Headquartered in Jersey City, NJ, Neptune Retail Solutions is the nation’s premier retail marketing services company. We are experts at influencing buying behaviors through disruptive, innovative, and results-oriented solutions, including in-store, home-delivered, and digital media tactics. Our powerful advertising and promotional programs are supported through rich data and insights. The country’s largest consumer packaged goods manufacturers rely on NRS for unparalleled consumer reach and engagement.

NRS’s digital portfolio is making its mark on the industry. NRS digital products include Checkout 51, Freedom Platform, digital media tools/services (digital display, premium mobile, social, email, DOOH, and digital in-store). We continue to strengthen these existing tactics while expanding our product offerings, partnerships, and capabilities. We offer unique and data-led strategies for our clients to reach their most valuable shoppers. Our products continue to evolve to include best-in-class methods to deliver engaging content at the most impactful time in the most relevant geographies.

POSITION SUMMARYThe IT Manager is responsible for leading the IT Service Desk team to ensure optimum service delivery, resulting in maximum productivity and client satisfaction. The team is responsible for IT asset management (configuration, deployment of IT devices, accessories, etc.), service desk (incident and problem management) and partnering with the Infrastructure and InfoSec teams on IT device patch/upgrade management. In addition, this role will develop and implement service procedures and provide top-tier support to the onsite executive team. The IT Manager reports to the VP, Infrastructure and Service Desk and will manage a team of 5 IT professionals.

POSITION RESPONSIBILITIES

• Partner with IT Infrastructure, InfoSec and Application teams to deliver against business requirements, working proactively to ensure the End User Technology team is prepared to support the organization.
• Monitor service tickets to ensure timely resolution of system enhancements and defects; identify opportunities to improve user satisfaction.
• Research reported system issues and provide recommendations for replacing or improving ineffective, while partnering with the VP of Infrastructure and Service Desk to improve IT Technology.
• Consistently monitor and evaluate processes, configurations, etc., and provide recommendations for improvement.
• Develop and implement service standards and procedures.
• Supervise the daily operations of the End User Technology team.
• Maintain customer relationships and improve response and delivery times.
• Update service methods to improve overall efficiency.
• Resolve any service problems and customer complaints.
• Conduct periodic appraisals of team members and identify areas for improvement.
• Generate, maintain and present reports (i.e. Service Desk KPIs) to senior management on a regular basis.
• Develop internal talent through coaching and mentoring.
• Served as system administrator on various Service Desk related applications/tools
  (i.e. ServiceDesk Plus/ManageEngine, TeamViewer…etc.)
• Responsible for managing service desk related contracts and vendor relationships.

POSITION QUALIFICATIONS

• Bachelor’s degree in Computer Science or related field; equivalent experience will be considered.
• Minimum of 3 years of experience in a similar leadership role is required.
• Experience with Asset Management of both Windows and iOS devices is required.
• Experience or proficiency with Active Directory, OKTA, Google Workspace and Microsoft 365.
• Experience with ServiceDesk Plus or similar tool is required.
• Experience with Enterprise Mobility Management and Unified Endpoint Management tools, such as AirWatch, IBM MaaS360, JAMF; Microsoft SCCM and Intune is preferred.
• Proficiency with the ITIL Service Lifecycle is preferred.
• Demonstrated exceptional project management skills with proactive problem-solving ability.
• Strong verbal and written communication skills, with a strong ability to build and maintain relationships with all levels within the organization.
• Must have excellent active listening, critical thinking and strong analytical skills.
• Highly organized with an ability to work in a fast-paced, multi stakeholder environment, while managing multiple, competing priorities.
• Team oriented and collaborative, with demonstrated experience working in cross-functional teams.
• Must be able to work onsite at our Jersey City, NJ headquarters 5 days/week.

Neptune Retail Solutions is an Equal Opportunity Employer. Applicant Privacy Notice