Manager, Enterprise Technical Support

Job Description:

POSITION SUMMARY

The Manager of Enterprise Technical Support is a high-impact, customer-obsessed technology leader responsible for directing the multi-disciplinary operational support teams that keep our enterprise technology functioning. This role provides strategic and tactical oversight for four distinct vital support pillars: the Help Desk, the Network Operations Center (NOC), Field Services, and End Point Support.

As a champion of "fanatical support," this leader shifts the traditional IT support mindset into a world-class service delivery engine, ensuring users experience seamless, empathetic, and rapid resolution to their technology challenges. Versed in the technology support frameworks (e.g., ITIL), the Manager will instill a culture of accountability, service, operational metrics, and technical excellence across diverse support modalities-from phone-based triage to hands-on hardware remediation and proactive infrastructure monitoring. A relentless focus on customer-centric leadership, incident reduction, process maturity, and building highly collaborative, cross-functional teams is paramount to succeeding in this role.

PRIMARY RESPONSIBILITIES & FUNCTIONS

40% -Customer-Centric Leadership, Coaching & High Performance Accountability

• Lead, mentor, and inspire a diverse, multi-tiered support organization, fostering a culture of profound customer empathy and absolute commitment to world class customer service (WCCS).

• Actively build and cultivate customer-service-oriented teams; recruit top tier technical talent who possess a passion for helping others and excellent communication skills.

• Define explicit, objective performance standards and metrics (e.g., CSAT, First Contact Resolution, SLA compliance) for individuals and teams.

• Conduct regular 1-on-1 coaching sessions, career progression planning, and rigorous performance management reviews to maintain a high-performance bar.

• Build a highly resilient support structure by designing cross-training strategies across Help Desk, NOC, Field Services, and End Point teams to eliminate silos.

• Be a change agent that is the constant voice for our customers and the consumers of our technology. Be vocal, proactive and tenacious.

25% -Product Execution, Agile Delivery & Driving Results

• Serve as the owner for the end-to-end IT support ecosystem, ensuring high availability, continuous delivery, and operational excellence.

• Help Desk: Ensure efficient tier-1 triage, rapid ticket processing, and robust knowledge-base utilization.

• Network Operations Center (NOC): Oversee 24/7/365 infrastructure monitoring, event correlation, and critical alert response to minimize system downtime. Remove surprises and ensure healthy monitoring of the technical ecosystem.

• Field Services: Coordinate dispatch and hands-on site support for physical hardware deployment, maintenance, and facility expansions.

• End Point Support: Standardize enterprise device management (laptops, mobile, peripherals) ensuring rapid fulfillment and professional, customer-centric, hands-on support.

20% -Strategic Business Partnerships & Vendor Relations

• Build collaborative, trust-based partnerships with key stakeholders, acting as a strategic consultant who deeply understands their unique operational pain points and requirements.

• Actively own and communicate a 2-3 year roadmap, aligning the support services with enterprise-wide growth and capabilities including hardware and support lifecycle, aligning equipment refreshes and tool investments for enterprise-wide growth.

• Monitor industry trends, SaaS developments, and emerging technologies (including automation and AI opportunities within our solution footprint) to advise business partners on continuous improvement strategies.

• Manage relationships with external hardware, software, and managed service provider (MSP) vendors, ensuring strict adherence to contractual SLAs and cost-efficiency.

• Establish, monitor, and report out weekly and monthly operational health metrics to stakeholders, peer teams and leadership.

• Partner with cybersecurity and platform infrastructure teams to guarantee that all end-point devices, patch management routines, and NOC alert thresholds adhere to rigid enterprise security and compliance standards.

15% -Process Maturity & Incident Command

• Champion and enforce standardized frameworks (e.g., ITIL) across the enterprise, specifically maturing Incident, Request, Problem, and Change Management disciplines.

• Ensure rigorous post-incident reviews (PIRs) happen along with root-cause analysis (RCA) that translate into proactive problem-management backlogs, driving down systemic ticket volumes.

• Lead the strategic vision and roadmap for enterprise support budget planning, aligning long-term financial targets with operational objectives.

• Maintain rigorous stewardship over financial portfolios, driving execution accountability to ensure total alignment with established corporate economic goals.

MINIMUM EDUCATION & SKILLS REQUIRED

Educational / Experience Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a closely related technical field (or equivalent practical technical management experience).

• 6+ years of progressive professional experience managing technical support operations within a medium-to-large scale enterprise environment.

• Proven track record of concurrently leading multiple diverse support teams (e.g., managing both localized desk-side technicians and remote/shift-based monitoring operators).

• ITIL v3 or v4 Foundation certification is preferred; Higher-level ITIL certifications (Managing Professional / Strategic Leader) are highly desirable.

• Must be a support champion and possess a true passion for enterprise support. It is required to have a fundamental belief that WCCS can make a difference in how a company operates and performs.

Required Technical Skills / Knowledge

• Advanced proficiency in leading modern ITSM ticketing suites (e.g., ServiceNow, Jira Service Management, Freshservice) and how to leverage those systems to meet enterprise support needs.

• Advanced understanding of the various technology support mechanisms and when and how to use them to support a widely distributed enterprise. This includes chat, telecom, self-service, automated/scripted, AI, and other support mechanisms.

• Strong understanding of enterprise support platforms, endpoint architectures, automated software distribution, and mobile device management tools (e.g., Microsoft Intune, Jamf).

• Familiarity with centralized monitoring, logging, and infrastructure alerting tools (e.g., Datadog, SolarWinds, Splunk).

• Infrastructure Literacy with a strong understanding of fundamental networking topologies (LAN/WAN, SD-WAN, switches, firewalls, network cabling) to properly guide escalations and ensure standards are being met.

• Advanced understanding of desktop and mobile technologies, collaboration tools, and a high degree of AI proficiency.

General Knowledge and Abilities

• Fanatical Advocacy with exceptional emotional intelligence (EQ) and a natural "enablement" mindset, with a demonstrated ability to transform high-stress user frustrations into positive customer interactions.

• Executive Presentation with strong communication skills with the capability to translate complex technical outages and root causes into concise, business-impact summaries for non-technical leadership.

• Remains calm, clear-headed, and structured during critical system outages or high-velocity deployment cycles.

• Results-Oriented Execution with a strong bias for action and delivery. The ability to drive technical execution, set clear team velocity expectations, and hold developers and analysts accountable for high-quality, timely deliverables.

• Superior analytical and decision-making skills; demonstrated learning agility to master emerging system capabilities and map them to strategic business objectives.

• Exceptional verbal and written communication skills. The ability to present complex technical topics (like data integrations or system dependencies) in a clear, relatable manner to business partners and financial auditors.

• Actively behave in accordance with Les Schwab's core values. This role requires a customer-centric mindset as a mandatory behavioral expectation, ensuring the entire team treats internal business stakeholders as true strategic partners and valued customers.

• Collaborative team member with exceptional interpersonal skills with a proven track record of establishing cooperative, high-performing relationships across organizational departments and boundaries.

Physical Requirements

Primarily desk position; regularly required to sit, occasionally required to stand and walk. Requires frequent and repetitive use of hands and fingers to operate computer, mouse, keyboard, and office-related equipment and the ability to reach with hands and arms. This position requires lifting no more than 10 pounds. Specific vision abilities required by this job include close visual acuity and the ability to adjust focus. Requires the ability to communicate verbally and exchange information by phone and in person.

Work Environment

Office, non-manual work; the worker is not substantially exposed to adverse environmental conditions. The worker must be available when urgent issues arise that require their coordination or escalation (e.g., payroll processing failures, system outages during a financial close). Urgent-availability needs are rare, but the worker is expected to comply when they occur. This may include performing work outside of regular hours and/or supporting teams performing off-hours work by checking in remotely and/or in person as necessary.

This job description is not all-inclusive and is subject to change. Additional duties and tasks may be assigned, as necessary. Employment remains "AT WILL" at all times.