Are you looking for an exciting opportunity?

We currently have a full-time opening for a Manager, IT Support Services in our Carlsbad, CA location. If you are looking for a fast-paced environment where you can make a difference every day, then this is the opportunity for you! 

The right person to join our team is... 

Demonstrates ownership and accountability; the ability to plan, execute, control and deliver; to communicate effectively both written and verbal; to create internal and external communications and disseminate information effectively; to collaborate effectively across functions and with all levels of management; to lead and influence others and impart knowledge efficiently through various methods of training; maintains a customer-centric service orientation.  Maintains high ethical standards and professionalism with the ability to handle confidential, private, and sensitive information effectively; preserves individual credibility; and positively influences others.

This position is responsible for….

The Manager, IT Support Services is responsible for ensuring that all Breg internal and field users receive best in class service for all their IT support needs.  S/he will also be responsible for managing how IT is perceived by outside entities while working in a customer and vendor facing role.

Your day will be very busy… you will:

Coordinates interactions with IT vendors to execute projects or new contracts for service or assets.

 

Manages IT vendors regarding their contracts, payments, and services and ensures Breg is in compliance with vendor licensing policies while seeking opportunities to optimize costs when possible.

 

Develops project plans including defining the project goals and objectives, activities, milestones, costs of project, equipment, and other resource requirements.

 

Manages project plan execution and identification of critical path activities.

 

Maintains alignment with the functional business leaders and their strategy and will develop and own the Service Desk and Vendor Management roadmap and its execution to meet business demands. They will keep abreast of new releases of products and services in the space and provide guidance in adoption of new technologies.

 

Develops and manages service levels to meet or exceed customers’ expectations as well as puts in place processes to receive and address issues with the Service Desk team while maintaining user satisfaction across the organization through feedback sessions and surveys.

 

Develops a thorough knowledge and understanding of cross-system interactions.

 

Implements a Continuous Improvement program for the Service Desk team to meet or exceed service level expectations and reduce tickets and costs.

 

Works with the IT Engineering and Applications teams to find root causes of issues and prioritize these to be addressed to maintain user satisfaction.

 

Manages the Service Desk team members and develops the team to ensure professional, courteous and results driven services are delivered to our users.

 

Manages all IT user assets and formulates policies, procedures, and standards.

 

Identifies creative technology solutions that improve business process, productivity, optimizes value and improves process maturity to manage Breg’s user base.

 

Exhibits professional behavior with both internal and external business associates that reflects positively on the company and is consistent with the company’s policies and practices.

 

Takes accountability to demonstrate the organization’s Cultural Beliefs and achieves the desired results.

 

Leadership responsibilities include the selection, development, performance management, and continuous recalibration of staff; ensures appropriate staffing levels and resource allocation; performs administrative tasks associated with timekeeping, pay, performance, policy administration, and other matters related to employment.

 

Assesses staff and provides timely and consistent technical proficiency and effectiveness feedback. Provides constructive feedback, guidance, and reinforcement to employees regarding job performance. Works with staff to identify work goals and create individual development plans and scorecards. Evaluates training programs to ensure content meets staff’s ongoing learning needs.

 What your background will be:

Bachelor’s degree in a related field of study and 8+ years relevant experience to include 2+ years’ experience with heavy interaction with managing customer relationships and expectations, or an equivalent combination. Relevant experience typically includes IT Help Desk or Call Center type environment. A certification in negotiating skills is preferred. Strong project management skills are required. Computer proficient to include web browser/internet search, Power BI, MS Outlook, MS Office to include advanced skills Project, Word, Excel and the ability to produce presentation-ready slides in PowerPoint at the Executive team level. Technical competence includes the ability to learn new software and systems.

 What we can offer you...

Our insurance benefits are effective the 1st of the month after your hire date.

Medical/Dental/Vision/Disability plans Paid time off (PTO) Company paid Holiday Pay Company paid Basic Life Insurance

For more information regarding Company benefits, please see https://r3n9i3w6.rocketcdn.me/wp-content/uploads/2023/06/Benefits-At-A-Glance.pdf

Salary/Pay Range:

$114,000.00 - $128,000.00

This range reflects the minimum and maximum target range for new hire base salary/pay across all US locations. Actual pay is based on many factors unique to each candidate, including but not limited to geographical location, work experience, skill set, relevant trainings and certifications, and business needs. The base pay range is subject to change and may be modified in the future.  This role may also be eligible for bonus. 

For six consecutive years Breg was awarded The National Business Research Institute (NBRI) Circle of Excellence Award for employee engagement.

If you meet the requirements above and would like to apply for this position, please visit our website at www.breg.com and click on the ‘Careers’ section.

Breg is an Equal Employment Opportunity Employer and dedicated to a diverse work force and Drug Free work environment. EOE/Minorities/Females/Vet/Disabled are encouraged to apply.

Applicants must be currently authorized to work in the United States on a full-time basis. The Company will not sponsor applicants for work visas for this position.