Overview
This job contributes to REI's success by leading and optimizing our technology support operations across multiple teams. This role involves direct management of internal full-time employees (FTEs) and strategic oversight of a Managed Service Provider (MSP) to ensure efficient, high-quality, and reliable IT support services for the entire organization. In addition, this role provides direction to team, establishes work priorities, and evaluates proposed solutions to ensure that technology contributes to achievement of the division's business objectives. The job encourages a culture of continuous improvement, using lean methodologies and is responsible for ensuring cohesive and effective technology support experience for internal employees and contractors, business partners and external vendors. Models and acts in accordance with REI's guiding values and mission.
Responsibilities and Qualifications
Leading the Way (team leadership, coaching and development responsibilities for this "manager of staff")
Directly manage, mentor, and develop internal IT support staff (FTEs), fostering a culture of continuous improvement, customer service excellence, and technical proficiency.
Identifies and communicates key responsibilities and practices to ensure the organization promotes a successful attitude, confidence in leadership, and teamwork to achieve business results.
Supports the implementation of company programs, procedures, methods and practices to promote REI key messages.
Challenges and inspires employees to achieve business results, instilling a continuous improvement mindset
Ensures employees adhere to legal and operational compliance requirements.
Oversees training and development of employees directly and indirectly managed and makes effective staffing decisions.
Conducts and ensures the completion of performance reviews.
Provides coaching, direction and leadership support to employees in order to achieve department, company and customer results.
Establishes and maintains visibility within the department.
Monitors operational statistics, reports trends, variances and issues, and takes appropriate action.
Your Planning & Navigating Requirements (the plans the job is responsible for creating and executing, and how the job ensures they are implemented)
Oversees Tier 1 technical support teams and technicians to identify, prioritize and resolve problems with technology products and services in a timely manner. Ensures that all phases of support are coordinated, monitored, logged, tracked, and that service requests are resolved appropriately or escalated for resolution to second and third-level support staff.
Creates support structures to ensure that adequate technical support for end users and retail stores is maintained at all times. Ensures that required technical tools and training are available to the staff providing support.
Primary points of contact and governance leader for the MSP relationship for Service Operations, including quality control, escalation, collaboration, and training..
Ensures seamless integration between internal support processes and the services provided by the MSP.
Drives improvements into production operations and ensures program runs as an industry best practice.
Prepares budget recommendations for staffing needs, costs of equipment and tools, maintenance, and future projects.
Responsible for ensuring high priority incidents are addressed within SLA.
Responsible for improving service monitoring and alerts, and striving to deliver industry best practice.
Coordinates the effort with other vendor support teams as required.
Establishes and implements service desk policies, procedures, standards and service level agreements.
Monitors and analyzes data to ensure support of current service level needs and to anticipate future needs.
Oversees maintenance and integrity of service desk software documenting reported incidents, troubleshooting and problem resolution.
Analyzes incident reports and logs for trends and ongoing issues. Collaborates and coordinates with other IT departments and disciplines to resolve continuing problems and ensure that the latest methodology is being used to address user service needs.
Provides system evaluation reports to facilitate informed decision max`king and continuous improvement to IT services and products.
Assists business areas in identifying current and future information services
Communicates with team regarding policies and procedures, projects and activities in other groups.
Follows the governance process for technology projects, ensuring that project goals and decisions are based upon business priorities.
Creates and maintains staffing plans. Ensures the team is properly trained and staffed to handle the projected workload, both from an internal staffing and outsourcing standpoint. Makes recommendations to management regarding potential changes to staffing.
Provides management with accurate, timely and relevant information about the status of projects, personnel and activities within the team.
Performs HR supervision, including hiring, firing, conducting performance reviews, setting performance goals, promotions, salary increases, developing subordinates, and managing performance and discipline.
Keeps abreast of technology changes and innovations in the information technology field, especially as it applies to System Operations.
Manages or coordinates vendor relationships and contracts for products, services and support.
Analyzes, assesses and recommends improvements in programs and practices to ensure compliance with regulatory and internal controls.
Required Skills & Experience
Bachelor's degree in computer science or business administration, or equivalent training and experience.
2+ years supervisory experience in the information technology field and the ability to direct technical work teams.
5+ years experience in information technology, including leading teams in systems analysis or software engineering.
Experience managing multiple project teams.
Experience developing team-level plans and contributing to annual budgets.
Ability to negotiate contracts and agreements with vendors and service providers in the information technology business.
Knowledge of methodologies, standards, procedures and organization that contribute to the development and deployment of technology solutions.
Skills in resource management, project prioritization, problem-solving, issue management and negotiation, and mediation.
Knowledge of business principles from multiple disciplines and ability to apply those principles.
Experience with structured project life cycle, systems development management tools and service management methodologies such as Information Technology Infrastructure Library (ITIL).
Ability to manage customer and vendor relationships.
Builds capacity of individuals and teams through effective employee development, involvement, communication, and supervision efforts.
Creates a strong, mutually supportive work spirit and culture where people can do their best.
Establishes trust and inspires others.
Makes effective organization and people decisions in a manner consistent with REI's values and ethics.
Delivers on commitments and holds others to same.
Champions the organization and advocates solutions in the overall Company's best interest.
Uses business knowledge, innovative thinking, and sound judgment in the solution of problems or the pursuit of business opportunities.
Consolidates information from various sources including feedback from others to reach sound decisions.
Considers the ultimate impact of decisions and actions on internal and external customers.
Fosters change in company direction.
Effectively plans and executes changes.
Ability to work onsite at Sumner or Issaquah office as needed (at least once a week).
Closing
At REI, we believe the outdoors is for all. We are committed to becoming a fully inclusive, anti-racist, multicultural organization. We know that there's strength in our diversity - that each employee brings unique skills, experiences, and perspectives. Every day you are driving change, fostering a culture of respect, and knowing you're backed by benefits that support your whole life. To work towards this commitment and fulfill our brand promise of inspiring and enabling a life outside for everyone, we seek employees who demonstrate different ways of working, create a sense of belonging, and actively listen and learn.
Pay Transparency
We are committed to practices that promote pay equity and transparency. As required by applicable Pay Transparency laws, REI provides a range of compensation for roles that may be hired in locations under these requirements. Factors that may be used to determine your actual salary may include a wide array of factors, including: your specific skills and experience, geographic location or other relevant factors.
REI offers all regular employees a generous employee discount, access to health benefits, a retirement savings plan and accrued time off. Click here (https://foryourbenefit-rei.com/) for a detailed overview of benefits plans by employee profile.
Pay Range
$113,200.00 - $181,100.00 per year
