue priorities and allocating resources appropriately for efficiency and performance.

Ensure the follow up communication process with end users is completed in a timely manner and/or per Service Level Agreement based on priority.

Monitor email and phone queue’s to ensure the availability of resources.

Assist as needed on various support initiatives that may leverage an area of expertise.

Directly supervises employee(s). Responsibilities include training employees; planning, assigning, and directing work; appraising performance; rewarding and disciplining employees; hiring and firing of employees; addressing complaints and resolving problems.

Creates and manages written technical documentation and training material for Tech Desk procedures, vendor projects, and internal development changes.

Work with IT Support Services Manager to identify areas of improvement for all Tech Desk processes and training programs for support technicians.

Independently analyses complex issues, identifies problems, develops and implements effective solutions.

Determines proactive support approaches to reduce the need for tech desk assistance

Responsible for all C-Level executive support and confidential issues.

Administer, Maintain, and Troubleshoot User access in a variety of systems including, Active Directory, Microsoft Office, Network Shares, Manhattan Systems, ProAct and several others.

Administers the deployment and maintenance of users software and hardware systems.

Escalates, collaborates, and engages IT resources to resolve incidents in their respective areas.

Understands the use of all hardware technologies utilized by corporate, distribution center, and customer care users.

Develop and maintains Operating System images for Windows 7 and Mac OS X.

Stages, configure, and deploy all new and break/fix corporate computers and related hardware with the necessary software based on business requirements.

Maintain, troubleshoot, test, repair, and warranty corporate hardware including but not limited to: Windows and Apple Computers, displays, memory, peripherals, Thermal Printers, Laser Printers, etc.

Ensures that hardware is returned, tested and checked back into inventory.

Accountable for IT Hardware inventory items and ensuring items are billed to the correct cost center.

Develop Corporate Support knowledge base for processes, procedures, and new technologies.

Logs all incidents and requests into the tracking tool and ensure all relevant information and categories have been documented.

Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consummately professional attitude.

Provides recommendations for new corporate hardware.