Manager, Infrastructure, Security & Help Desk

Company Overview

Mitchell Gold + Bob Williams is a fast-growing, industry-leading brand that is known for classic modern furnishings with great comfort and style, as well as a commitment to equality, environmental responsibility, and educatio­n. Since our start in 1989, we’ve created a culture of respect, equality, and a commitment to helping employees reach their potential and lead more comfortable lives.

Job Title

IT Help Desk Manager

Reports To

CTO or Director of IT

Effective Date

6/26/2023

LOCATION:

Home Office – Taylorsville

Position Type

Salary

Job Summary

The IT Help Desk Manager will be responsible for supporting the various IT infrastructure components of a business with manufacturing, retail and wholesale environments. This includes computer hardware, software, printers, phone systems, networking, security systems, retail traffic counting systems, and providing end user support. This role will be based at one of our corporate offices in North Carolina, with a primary focus on assisting our retail, wholesale, and manufacturing operations with their technology needs and ensuring effective support for end users.

Qualifications

Qualifications:

The ideal candidate will have a strong sense of customer service, as well as, a proven background supporting an organization utilizing Microsoft and Cisco based software and tools.

• Basic Networking (LANs, WANs, PCs, etc.)
• 5+ years of experience supporting users in a Help Desk environment
• Knowledge of Cisco & Meraki Network devices
• Must possess the ability to communicate well with all levels of the organization using excellent written and verbal skills
• 2+ years management of end user service desk
• Familiar with Network Infrastructure Cabling Standards
• Azure AD
• Printers
• MS O365
• Experience supporting the various components of an IT Infrastructure as follows:
• Laptop/Desktop Hardware and Software
• Self-motivated and deadline driven with an overall willingness to learn and adapt to new challenges
• Retail Traffic Counting Systems
• CCTV systems
• VOIP Phones (Spectrum)
• Sound Systems

Preferred Skills

• Experience with ticketing systems (Service Now system experience a bonus)
• Experience with Mac operating systems, a plus
• Knowledge of the Storis Point of Sale and/or Microsoft Exchange platforms, a plus
• Associates Degree in Information Technology or equivalent experience
• PC A+, Network+ and Cisco CCNA certifications a plus

Responsibilities

• Install software on company laptops, PCs and servers.
• Manage software and hardware vendor relationships and activities.
• Provide PC troubleshooting and support to all MG+BW employees.
• Set up and maintain users and their security via Microsoft Active Directory.
• Provide desktop support within Microsoft Office environment.
• Performs other duties as assigned.
• Occasional travel may be required.
• Identify problem areas and assist in developing new processes to improve the overall work flow, efficiency and forward thinking needed to achieve company goals.
• Complete Windows OS support and installations.
• Manage the Service Desk/Help Desk.

Supervisory Responsibilities

• Performs other related duties as assigned.
• Manage, lead and motivate the service/help desk team in order provide quality support services to cross functional teams.
• Prioritize work and initiatives of service/help desk team
• Handles discipline and termination of employees in accordance with company policy.
• Recruits, interviews, hires, and trains new staff.
• Oversees the daily workflow of the department.
• Provides constructive and timely performance evaluations.

Benefits

We offer a wide range of career opportunities with excellent benefits. Above all, we're looking for passionate, talented, hard-working, team players overall nice people to help us build this brand we love.

• Onsite child care, wellness clinic, gym and café
• Competitive salary
• 401k
• Option to participate in company health (medical, dental) insurance plans as well as supplemental insurance
• Promote work/life balance including paid time off and paid holidays

We do not discriminate in employment opportunities or practices on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, pregnancy, military status, or any other characteristic protected by law.