Support Manager

We’re on a mission to hire the very best and are committed to creating exceptional employee experiences where everyone is respected and has access to equal opportunity. We realize the greatest contributions to the company can come from anywhere in the organization, and we know that the next one could be yours!

Whats unique about this job (What you’ll do)

The Support Manager provides departmental leadership in Information Technology Support. Including, but not limited to, employee management and development, implementation/management of enterprise information systems, and oversight of related projects. The role is responsible for ensuring that IT Services and Systems are provided timely and supported effectively and efficiently and delivering exceptional customer service.

Responsibilities:

• Manage day-to-day operations of the Support Desk, ensuring team and individual performance levels consistently meet or exceed approved SLA metrics.

• Manage appropriate desk coverage (i.e., scheduling personnel) including on-shift and off-shift staff rotation to ensure continuity of service.

• Participate in goal-setting and performance management of the team, including conducting performance reviews, competency development, and coaching of staff.

• Supervise the process for communicating outages and emergency incidents to team members and leadership.

• Manage issue/risk resolution and demonstrate leadership ability during high-pressure situations.

• Ensure adherence to defined policies and procedures, standardizing working practices to support all Service Desk activities.

• Coordinate and manage team workload, performing weekly call and ticket reviews to ensure team is meeting performance expectations.

• Manage and review logged incidents in ServiceNow, ensuring proper ticket management, workflow, and knowledge base updates.

• Oversee identity management processes in Okta, including user provisioning, access controls, and authentication issues.

• Support Microsoft 365 environment, including troubleshooting issues with Teams, SharePoint, OneDrive, and other Office applications.

• Coordinate with data teams on Snowflake-related support requirements and escalations.

• Manage support processes for internally developed solutions, ensuring proper documentation and knowledge transfer.

• Identify, research, and resolve complex technical problems involving AS400 and JDE environments.

• Document, track, and monitor problems to ensure resolution in a timely manner according to SLAs.

• Rely on extensive experience and judgment to plan and accomplish goals.

• Provide excellent customer service and utilize strong communication skills when interacting with customers, peers, and leadership.

• Analyze business problems as requested by users or department management.

• Solicit cooperation and participation of user personnel in the collection of data and determination of system requirements.

• Provide Service Desk reporting metrics, root cause analysis, and KPIs to leadership as required.

• Manage vendor service agreements to ensure the organization receives value from partnerships.

Bring your passion and expertise (Who you are)

• Experience with Windows-based personal computers and Microsoft Office applications.
• Broaden own technical, functional, and industry skill base, particularly in ServiceNow, AS400, and JDE environments.
• Experience with providing systems support by telephone.
• Be well organized, able to establish priorities effectively, able to handle multiple tasks, able to work in a dynamic and fast-paced environment.
• Must be customer service support oriented with excellent customer service skills and exceptional phone etiquette.
• Dependability in both production and attendance.
• Good written and oral communication skills in English, Spanish proficiency (preferred but not required).
• Ability to work independently and with a group.
• Attention to detail.
• Be well organized and able to handle multiple tasks.
• Self-motivated individual with optimistic attitude.
• Works with teammates to achieve company and department goals.

Some important intangibles

• You feel connected to our mission and values: Integrity, Respect, Accountability, Passion Community, and Continuous Improvement
• You are a self-starter who doesn’t need direct supervision to motivate you for success
• You enjoy sharing your quirkiness and talents with your coworkers
• Enjoy working hard
• Full of energy for the things one sees as challenging
• Not fearful of acting with a minimum of planning
• The ability to remain calm when dealing with unforeseen constraints

Our Commitment

We not only embrace and celebrate the diversity of our membership base and communities but also strive to achieve the same in our employees. At PriceSmart, we are committed to equal employment opportunity, regardless of race, color, religion, national origin, gender, sexual orientation, age, disability, veteran status, or any other class protected by applicable law. We are proud to be an equal opportunity employer.

Get to know us

PriceSmart was founded with a purpose: to inspire and impact the lives and businesses of our Members, our employees, and our communities through the ethical delivery of the best quality goods and services at the lowest possible prices.

Throughout the years, we have constantly asked ourselves how we can do more and have a greater impact. We want to prove that we are a company that can grow, be profitable, and do good in the world, and we have learned that it takes a great organizational culture to achieve that goal.

At PriceSmart, you can look forward to company events, anniversaries celebrating our employees with more than 20, or 30 years of tenure, volunteering and learning opportunities, and just a great company filled with curious, kind folks. Dreaming up and sharing ideas aren’t responsibilities reserved for certain teams or leaders; the challenge of building our own culture is on all of our shoulders. That sense of community and belonging keeps us excited to walk through the door every day, wherever that door may be, in any of our 13 countries.