Manager - Operations Application Support

Manager - Operations Application Support Glenview, IL, United States (Remote) Job Info Job Identification 22299 Job Category Operations Posting Date 01/30/2025, 02:54 PM Locations 2301 Patriot Boulevard, Glenview, IL, 60026, US (Remote) Job Schedule Full time Job Description As the Manager - Operations Application Support, you will be responsible for leading a team to ensure operations help desk requests are routed and handled appropriately. You will be accountable for managing all procedures related to the identification, prioritization, and resolution of end user help requests, including the monitoring, tracking, and coordination of IT functions. Responsibilities: Manage the processing of tickets in the Help Desk to ensure courteous, timely, and effective resolution of end user issues Design and enforce ticket handling and escalation policies and procedures Coordinate hands-on fixes at the desktop or application level, including installing and upgrading software, installing hardware, and configuring systems and applications Coordinate with System Engineers to resolve issues or create efficiencies within the environment Monitor and test fixes to ensure problems have been adequately resolved Track and analyze trends in Help Desk requests and generate statistical reports Assess need for any system reconfigurations (minor or significant) based on request trends and make recommendations Identify issues, analyze information, evaluate potential solutions, and implement effective strategies to overcome challenges in the environment Identify, develop, and implement end user training programs, user guides, and FAQs to increase computer literacy and self-sufficiency Oversee the development, implementation, and administration of IT/Operation SOPs and Runbooks. Train, coach, and mentor Help Desk Technicians to support WMX warehouse management system (WMS) Manage hardware inventory to track and manage end user devices Function as liaison between IT and field users; act as the conduit with IT partners to lead the issue resolution and train affected field users Qualifications: Bachelors Degree - Business or technical related field 5 years leading a helpdesk team and managing support tickets 5 years working in an analytical role focused on driving solutions Focused leader with ability to problem solve Ability to effectively communicate from both a business and technical acumen perspective Experience working with IT departments collaboratively Highly organized with strong attention to detail Compensation Details: $92,095 - $156,562 Annually. This amount is what we reasonably believe we will pay for the position; however, offer amounts may vary based on factors such as geographic location, relevant education, experience, qualifications, skills, shift, or any collective bargaining agreements. For eligible positions, compensation may also include participation in a bonus or sales compensation plan paid according to achievement against sales targets and/or business objectives. Depending on the role, equity and other forms of compensation may also be provided as part of a total compensation package. In addition, Wesco offers a full range of benefits such as paid time off, medical/dental/vision insurance, and retirement savings plans for eligible employees. About the Team At Wesco, we build, connect, power and protect the world. As a leading provider of business-to-business distribution, logistics services and supply chain solutions, we create a world that you can depend on. Our company's greatest asset is our people. Wesco is committed to fostering diversity and inclusion across our workforce by embracing the unique perspectives, authenticity and individuality of more than 20,000 Wesco employees around the globe. Learn more about Working at Wesco and apply online today! #J-18808-Ljbffr

Created: 2025-02-05