Join our team and live the Ollie-tude!: (Ollie’s Core Values)
- BE A TEAM PLAYER- Associates are expected to be supportive and work together.
- BE CARING- How do I treat others with courtesy, dignity, and respect?
- BE VALUE OBSESSED- Live the “good stuff cheap” mindset.
- BE COMMITTED- Operate with grit, passion, tenacity, and action.
- BE GROWING- How do we get better every day?
- BE REAL- Associates should be honest, transparent, genuine, trustworthy, and sincere.
Competitive Benefits
- Medical, Dental, Vision, and RX coverage begins Day 2 of employment
- 401K, Company match begins at Associate enrollment
- FSA/HSA (Flexible & Health Savings Account), set aside pre-tax dollars to reduce your taxable income
- 20% Associate discount on all Ollie’s purchases.
- Vast array of voluntary benefits
Position Overview:
The Manager of IT Support is responsible for overseeing all Corporate and Distribution Center desktop support services, ensuring high-quality service delivery and support for all end-user repairs and requests. This role provides technical leadership, supervises a team of IT Support Specialists, and collaborates with other IT leaders to maintain efficient operations. Responsibilities include hardware and software support, process improvements, escalations, team management, and strategic planning for IT support initiatives.
Primary Responsibilities:
- Lead and manage a team of IT Support Specialists, providing guidance, training, and performance feedback.
- Oversee IT support operations, ensuring timely and effective resolution of hardware and software issues for Corporate and Distribution Center associates.
- Act as an escalation point for complex IT issues, providing advanced troubleshooting and technical expertise.
- Develop and implement IT support processes to enhance efficiency and improve the end-user experience.
- Monitor and manage ticketing system queues, ensuring timely response and resolution of service requests.
- Coordinate and prioritize IT projects, including system upgrades, hardware rollouts, and software implementations.
- Ensure documentation is maintained for software installations, configurations, troubleshooting procedures, routine maintenance, and best practices.
- Manage end-user assets, deployment, and lifecycle management.
- Facilitate training sessions for IT Support Specialists and end users to ensure proper system utilization.
- Ensure network and system reliability by overseeing periodic maintenance of MDF/IDF cabinets/closets, cabling, and generators.
- Stay current on emerging technologies and recommend solutions that align with business needs.
- Perform additional duties and responsibilities as assigned
Qualifications:
- 5+ years of IT support experience, with an additional 3+ years in a leadership or supervisory role.
- Strong experience managing desktop, laptop, and thin client infrastructure in a large domain environment.
- Expertise with Microsoft Windows, Office 365, and remote desktop solutions (RDP, VMware, Teams).
- Experience managing IT imaging tools, disk encryption, Windows patching, Virtual Desktop pools.
- Familiarity with basic networking concepts, Ethernet cabling, and MDF/IDF infrastructure.
- Proficiency in PowerShell and scripting for automation and troubleshooting.
- Strong problem-solving and critical-thinking skills, with the ability to manage multiple priorities.
- Excellent communication and interpersonal skills, with the ability to explain technical concepts to non-technical users.
- Experience implementing IT process improvements and best practices.
- Ability to work flexible hours, including occasional evenings and weekends for projects.
Physical Requirements:
- Ability to lift and carry up to 70 pounds.
- Ability to push and pull over 100 pounds.
- Ability to sit for an extended period of time at a desk.
- Ability to work on a computer for extended period of time.
- Ability to see, hear, and speak regularly.
- Ability to grip, reach, and pinch with arms and hands frequently.
- Ability to bend and twist occasionally.
- Ability to travel occasionally as needed.
Ollie’s is an equal opportunity employer. In compliance with Federal and State Equal Opportunity Laws, qualified applicants are considered for all positions applied for without regard to race, color, religion, sex, sexual orientation and identity, national origin, age, veteran’s status, disability, or any other legally protected status.
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Equal Opportunity Employer
This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.
