Manager, Workplace Services

enVista is the leading supply chain and enterprise consulting firm and the premier provider of supply chain technology & strategy services, material handling automation & robotics, Microsoft solutions and IT managed services. With 20+ years of unmatched domain expertise, enVista serves thousands of leading brands. enVista's unique ability to consult, implement and operate across supply chain, IT and enterprise technology solutions allows companies to leverage enVista as a trusted advisor across their enterprises.

Our associates are on the front lines of commerce, supply chain and technology - developing innovative solutions that improve profitability, reduce waste and positively impact the world. Through onboarding and training, employee awards & recognition, volunteer committees & affinity groups and mentoring, enVista hires and grows top talent. Together, we work, grow and lead our market as a high-impact organization.

The enVista Workplace Services technical tower Manager is responsible for overseeing the day-to-day operation of the Workplace Services Technical Tower. The primary role is to manage the tier 2 and 3 associates on the Workplace team and ensure that customers are receiving the appropriate assistance. When needed, this person will provide hands-on support to assist with coordinating workstation and system support tickets, including the monitoring, tracking, and coordination of technical tower functions. The Technical Tower Manager will be responsible for developing and maintaining IT operational metrics to ensure that business Service Level Agreements are met.

The Technical Tower Manager will leverage ITIL best practices in identification, prioritization, and resolution of end-user support incidents and requests; including the monitoring, tracking, and coordination of all Technical Tower functions and Service Delivery.

Primary Responsibilities:

• Understand and have the ability to execute the basic function of all members of the team
• Measure individual and team performance and recommends and implements improvements
• Handle customer interactions and customer calls
• Available to assist direct reports for major issues
• Maintain current knowledge of policies and principles
• Mentor or identify mentors for junior members of the team
• Review the day-to-day work of the group and provides course correction as necessary
• Perform workload management and re-prioritization of tasks based on customer and business needs
• Ability to communicate with and effectively collaborate with upper management, customers and co-workers
• Manage a technical team of skilled administrators and engineers with a global geographic presence of local and remote employees.
• Responsible for hiring and training of new team members
• Responsible for conducting performance reviews and regular one on ones
• Responsible for creating career progression plans with team members
• Approve and monitor employee timesheets, schedule adherence including but not limited to 24/7 coverage, and attendance according to policies.
• Understand and work within SLA's and KPIs to fulfill our Service Delivery obligations.
• Create and monitor dashboards that track individual and team performance metrics

Skills and Experience Needed:

• 3+ years IT and network operations management experience with direct reports. (Required)
• 5+ years technical experience across end user and IT infrastructure administration. (Required)
• 3+ years of demonstrated experience with resource management (Required)
• Experience using and managing Service Desk ticketing system. (Required)
• ITIL Foundations Certification or ability to obtain within 3 months of employment. (Required)
• Bachelor's Degree in IT field (Desired) or equivalent years of experience.
• Some project coordination skills. (Desired)
• Experience within an IT Security group (Desired)
• Work in a fast-paced environment with regularly shifting priorities.
• Collaborate across all levels and multiple departments within the organization.
• Excellent organization, time management and follow-up skills.
• Outstanding written and verbal communication skills.
• Position would preferably be based in the Indianapolis area, but we will also consider candidates within a 200 mile radius.
• if remote, periodic (not extensive) travel would be necessary

Benefits of Joining enVista:

• Competitive Compensation & Bonuses
• Medical, Dental & Vision Insurance
• Paid Time Off, Holidays & Volunteer Days
• Life Insurance, Short/Long Term Disability
• Paid Sabbatical Program
• 401k with Company Matching
• Flexible Work Opportunities
• Paid Sabbatical After Seven Years of Service
• Employee Referral Bonus

At enVista, diversity, equity & inclusion (DE&I) are part of our core values that we proactively foster and build upon. We are a 'learning' versus 'knowing' organization that values and welcomes diverse perspectives, ideas, beliefs and cultures as we aim to shape the technology, industries and world of the future.