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INFORMATION TECHNOLOGY

MANAGER, IT SERVICE DESK

Boston, Massachusetts, United States of America

SPEED & SPIRIT ist, was uns bei der Arbeit motiviert. Was uns Tag für Tag antreibt. Und immer wieder inspiriert. Jeder Tag bei PUMA ist eine neue Chance. Um die Sport- und Modewelt zu begeistern. In einem Umfeld, das Sportgeschichte schreibt. Das den Teamgedanken lebt. Das Individualität, Vielfalt und Talente fördert. Und das seine Mitarbeitenden ermutigt: BE DRIVEN. BE VIBRANT. BE TOGETHER. BE YOU. Klicke einfach auf ONLINE BEWERBEN und folge den Schritten zum Hochladen deiner Bewerbung.

Your Mission

  • Responsible for the overall performance of the Regional Service Desk team. This requires that all service tickets or tasks which originate or are transferred into the Service Desk are resolved within the accepted SLA based upon the nature of the ticket or task. Ensure that ticket handling and management procedures are performed in a manner consistent with ITSM Standards for Incident and Problem Management.

  • Maintain and regularly update the processes and procedures which are used by the Regional Service Desk team to perform their work as well as the processes and procedures used by the Regional Service Desk Management to measure and report upon performance of the team. This includes performance KPIs, the Service Desk BI performance dashboard, the Service Desk knowledge base, how to documentation and troubleshooting guides, user onboarding / offboarding processes and documentation as well as the off hours “on call” schedule and tools (call routing software).

  • Organize and manage all aspects of the end user device lifecycle. This includes asset management of all end user devices (laptops, mobile phones, iPads, etc.), budget planning for the annual refresh of user devices, managing the inventory of spare equipment and peripherals needed by the business, and ensuring that secure disposal of retired assets is performed to regional standards. Procuring end user equipment via vendor portals (Dell, CDW, etc.) is required.

  • Manage broad scope IT Projects within the Service Desk areas of expertise. This includes items such as participating in planning, testing and configuration of conference room technology equipment, new end user device R&D and testing, performing or supporting end user training specific to the rollout of new technology platforms and global IT standards.

  • Collaborate with peers on the IT Management team to design and implement new ideas and technical solutions that improve IT’s ability to deliver service to the PUMA North American business. Also foster relationships with peers within the global IT community, particularly with the team within PUMA SE, to ensure that PNA IT Service Desk is closely aligned with the parent company on process and procedures.

  • Maintain and improve upon a robust Customer Service Oriented culture within the PNA Service Desk. Engage with leaders of various PNA departments and business units through scheduled and informal communication sessions to share information and gather feedback. Ensure that remote regional “satellite offices” receive attention through a site ambassador program as well as by personally developing relationships with key points of contact in those locations.

  • Travel requirement is <25%. Valid US Passport is required

Your Talent

  • Minimum of 5 years’ experience as a Service Desk Analyst or comparable hands on IT role

  • Minimum of 3 years supervising or managing a technical support team

  • Networking: Ethernet, TCP/IP, Core services (DNS, DHCP, GPO, Active Directory, VPN, etc.)

  • Systems: Windows Desktop and Server OS, Apple OS X and iOS, Android OS

  • Hardware: End user devices (laptops, mobile, tablets), conference room devices (Crestron, Samsung, Bose), retail system devices (point of sale, mobile pos, pin pads, etc.)

  • Enterprise Applications: Retail PoS (Retail Pro), O365 (all apps), Power BI, Matrix 42

  • Experience managing a support team in a fast and evolving environment

  • Ability to mentor and foster development of technical support staff

  • Working knowledge and understanding of Retail IT systems, requirements, and regulations

  • Certifications relevant to the above technical qualifications a plus

  • ITIL Foundations or higher certification or other IT Process certification a strong plus

  • Outstanding communication skills, written and verbal, are required. Partnering mindset is essential.

Zur PUMA-Gruppe gehören die Marken PUMA, Cobra Golf und stichd. Das Unternehmen vertreibt seine Produkte in über 120 Ländern und beschäftigt weltweit mehr als 14.000 Mitarbeitende. Die Firmenzentrale befindet sich in Herzogenaurach, Deutschland.

PUMA ist ein Equal Employment Opportunity (EEO) Arbeitgeber. PUMAs Richtlinien verbieten Diskriminierung oder Belästigung jedweder Art und sichern gleiche Beschäftigungsmöglichkeiten für alle Personen und ohne dabei auf Basis von Hautfarbe, Religion, Herkunft, Geschlecht, sexueller Orientierung, Alter, körperlicher oder geistiger Behinderung, Veteranenstatus oder weiteren, durch geltende bundesstaatliche, staatliche oder lokale Gesetze verbotenen Gründen zu diskriminieren. Für weitere Informationen bitten wir Sie, mit us-hrrecruiter@puma.com Kontakt aufzunehmen.

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