9. Seeking Manager, Support Services in Englewood,
CO - Sports Authorit
Posted by: "Natalie Berman" nberman@thesportsauthority.com berman_neast
Date: Tue Jul 17, 2007 12:21 pm ((PDT))
Sports Authority's Corporate Headquarters is seeking a Manager for our Support Services group (Help Desk).
PLEASE SEND QUALIFIED RESUMES TO nberman@thesportsauthority.com OR APPLY ONLINE AT www.sportsauthority.com
Please include salary expectations for consideration.
MANAGEMENT & REPORTING STRUCTURE:
The Manager Support Services will report to the
Director Support
Services.
POSITION PURPOSE:
This position will have responsibility for
management of all areas of
first level support for hardware/software platforms
supported by IS and
assist with Sports Authority's security
administration.
PRIMARY RESPONSIBILITIES:
*Sets and communicates clear department goals and
objectives with entire
subordinate team holding each Associate accountable
to individual
expectations.
*Establishes operational objectives and work plans,
and delegates
assignments to Associates.
*Provides guidance and manages the day-to-day
development of each
Associate including effective on-boarding and on the
job training.
*Participates and completes the performance
management and the
individual development planning process annually
including a mid year
review.
> *Provides ongoing coaching and feedback to
> associates throughout the
> performance management cycle.
>
> *Communicates and documents opportunities for
> development with specific
> examples and action items.
>
> *Establishes and ensure adherence to budgets,
> schedules, work plans and
> performance requirements.
>
> *Identifies department's skill gaps and staffing
> needs using accepted
> industry methodologies and standards.
>
> *Responsible for the hiring and firing of
> associates.
>
> *Partners with HR Manager to develop job
> descriptions for new positions.
>
>
> *Participates in the screening and interview process
> as well as the
> negotiation and closing of offers.
>
> *Assist with security administration procedures in
> compliance with
> corporate policies.
>
> *Ensure all assigned service level agreements are
> achieved.
>
> *Provide support and issue resolution for Support
> Services
> Representatives and Security Administrators.
>
> *Establish and implement procedures to effectively
> improve services
> provided to the organization.
>
> *Oversee implementation of security administration
> policies and
> controls. *Provide actionable reporting to
> management related to
> individual/department performance.
>
> *Oversee quality assurance/customer satisfaction
> processes related to
> all service and security requests.
>
> *Manage activities associated with resolving
> problems, analyze results,
> determine corrective actions and report results to
> leadership and/or
> customers.
>
> *Manage vendor relationships related to
> service/support agreements.
>
> *Review existing vendor relationships and make
> recommendations as well
> as implement changes to reduce costs and/or improve
> services to
> organization.
>
> PROFESSIONAL QUALIFICATIONS:
>
> *Bachelor's degree in technical discipline or
> equivalent relevant
> experience.
>
> *5 plus years experience in helpdesk or call center
> environment.
>
> *2 plus years experience in security administration
> helpful.
>
> *Demonstrated ability to implement standard
> processes.
>
> *Significant focus on customer service required.
>
> *Strong team building skills required.
>
> *Knowledge of industry standards and best practices
> related to call
> centers.
>
> *ITIL Foundation Certification a plus. Must be
> familiar with ITIL
> Service Desk, Incident, and Problem Management
> processes.
>
> *Ability to analyze problems in situations where the
> symptoms are not of
> a standard or familiar nature, therefore requiring
> independent thought
> and logical trouble shooting methods.
>
> *Ability to solve a wide range of highly complex,
> multi-disciplinary
> problems which must consider long-term company-wide
> planning.
>
> *Ability to compose major reports, policy and
> procedure manuals,
> proposals and brochures.
>
> *Ability to deliver informational speeches, reports,
> and orientations
> before audiences and groups that include internal
> associates and
> external customers.
>
> *Ability to improve existing systems or procedures
> which periodically
> result in new ideas or approaches of considerable
> significance.
>
> *Excellent communication skills to work with all
> levels of staff and
> management.
>
> *Ability to work flexible hours as required to meet
> business demands.
>
> BUDGET RESPONSIBILITY: Responsible for controlling
> expenses within
> department.
>
> We are proud to be an EEO/AA employer M/F/D/V. We
> maintain a drug-free
> workplace and perform pre-employment substance abuse
> testing.
>
>
>
>
>
> Natalie Berman
> Executive Recruiter
> THE SPORTS AUTHORITY
> 1050 W. Hampden Avenue
> Englewood, CO 80110
> (720) 475-3497 e-fx
>
> http://www.linkedin.com/in/natalieberman
