Manager IT Employee Experience (Onsite)

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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People - and the love their actions inspire - are what drive us. We're not only proud of the love we inspire outside our walls, we're especially proud of the diversity, inclusion and equity we're inspiring inside. There are dynamic career paths awaiting you - rewarding opportunities to impact the lives of others and inspire love. Join us!

Manager, IT Employee Experience

Location:Coppell, TX (Onsite M - F)

POSITION SUMMARY:

The Manager is responsible for the overall direction, planning, and staffing of their team. The Manager collaborates closely with other teams within Signet to accomplish the business' needs and strategy. A main focus of this role is to enhance the employee and contractor onboarding process. The Manager is also responsible for maintaining fully functional conference rooms, testing regularly, and enhancing capabilities whenever possible.

RESPONSIBILITIES:

Leadership/Management

• Manage and lead a high performing team and deliver performance feedback, coaching and mentoring.
• Encourage teamwork at all levels and cross-functionally.
• Maintain and develop staff by orienting, and training employees; develop personal growth opportunities.
• Grow and maintain relationships with business leaders and customers at all levels in the organization, with focus on the Senior Leadership Team and their Executive Assistants.
• Maintain quality of service by establishing and enforcing team standards.
• Actively manage and maintain effective working relationships with all related vendors.
• Extreme confidence and comfort in dealing with VIPs and C-level executives.

Implementation

• Serve as technical point of escalation in one or more of managed technologies.
• Maintain organization's effectiveness and efficiency by defining, delivering, and supporting strategic plans for implementing technologies.
• Complete projects by coordinating resources and timelines with various departments.
• Manage support activities to ensure that service level agreements are met or exceeded.
• Ensure that the health and efficiency of Signet's technical assets are maintained and continually improved.
• Identify, evaluate, and collaborate with stakeholders regarding opportunities for improvement and provide constructive suggestions for change.
• Identify and alert management of problems that will impact progress on projects and other activities.
• Oversee all Platinum Support activities, ensuring that proactive approaches are used, when possible, team is reacting with a sense of urgency to all requests for technology support, issues are addressed in a timely manner and establishing 24/7 on-call support coverage through the team.
• Responsible for onboarding and offboarding IT processes for corporate team members and implementation of continuous improvement activities.
• Transform conference room technology to improve usability and Team Member meeting experience.
• Establish proactive maintenance and testing protocols for conference room technologies in Support Centers
• Maintain records of maintenance, repair, and distribution of conference room equipment
• Contribute to improving customer support by actively responding to queries and handling complaints.
• Follow up with customers to identify areas of improvement.
• Ensure proper logging, tracking and resolution of all helpdesk incidents and requests.
• Identifies and gathers key metrics to analyze the team and individual performance and identify problem areas.

Strategy & Planning

• Recommend information technology strategies for business growth, system performance, security, and other system enhancements by maximizing functionality of existing technologies and providing recommendations for upgrades as needed.
• Proactively research ways to improve efficiency through process improvement and automation, thus increasing productivity and ease of use for internal customers.

POSITION QUALIFICATIONS:

• Bachelor's degree, or equivalent experience is preferred
• 5+ years of experience in related field
• 2+ years of leadership/management experience
• 2+ years of audio/visual technical knowledge and support in a corporate environment

BENEFITS & PERKS:

• Competitive healthcare, dental & vision insurance
• 401(k) matching after one year of employment
• Generous time off + company holidays
• Merchandise discount
• Learning & Development programs
• Much more!