Enterprise Tech Support Leader, Customer-Obsessed

Les Schwab Tire Centers; Bend (OR); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Competitive compensation

Profit sharing bonus

Retirement plan

Medical insurance

Dental insurance

Vision insurance

Paid time off

Life insurance

Disability insurance

Job summary

Les Schwab Tire Centers seeks a Manager of Enterprise Technical Support to lead a four-pillar support organization (Help Desk, NOC, Field Services, End Point Support) and elevate service delivery across the enterprise.

This role drives strategy and execution, ensuring high availability, proactive monitoring, strong vendor partnerships, and ITIL‑compliant governance while guiding budget, metrics, and a culture of world‑class customer service.

Qualifications

• Bachelor’s degree in IT, CS, Business or related field.
• ITIL v3/v4 Foundation certification preferred; higher ITIL certifications desirable.
• Demonstrated passion for enterprise support and world-class customer service drives organizational success.

Responsibilities

• Lead and mentor a multi-tier support organization with customer empathy and performance metrics (CSAT, FCR, SLA).
• Own end-to-end IT support ecosystem ensuring high availability, 24/7 monitoring, rapid ticket processing, and knowledge-base utilization.
• Build strategic partnerships with stakeholders; manage vendor relationships and 2–3 year roadmaps.
• Enforce ITIL incident, request, problem, and change processes; oversee budget planning and financial stewardship.

Skills

ITIL frameworks

ITSM tools

Device management

Monitoring tools

Networking basics

Desktop/mobile tech

AI technologies

Executive communication

Customer empathy

Vendor relations

Education

Bachelor's degree in Information Technology or related field

ITIL Foundation certification

Tools

ServiceNow

Jira Service Management

Freshservice

Microsoft Intune

Jamf

Datadog

SolarWinds

Splunk

Job description

Les Schwab Tire Centers seeks a Manager of Enterprise Technical Support to lead a four-pillar support organization (Help Desk, NOC, Field Services, End Point Support) and elevate service delivery across the enterprise.

This role drives strategy and execution, ensuring high availability, proactive monitoring, strong vendor partnerships, and ITIL‑compliant governance while guiding budget, metrics, and a culture of world‑class customer service.