IT Support Manager
WHO WE ARE
Nogin is an innovative e-commerce managed services company that provides a unique end-to-end solution to create or enhance both D2C and B2B digital channels. Our assortment of services includes advanced analytical elements, optimized site development, digital-focused creative services, online marketing, customer service, and fulfillment among other services that ensure our client’s success. While we focus on our technology as “core”, we provide high-performance enabling services to ensure our client’s short- and long-term success.
THE ROLE
Being on our IT team at Nogin means more than being a technology expert. It also means being passionate about service to others. The IT support team is responsible for digital health and upkeep of all of Nogin’s systems, ensuring that we have the best tools and equipment for high productivity. We are the first line of support for all employees and are experts in all areas of technology.
Nogin is searching for a smart, motivated, customer-centric team member to take on the role of IT Support Manager to provide exceptional on-site support for our departments and partners throughout the US. The position will focus on device, software, and access management and will be based out of our Pittsburgh, PA location.
This position will manage and maintain support services at our offices. The role will assume collateral duties pertaining to our technology deployment, including hardware/software deployment and asset storage and recovery logistics, as well as act as tier 1 support for all departments remotely or in person.
WHAT YOU’LL DO
- Manages and supports as the first line for our IT team.
- Communicates with clients and provides remote & phone support, if required
- Ensures customer service is timely and accurate daily
- Troubleshoots and resolves technical issues.
- Establishes best practices through the entire technical support process
- Follows up with customers to identify areas of improvement
- Manages escalations and ensures any issues are resolved in a timely manner
- Makes recommendations to improve operational efficiency.
- Develops daily, weekly and monthly reports on help desk team’s productivity
- Provides customer feedback to the appropriate internal teams
WHO YOU ARE
- Ability to read customers and make great judgment calls
- Patience and a desire to provide world-class customer service
- Flexible and inclusive interpersonal and communication skills
- Provide thoughtful recommendations and the ability to share a differing perspective to challenge the status quo
- Ability to utilize root cause analysis to identify problems from symptoms and implement solutions inclusively with team and business partners
- Strategic technical and business thinking, taking calculated risks, and able to pivot quickly
- Resilient in learning from mistakes and applying lessons quickly to new situations
- Skilled in discerning between the need for leading and following, great self-awareness in strengths and weaknesses
- Experience in technical facility management, fulfillment centers
- Intimate knowledge of troubleshooting general IT, Network infrastructure, AV systems
- Familiarity in asset tracking, management, and deployment
- Proven ability to work independently with minimal supervision; must be a self-motivated self-starter that can initiate and execute ideas
- Reliability and consistency
- Excellent interpersonal and communication skills
- Ability to learn new technologies quickly and with minimal guidance
- Thrives on technical challenges and takes pride in solving them
- Strategic thinking both technically and business-wise
- Strong ability to dive into the unknown and create clarity amidst chaos
- Flexible amid an ever-changing and growing environment
- Capable of following and composing process and procedure documentation, training users in complex topics, and interacting positively with upper management
WHAT YOU NEED TO SUCCEED
Software experiences:
- Windows Desktop & Server (current)
- Mac OS (Current)
- Mobile: Android, and iOS preferred
Additional:
- Atlassian
- Mobile Device Management (Meraki, Solarwinds, Jumpcloud preferred)
- Google Suite, Microsoft or other directory services
- AWS experience a plus
- Networking experience a plus
WHAT WE OFFER
- Health/Benefits: Full suite of benefits including Medical, Dental, Visual, Life, Paid Vacation, and 401(k).
- Training: Excellent opportunities for ongoing education on the latest tools, best practices, and technologies.
- Work/Life Balance: We promote a healthy work/life balance and have created a flexible work environment to accommodate people’s needs.
Nogin is an equal-opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
*While we encourage you to explore the job opportunities at Nogin, we also urge you to be cautious and wary of recruitment scams.