Customer Support Manager

Customer Support Manager

 

 In today’s environment of constant economic and technological change, the decision of where to work is very important.  If you are in search of a stable, progressive company and are looking for a career that challenges you and allows you to utilize your well-developed technical skills, then The Stanley Works is the perfect fit.  With over 162 years in business, The Stanley Works, an S&P 500 Company, is a worldwide supplier of Tools, Hardware, and Security Solutions for Professional, Industrial, and Consumer use.  Stanley® is one of the world’s most recognized and trusted brand names and has earned a reputation for excellence and quality.  Our record of achievement is the result of dedicated and enthusiastic people who work together in pursuit of challenging goals and objectives

 

We are currently looking for the best talent available for a Customer Support Manager with a proven track record.  The purpose of this position is to align with and support the business on a global level by providing reliable, responsive, and proactive end user technology support based on ITIL standards, enabling Stanley to focus on profitable growth.  It is located at our office in New Britain, CT.

 

Major Responsibilities:

OPERATING

Principal Accountabilities
• Overall responsibility for service desk, desktop support, and desktop engineering functions.
• Set strategy for supporting the end user environment.
• Create and maintain global hardware standards and enterprise images.
• Develop technology roadmaps for enterprise initiatives.
• Implement desktop engineering strategy.
• Contribute to migration architecture and planning.
• Lead complex implementation projects.
• Work closely with cross functional groups to plan, research and execute enterprise projects to address business requirements.
• Leverage and coordinate external resources on project related activities.
• Create and maintain lab environment for testing.
• Negotiate software and support contracts.
• Maintain and manage new vendor relationships.
• Maintain global ticketing system administration and support.
• Set acquisition strategy for the desktop environment.
• Responsible for global software licensing program and hardware asset management.
• Document and implement global standard operating procedures.
• Provide status reports and metrics for department performance.



 PROCESS

• Document technical environments, processes and procedures, testing plans and project plans.
• Ensure that defined processes are consistently followed within the team.
• Assure compliance to standards for all systems administered.
• Lead the global team that is responsible for establishing standards and operational practices of core desktop services and solutions.

 

PEOPLE
• Mentor and coach staff for appropriate career development
• Develop technical training plans for staff.

Qualifications/Skills
• Bachelor's Degree in Computer Science or Engineering preferred.
• Certifications in Microsoft, ITIL, SDM.
• 5-7 years experience managing an IT desktop support/engineering department.
• Experience in leading initiatives such as software distribution, image standardization, etc.
• Project management expertise.
• Strong written and oral communication skills.
• Proven knowledge/experience of managing/coordinating activities of individuals in various locations.

 



In addition to the prestige of joining a truly world-class organization, as a member of the Stanley team, you’ll enjoy a competitive salary, comprehensive benefits and solid opportunities for growth.

 

Please apply online.

 

NO AGENCY PAPERWORK PLEASE.

EOE/M/F/D/V