Assistant Director of IT Support - goTRG

Position: Assistant Director of IT Support            

Department: IT                

Classification: Full Time       

Position Summary:

We are seeking a career-minded individual for the position of Director of IT, preferably someone who is looking for long-term growth and potential. In addition to the job description below, candidates must possess strong customer service skills, an eye for detail, and the ability to multi-task at a quick pace. Being a team player is a must!

Major Responsibilities/Essential Functions:

• Manages all daily activities including monitoring, maintenance, tracking, reporting, and problem resolution for the IT Support Team.
• Manage and ensure incident response, Incident Post-Mortem/Root Cause Analysis activities.
• Ensures proper management, maintenance, provisioning and monitoring of all production end-user equipment.
• Manages change initiatives in a systematic manner to ensure systems availability, performance and reliability.
• Manages internal operations projects that may require cross-department resources and coordination.
• Undertakes system maintenance.
• Provides customer service to all internal staff.
• Monitors the IT ticketing system to ensure timely correction of any incidents.
• Analyzes activities and documented resolutions, identify problem areas, devise and deliver solutions to enhance quality of service and prevent future issues.
• Helps to define key operational metrics, develop reporting and set targets and continuously improve. Present operational metrics to IT Leadership on a consistent basis.
• Partners with Infrastructure Team in areas of cross use resources
• Oversees timely handover of new services/resource from IT teams to functional areas. 

Required Qualifications:

• Microsoft Windows Operating Systems
• MAC OSx
• Microsoft Office Suite
• Email Systems
• Networking and WiFi
• VPN Technologies
• VoIP Telephone Systems
• Incident Ticketing Systems
• Remote Support Tools
• Printers/MFC
• Handheld Devices/Mobile Devices
• Asset Management Tools
• Some travel required

Professional Direction:

• Solid understanding of business processes, operations and the application of technology.
• Strong understanding of IT best practices and standards
• Ability to multi-task and prioritize
• Results driven and time management skills
• Great communication and critical-thinking skills

Experience: 

• Minimum of 5 years of previous experience in related field (Bachelor’s degree in relevant technical field preferred)
• Experience leading a team of IT Support/Helpdesk Technicians.
• Experience in warehouse/logistics is a plus

About goTRG

The first end-to-end Business Solution.

goTRG is a leader in the implementation and execution of Omni-Channel and Supply Chain solutions. Our innovative R1 technology powers every touch, movement and decision for the world's largest companies resulting in superior net margins, controls and sell-through.

A fully managed goTRG solution delivers the smartest choices for every touch, movement and price decision for some of the world's largest companies while reducing their environmental footprint.