Description

This role will primarily be responsible for ensuring the IT Asset Management teams, including IT Logistics, Shipping & Receiving and Hardware Repairs, are maximizing their time spent working, focusing on productivity, efficiency and in quality control. Secondarily, you will also be called upon to meet directly with company IT contacts as well as decide whether the team has the bandwidth to take on additional projects or not as workload continually shifts. Maintaining good oversight over the team, where development paths created can be fruitful and beneficial to both the employee and lead.

Essential Duties

• Responsible for the recruitment, evaluation, professional development and retention of up to fifteen (15) hourly team members.
• Monitor performance metrics and prepare monthly reporting to the Technical Services Manager to identify trends and areas of improvement.
• Ensure accuracy of reporting used to disburse and distribute client(s) ticket submission requests for IT Asset Management teams, and daily tasks to ensure the customer requests queue is regularly maintained in a timely fashion, within SLA (Service Level Agreements).
• Commit to continuous improvement, including focus on identifying areas where procedures and processes can improve customer experience and leading the team to meet these goals
• Ability to travel between worksite locations as necessary.

• Manage employee time cards on a weekly basis to ensure timecard accuracy, including timecard approvals for payroll weeks.
• Define and monitor department KPI’s in partnership with the Technical Services Manager.
• Lead the design and oversee the execution of standards and operational processes for the IT Asset Management teams.
• Ensure team accurately tracks and performs bi-weekly inventory counts of all client(s) assets.
• Be the primary point of contact for client meetings, strategizing a plan of attack with the team to meet the client’s expectations.
• Collaborate daily with the internal sales team to determine any shifting needs of the client(s) and approve new provisioning requests made by the client.
• Manage asset risks and issues that may affect the client’s needs and end user productivity.
• Collaborate with the Technical Services Manager to assess, track, and manage staffing needs and levels to assure efficient workforce management.
• Act as the main point of escalation for the issues that are causing process efficiencies and work with cross department teams to resolve.
• Ensure that the IT Asset Management teams engage with vendors, customers, and team members with a positive attitude, aligning with the company’s core values.
• Attend and participate in quarterly company leadership meetings, collaborating on company initiatives and deliverables.
• Drive excellence in Health and Safety programs, ensuring a culture of a safe work environment by eliminating hazards and risks whenever possible.
• Engage with vendors, customers, and team members with a positive attitude, aligning with the company’s core values.
• Drive organizational excellence, ensuring a work culture of Diversity, Equity and Inclusion by living the company’s vision and core values.
• Perform other duties as assigned by leadership.

• 3 years experience in a management role, with direct supervisory experience
• 3 years experience in project management including planning and launch
• 2 years of experience in Customer Service or Customer Relations
• 2 years experience in ITAM (IT Asset Management)
• 1 years experience in Shipping & Receiving, international shipping experience a plus!
• Ability to perform well in a fast-paced environment.
• Ability to work independently and within a team.
• Attention to detail/detail oriented.
• Effective time management skills.
• Knowledge of Microsoft Office or Google Suite.
• Netsuite or applicable SaaS experience is a plus.
• Ability to lift, push, and pull up to 40lbs on a daily basis.