Global Manager -Endpoints, User Support & Training

Ready to be a part of a game-changing team that thrives on defying the impossible?

About PCS Wireless:

Founded in 2001, by two visionary traders, PCS Wireless, affectionately known as “PCS”, is not your average mobile device distributor. Led by fearless entrepreneurs, PCS has completely transformed the landscape of the device resale market, both from a business and a consumer perspective.

Today, PCS is a recognized global leader powering the secondary market. We buy and sell mobile devices and products worldwide through partners and programs. By breathing new life into old devices, we efficiently extend a device’s lifecycle up to 5 times or more. We collaborate with industry giants including consumer electronics manufacturers, wholesalers, big box retailers and small businesses alike, catering to a diverse clientele of more than 1,500 customers. Our operations span major markets worldwide with offices and warehouses in the Americas, APAC, UK & EMEA.

Our go-getting spirit valuing flexibility, a "me for we approach" and curiosity, continues to be the foundation of our success. We are looking for doers and thinkers who get things done and have fun doing it!

About the Role:

This role is responsible for 3 key areas 1) supporting all global endpoints (Firewalls, Switches, Computers, etc.) 2) leading the company’s end-user support & communication for corporate remote, and warehouse environments.  3) owning the upskilling of our user community by creating and leading various training programs.

This role is a ‘player/coach’ that requires both strategic and tactical thinking and actions. No aspect of the job should be considered too big (you can figure it out) or too small (if it needs to get done).

What You Will Do:

·       Manage day-to-day technical operations, ensuring high availability, performance, and scalability.

·       Lead and mentor the support organization, fostering a collaborative, results-driven environment.

·       Develop and monitor key performance indicators (KPIs) to measure and optimize our environment.

·       Act as a 2nd/3rd level SME for both support team and end-users (as required)

·       Develop, execute and continuously improve all functional areas, processes and policies to ensure alignment with business               needs, governance and compliance.

·       Collaborate with the various technology departments to ensure both strategic and tactical alignment.

·       Be part of the implementation and governance of cybersecurity initiatives, including Zero Trust frameworks, data loss                     prevention (DLP), and vulnerability assessments.

·       Establish, enforce, and continuously improve our internal policies, ensuring adherence to compliance and governance                     requirements.

·       Document everything for both the technology team and our end-user portal/FAQ

·       Build out upskilling opportunities through webinars, video curriculums, and any ways to help the technology team support             our users in being able to increase their efficiency and/or capabilities.

We Are Seeking People Who:

Education and Experience:

A bachelor’s degree in a relevant field such as Computer Science, Networking, Sysadmin Administration OR an ability to prove that you know everything you need to know (beyond just technical proficiency) to be successful in this role without earning a degree.

·        You have previously supported end-users at a reasonable or comparable scale (multi-location, global footprint with ~1000              employees) in both a corporate and some types of non-corporate environment (i.e. a warehouse)

·        You were likely a Sys Admin, a Network Admin/Engineer (or some combination thereof) with at least a couple years                     directly supporting end-users at some point in your career.

·        You have been a manager in a technical discipline for ~5 years across multiple time zones and cultures.

·        You are a certified project manager OR fake it well

·        You have direct experience leading transformational projects (i.e. On-prem to cloud, from traditional firewalls to ZTN, etc.)

·        The role requires spoken and written fluency in both English and Spanish

·       Global role that will require 10% to 20% travel

Technical Expertise:

We are looking for a jack of all trades and a master of SOME. You are not the right candidate If you have very deep experience in one area but nothing more than cursory knowledge of other areas OR if you are very wide in your knowledge base but not deep in any specific field.

·       Strong knowledge of Microsoft products and tenancies such as, Office 365, Azure, SharePoint, Entra, Intune and Active                 Directory.

·       Some level of functional knowledge or proficiency for Microsoft identity and access management, endpoint management,               and cloud security.

·       At the very least, experience in supporting network architectures, including WAN/LAN, Wi-Fi, SD-WAN, and VoIP                      solutions.

·       Familiarity with cybersecurity frameworks, risk management, and compliance standards (SOC2, GDPR, ISO 27001).

·       Working knowledge of ITSM, DevOps, and Infrastructure-as-Code methodologies.

·       Familiarity with Agile methodologies and project management frameworks.

·       Experience with ticketing and documentation (ITIL best practices, SOPs, Process documentation, etc.)

Bonus:

·        Hands-on experience with virtualization technologies (VMware, Hyper-V, Azure VM) and database systems (MS SQL, Managed               Instance).

·        Hands-on experience with automation tools and scripting languages (PowerShell, Python, etc.).

·        Experience with Atlassian (Jira, Confluence, etc.)

The Successful Candidate is:

·        Is humble

·        has a high degree of integrity

·        Is curious – constantly learning and growing

·        has common sense

·        has a positive disposition & energy

·        Is their own worst critic.

·        Is an excellent communicator regardless of the medium

If you are ready to join our fast-paced company, apply below!

We are an Equal Opportunity Employer. All qualified applicants for employment without regard to race, color, religion, sex, gender, sexual orientation, gender identity, ancestry, age, or national origin will be considered. No qualified applicants will be discriminated against on the basis of disability or protected veteran status.