TAC Endpoint Management Supervisor

POSITION SUMMARY :

The Technical Assistance Center (TAC) team provides technical support to the company's end users over the phone, in person, or remotely via remote access software.

Responsibilities for the Endpoint Management Supervisor include ensuring that service levels are achieved, and outfitter expectations are met and exceeded.

This position is responsible for ensuring that the teams are meeting and exceeding expectations regarding performance, meeting defined KPIs, and that SOPs and processes are followed, as well as, driving continuous process improvement.

ESSENTIAL FUNCTIONS :

Manage Endpoint Management involvement in urgent and complicated situations. Act as escalation point for service requests and incidents.

Develop and mature omni channel ticket escalation processes.

Train, coach, and mentor Endpoint Management team. Oversee staff activities. Build and obtain training material for support staff.

Provide data and reporting to IT departments and other business units as needed. Develop strategies for continuous improvement.

Work with other functions of IT to ensure TAC is single source of truth for enterprise operations.

Presence on P1 outages and involvement with special projects.

Provide backup and feedback to Endpoint Management and Endpoint Technology teams.

Support leadership team through meeting presence and process optimization.

ALL OTHER DUTIES AS ASSIGNED

EXPERIENCE / QUALIFICATIONS :

Minimum Degree Required : BS Degree in Computer Science or Related Field

Preferred Degree : BS Degree in Computer Science or Related Field

Certificate(s) or License(s) : CompTIA and ITIL certifications are required.

Experience : 4 - 5 years of experience in IT Leadership or Equivalent Role

KNOWLEDGE, SKILLS AND ABILITY :

Advanced knowledge of computing systems including, but not limited to : Microsoft and Apple operating systems, Microsoft Office, Microsoft Active Directory, and Powershell as well as ability to learn new systems as they are implemented into the enterprise.

Ability to provide world-class customer service to end-users via an omni-channel communication approach. Ability to explain complex technical solutions in a precise, simplified manner.

Flexibility and a passion to grow and learn. Ability to balance role expectations with other initiatives and projects.

TRAVEL REQUIREMENTS :

Some initial requirements may be present for training but not regularly.

PHYSICAL REQUIREMENTS :

Regular computer work, walking, sitting, and standing

Occasional lifting up to 50lbs

INDEPENDENT JUDGEMENT :

Develops objectives and general policies and procedures for a specific program or functional area of responsibility within general scope of established operational goals and plans.

Day-to-day work and decisions do not require direction or review by immediate supervisor. End results are reviewed by supervisor.

Full Time Benefits Summary :

Enjoy discounts on retail merchandise, our restaurants, world-class resorts and conservation attractions!

• Medical
• Dental
• Vision
• Health Savings Account
• Flexible Spending Account
• Voluntary benefits
• 401k Retirement Savings
• Paid holidays
• Paid vacation
• Paid sick time
• Bass Pro Cares Fund
• And more!

Bass Pro Shops is an equal opportunity employer. Hiring decisions are administered without regard to race, color, creed, religion, sex, pregnancy, sexual orientation, gender identity, age, national origin, ancestry, citizenship status, disability, veteran status, genetic information, or any other basis protected by applicable federal, state or local law.

Reasonable Accommodations

Qualified individuals with known disabilities may be entitled to reasonable accommodation under the Americans with Disabilities Act and certain state or local laws.

If you need a reasonable accommodation for any part of the application process, please visit your nearest location or contact us at hrcompliance@basspro.com.

Bass Pro Shops