Technical Support Manager

Location:

Needham, MA

Job Advert Description

The Technical Support Manager will be responsible for overseeing the efficient and effective delivery of 1st and 2nd line IT support to our corporate staff to ensure a seamless user experience. This role presents a fantastic opportunity for a skilled technical leader to shape our IT support in our US region and cultivate a small but high-performing onsite team. All with the overall objective of a simple, consolidated, cost effective and manageable security infrastructure estate.

What You'll Be Doing:

• Service Delivery:

• Actively and personally participate in and oversee the prompt and accurate resolution of IT support requests, including password resets, printer issues, and bespoke legacy applications.

• Personally manage complex technical issues, coordinating with internal teams or external vendors to ensure timely resolution.

• Ensure high levels of user satisfaction through direct interaction and problem-solving.

• Vendor Management:

• Manage relationships with local IT vendors, negotiating contracts and ensuring services meet agreed SLAs.

• Evaluate and optimise vendor performance, ensuring cost-effective and reliable IT solutions.

• Team Leadership & Development:

• Lead and mentor IT support in region, ensuring they are motivated and well-equipped to handle 1st and 2nd line support tasks.

• Implement training programs and performance management processes to enhance team capabilities and service quality.

• Performance Monitoring & Reporting:

• Develop and track key performance indicators (KPIs) to measure Helpdesk efficiency, including resolution rates and user satisfaction.

• Generate regular reports on IT service delivery and identify areas for improvement.

• Process Improvement:

• Continuously evaluate and improve IT support processes to enhance efficiency and effectiveness.

• Develop and maintain a comprehensive knowledge base to facilitate quicker problem resolution and self-service options.

• Collaboration & Stakeholder Engagement:

• Work closely with internal departments to understand their IT needs and ensure seamless support.

• Participate in meetings to provide insights and updates on IT service delivery.

• Provide input into the design of new or improvements to existing services to ensure that mitigation and contingency plans are appropriately addressed before implementation and transition into support.

• Work seamless as part of a wider Global Technology unit in a cross-matrix leadership model.

• Other:

• Engage in any other appropriate duties as delegated by line manager.

• Demonstrating the Clarks behaviours through how work is delivered.

• Following our Business Code of Conduct and always acting with integrity and due diligence.

What You'll Bring With You:

• A strong technical background that will facilitate the support of an array of applications ranging from modern tool such as O365 and bespoke or legacy applications.

• Thorough knowledge of technology tooling, processes, and practices, with emphasis on Incident and Request management.

• Strong verbal and written communication skills. Ability to understand business requirements and how they translate into technology needs.

• Proven history in partnering with key business stakeholders.

• Ability to work in a complex, time critical and constantly evolving environment.

• Proven track record in successfully managing IT services within the Technology space.

• Understanding of the retail organisations.

• Experience working within US market.

• An understanding of complex IT environments.

• Strong technical knowledge of end user compute services, but also a solid understanding of how to troubleshoot wider technical issues, with support from internal teams or vendors.

• Demonstrate collaboration, service excellence, ownership of customer issues ad as culture of continuous improvement.

About Clarks

Clarks, based in Somerset, England, has been at the forefront of innovative shoemaking since its foundation in 1825, when brothers James and Cyrus Clark made a slipper from sheepskin off-cuts. At the time it was ground-breaking: a combination of invention and craftsmanship that has remained at the heart of what the brand does now. In the Clarks archive of more than 22,000 pairs are shoes that have sparked revolutions and defined generations. From the original Clarks Desert Boot, first designed by Nathan Clark and launched in 1950, to the iconic Wallabee, each design has an instantly recognizable signature that makes it unmistakably Clarks.

This season, we’re proud to introduce the Clarks Collective: five incredible activists championing authentic social change. From mental health awareness and LGBTQ+ rights to greater racial equality, these trailblazers are committed to creating a brighter future for us all – bringing to life Clarks’ new global campaign, For the World Ahead. Through spotlighting their stories and supporting their chosen charities and initiatives, we’re ready to lead the way. After all, we’re originators, not imitators. It’s who we are, who we’ve always been. And to change the world of tomorrow, we’re doing things differently today.

As a global employer, Clarks is committed to embracing diversity throughout our workforce by creating an inclusive environment that reflects the many cultures and locations where we work. We strive to create a productive environment which everyone has an equal chance to succeed at all levels through the organization. We will not discriminate on the basis of sex, age ,disability, marital status, color, race, religion, ethnic origin, sexual orientation or gender re-assignment’, complying with local legislative requirements.