Do you want to be a part of a collaborative team for a growing eCommerce company? We are looking for a leader to take our Contact Center IT Support Team to the next level of operational excellence. Our Service Engineers play a critical role in providing direct support to Wayfair's employee user-base through on-premise or off-site remote support. This team also plays a crucial role in handling and resolving complex technical issues in the areas of product functionality, architecture, and defect correction utilizing KPIs, Metric and data to best identify opportunities for success.
What you’ll do:
-The Contact Center IT Manager is responsible for leading the day-to-day operations of the Contact Center IT team. This is a position where you will partner with senior leadership & directors at the local site to provide best in class support to Wayfair employees for all IT-related concerns and technologies.
-Collaborate with a team of Senior IT leaders and Managers to develop and refine new and innovative ways to deliver superior technology services to all Contact Centers, both locally and globally.
-Provide leadership and coaching to support engineers by setting a strong example of what exceptional looks like and providing 1:1 advice regularly to the team.
-Use metrics to drive improvement, demonstrate value and deliver on aspirational targets using our ServiceNow ticket management software.
-Develop, sustain and drive the team to not only deliver on Service Level Targets but to continuously aim to improve beyond them.
-Be a point of escalation for support engineers with technology issues relating to: Windows desktops and Windows Server, Active Directory, G Suite, Citrix VDI, IP telephony, Jabber, SCCM, InTune, and our own proprietary software.
-Take full ownership of the life cycle for the assets in your location, including creating a roadmap for future improvements for senior management and leaders.
-Take ownership of tasks, projects and problems that impact your users and ensure that they are communicated and driven to completion with buy-in from the business and technical stakeholders.
What you’ll need:
-BA or BS degree from a 4-year college or university (equivalent experience considered)
-4+ years of IT support experience, with at least 2 years proven track record of leading a high performing IT Team.
-A high degree of technical understanding and the ability to communicate key complex concepts to business stakeholders.
-A strong sense of customer service, attention to detail, and desire for organization.
-Excellent interpersonal and team building skills – willingness to work as part of a large group.
-Experience leading a helpdesk, endpoint IT support team, or other service-oriented IT teams a plus.
-Experience in establishing divisional Objectives & Key Results and delivering on them.
-A Proven track record in developing and improving teams.
-Experience in implementing and utilizing ITIL principles (ITIL Certification desired, not required)
About Wayfair Inc.
Wayfair is one of the world’s largest online destinations for the home. Whether you work in our global headquarters in Boston or Berlin, or in our warehouses or offices throughout the world, we’re reinventing the way people shop for their homes. Through our commitment to industry-leading technology and creative problem-solving, we are confident that Wayfair will be home to the most rewarding work of your career. If you’re looking for rapid growth, constant learning, and dynamic challenges, then you’ll find that amazing career opportunities are knocking.
No matter who you are, Wayfair is a place you can call home. We’re a community of innovators, risk-takers, and trailblazers who celebrate our differences, and know that our unique perspectives make us stronger, smarter, and well-positioned for success. We value and rely on the collective voices of our employees, customers, community, and suppliers to help guide us as we build a better Wayfair – and world – for all. Every voice, every perspective matters. That’s why we’re proud to be an equal opportunity employer. We do not discriminate on the basis of race, color, ethnicity, ancestry, religion, sex, national origin, sexual orientation, age, citizenship status, marital status, disability, gender identity, gender expression, veteran status, or genetic information.