Hybrid Regional IT Manager

at Wella Company

• Job title: Regional IT Manager
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: $110,000 - $145,000 per year
• Degree requirement: Bachelor's Degree
• Tech skills: ITSM, ServiceNow
• Location requirements: Hybrid, New York City, United States

About the role

• Regional IT Manager managing IT service delivery and technical support for North America. Leading IT initiatives and collaborating with executive teams to enhance employee experiences.

Responsibilities

• IT Service Delivery Single Point of Contact across 3 US & Canada offices as well as a number of smaller consumer facing Wella Studios
• Single point of contact for C-Suite Executive team support based in NY Head Office
• Management of NA IT budget and 3 resources
• Resolve IT service incidents & requests in a timely manner
• Provide technical assistance across NA Region for all services covered within Workplace Services, namely: Modern Workplace, Collaboration Technology, End User Computing, Service Desk, Local IT Site Support, Hands & Eyes (VC Rooms, Wifi/Networking, Comms Rooms….)
• C-Suite VIP Support
• Mobiles & Telephony
• Printing
• Installing and configuring computer hardware, software, systems, networks, printers, and scanners
• Running IT project “last mile” project activity as a local presence and extension of the wider Global IT team (e.g. Hardware refresh, Office renovation / moves.

Requirements

• Strong Customer service skills working with users who may not be digitally aware
• Experience working in a day-to-day basis with C-Suite and their Executive Assistants on technical support matters directly in person as well as remotely.
• Organised when it comes to managing and prioritising technical activities
• Effective communication skills with end users when global messages need to be cascaded locally to the region & sites.
• Deep understanding of Microsoft Office 365 Suite
• Previous working experience in IT management for 5-10 years
• Remotely managing teams of 5 or more staff in technical support roles.
• Degree in Computer Science or Management Information Systems
• Previous experience in supporting and troubleshooting Lenova / Dell hardware, Macbooks, iPhone and iPads required.
• In depth knowledge of Windows, Mac OS, Microsoft Office 365, AD, and other desktop related technologies.
• ITSM tools (ServiceNow or similar)
• Ability to problem solve and make design decisions based on analytics.
• Experience working in a team that is part of a larger global IT organization with peers located across multiple time-zones who you need to collaborate with on a daily basis
• Working with outsourced service providers to delivery end user support services smoothly and seamlessly.

Benefits

• health insurance
• life and disability insurance
• 401(k) retirement plan
• paid holidays
• paid time off (PTO)