Good American is the first fully inclusive fashion brand that celebrates all dimensions of female power. Offering quality, style, and substance in every size — 00-32, we are committed to challenging industry norms by empowering all women to feel sexy and confident no matter their size or shape. The brand was launched in October 2016, by Emma Grede and Khloé Kardashian, to empower all women to celebrate their bodies with confidence by offering high-quality designs in all sizes. What started as the largest denim launch in history, has evolved into an iconic and inclusive fashion line of denim, ready-to-wear, swim, shoes and activewear.As Sr. IT Specialist, you will be responsible for overseeing and managing the daily operations of the IT support team. Your primary role will be to ensure the efficient and effective delivery of technical support services to end users within the organization. You will also be involved in setting up and maintaining help desk systems, providing technical guidance to the team, and ensuring that customer service standards are met.Key Responsibilities:Team Management:- Directly manage and lead the help desk team, including hiring, training, and performance management.- Allocate resources and set schedules to ensure adequate coverage and timely support for end users.- Foster a positive and collaborative team environment, encouraging professional growth and development.Help Desk Operations:- Oversee the day-to-day operations of the help desk, ensuring that service requests and incidents are resolved in a timely manner.- Assist with requests as needed- Develop and implement standard operating procedures (SOPs) for the help desk team to follow.- Monitor help desk performance metrics and implement improvements to enhance efficiency and customer satisfaction. Technical Support:- Provide technical guidance and escalation support for complex issues, serving as a point of contact for the team.- Stay up-to-date with industry best practices and emerging technologies to ensure that the team has the necessary skills and knowledge. Systems and Tools Management:- Manage the implementation and maintenance of help desk software, ticketing systems, MDM solutions, and other tools to facilitate support activities.- Ensure the smooth functioning and optimization of support-related systems and technologies.- Research alternate platforms to optimize the team and customer experiences, and/or to automate manual tasks- Refine MDM solutions and configurations to automate the management of end user devices Customer Service and Communication:- Collaborate with other IT teams and departments to ensure seamless communication and resolution of technical issues.- Monitor customer feedback and implement strategies to enhance customer satisfaction and service quality. Reporting and Analysis:- Generate regular reports on help desk performance, including key metrics such as response time, resolution time, and customer feedback.- Analyze data to identify trends, areas for improvement, and potential training needs for the team.Security- Assess current security tools, policies, and procedures - Regularly monitor for security incidents- Review and enforce hardening standardsSkills and Qualifications:Bachelor’s degree in Information Technology, Computer Science, or related field.Proven experience in a help desk or technical support role, with at least 3 years in a managerial or supervisory capacity.Strong leadership and people management skills, with the ability to motivate and guide a team.Excellent communication and interpersonal abilities, with a focus on customer service.In-depth knowledge of help desk software, ticketing systems, and remote support tools.Familiarity with ITIL best practices and service management principles.Analytical mindset with the ability to interpret data and make data-driven decisions.Expert user of both Windows 10/11 and Mac OSExpert admin user of Office 365, ZoomExperience supporting 10+ retail store locations (remote management of POS, network, etc)Experience with MDM solutions (Intune, Mosyle, JAMF, etc)Please note that this role requires to be onsite four days a week. Good American participate in company-wide initiatives to advance social and environmental performance, such as sustainability training, DEI training, volunteering, or participation in internal committees.WE ARE B CORP CERTIFIED!!!As our business has grown so has our responsibility to our community, our planet and our business. Being B Corp certified means we will continue to put people and planet up there with profit. Apply for this job