Job Summary:

The System Support General Manager is responsible for overseeing the technical support operations within the distribution center. This role involves managing a team of IT support specialists, ensuring the efficient functioning of all technological systems, and maintaining high standards of customer service for internal stakeholders. The General Manager will also work closely with other departments to ensure seamless integration of IT systems with distribution operations.

Key Responsibilities:

Leadership and Management:

• Lead, mentor, and develop the IT support team, fostering a culture of excellence and continuous improvement.
• Oversee the daily operations of the system support department, ensuring timely and effective resolution of technical issues.
• Develop and implement policies and procedures to improve operational efficiency and customer satisfaction.

Technical Support:

• Ensure the availability and reliability of all IT systems, including hardware, software, and network infrastructure.
• Oversee the maintenance, troubleshooting, and repair of IT equipment within the distribution center.
• Implement and manage helpdesk support services, ensuring rapid response times and effective issue resolution.

Project Management:

• Lead IT projects related to system upgrades, new technology implementations, and process improvements.
• Coordinate with other departments to ensure IT projects align with overall business objectives and operational needs.
• Monitor project progress, manage resources, and ensure timely completion of deliverables.

Strategic Planning:

• Develop and implement IT strategies that support the company’s distribution goals and objectives.
• Stay abreast of industry trends and advancements, recommending new technologies that can enhance operational efficiency.
• Prepare and manage the IT department budget, ensuring cost-effective use of resources.

Compliance and Security:

• Ensure all IT systems comply with regulatory requirements and industry standards.
• Implement robust cybersecurity measures to protect company data and systems from threats.
• Conduct regular audits and risk assessments, addressing any vulnerabilities identified.

Collaboration and Communication:

• Serve as the primary point of contact for IT-related issues within the distribution center.
• Communicate effectively with senior management, providing updates on IT initiatives, performance metrics, and emerging issues.
• Foster strong relationships with external vendors and service providers.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field; Master’s degree preferred.
• 7 years of experience in IT support or system administration, with at least 3 years in a managerial role.
• Strong technical knowledge of hardware, software, network systems, and IT infrastructure.
• Proven experience in project management and strategic planning.
• Excellent leadership, communication, and interpersonal skills.
• Ability to work in a fast-paced, dynamic environment and manage multiple priorities.
• Industry certifications such as ITIL, PMP, or CISSP are a plus.

Working Conditions:

• Office and warehouse environment within a distribution center.
• May require occasional travel to other distribution centers or company locations.
• Availability for on-call support during critical incidents.