Manager, Enterprise Technical Support
Les Schwab Tire Centers
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Benefits offered by this job
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
Education
Tools
Job description
The Manager of Enterprise Technical Support is a high-impact, customer-obsessed technology leader responsible for directing the multi-disciplinary operational support teams that keep our enterprise technology functioning. This role provides strategic and tactical oversight for four distinct vital support pillars: the Help Desk, the Network Operations Center (NOC), Field Services, and End Point Support. The manager shifts the traditional IT support mindset into a world-class service delivery engine, ensuring users experience seamless, empathetic, and rapid resolution to their technology challenges. Versed in technology support frameworks (e.g., ITIL), the manager instills a culture of accountability, service, operational metrics, and technical excellence across diverse support modalities—from phone-based triage to hands-on hardware remediation and proactive infrastructure monitoring.
- 40% - Customer-Centric Leadership, Coaching & High Performance Accountability: Lead, mentor, and inspire a diverse, multi-tiered support organization, fostering a culture of profound customer empathy and absolute commitment to world‑class customer service (WCCS). Recruit top-tier technical talent, define explicit performance standards and metrics (e.g., CSAT, First Contact Resolution, SLA compliance), conduct coaching and career progression planning, and drive cross‑training strategies across Help Desk, NOC, Field Services, and End Point teams.
- 25% - Product Execution, Agile Delivery & Driving Results: Own the end-to-end IT support ecosystem, ensuring high availability, continuous delivery, and operational excellence. Ensure efficient tier‑1 triage, robust knowledge‑base utilization, 24/7/365 infrastructure monitoring, rapid ticket processing, coordinated field services dispatch, and standardization of enterprise device management.
- 20% - Strategic Business Partnerships & Vendor Relations: Build collaborative, trust‑based partnerships with key stakeholders; own and communicate a 2–3 year roadmap, align support services with enterprise growth, manage relationships with external hardware, software, and MSP vendors, and partner with cybersecurity and platform infrastructure teams to guarantee compliance and security standards.
- 15% - Process Maturity & Incident Command: Champion and enforce standardized ITIL frameworks for Incident, Request, Problem, and Change Management; lead post‑incident reviews and root‑cause analyses; oversee enterprise support budget planning and financial stewardship.
- Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a closely related technical field (or equivalent practical technical management experience).
- 6+ years of progressive professional experience managing technical support operations within a medium‑to‑large scale enterprise environment, including concurrent leadership of multiple support teams.
- ITIL v3 or v4 Foundation certification is preferred; higher‑level ITIL certifications (Managing Professional / Strategic Leader) are highly desirable.
- Demonstrated passion for enterprise support and a strong belief that world‑class customer service drives organizational success.
- Advanced proficiency in modern ITSM ticketing suites (e.g., ServiceNow, Jira Service Management, Freshservice) and the ability to leverage these systems to meet enterprise support needs.
- Advanced understanding of diverse support mechanisms (chat, telecom, self‑service, automated/scripted, AI) and when to deploy them.
- Strong knowledge of enterprise support platforms, endpoint architectures, automated software distribution, and mobile device management tools such as Microsoft Intune and Jamf.
- Familiarity with centralized monitoring, logging, and infrastructure alerting tools (e.g., Datadog, SolarWinds, Splunk).
- Infrastructure literacy covering fundamental networking topologies (LAN/WAN, SD‑WAN, switches, firewalls, network cabling) to guide escalations and ensure standards compliance.
- Advanced understanding of desktop and mobile technologies, collaboration tools, and high proficiency with AI technologies.
- Fanatical advocacy, superior emotional intelligence, and a natural enablement mindset, capable of transforming high‑stress user frustrations into positive customer interactions.
- Executive presentation skills with the ability to translate complex technical outages and root causes into concise, business‑impact summaries for non‑technical leadership.
- Results‑oriented execution with a bias for action, clear communication, and accountability for high‑quality, timely deliverables.
- Superior analytical and decision‑making skills, learning agility, and the ability to map emerging system capabilities to strategic business objectives.
- Exceptional verbal and written communication skills, capable of presenting complex technical topics in a clear, relatable manner to business partners and auditors.
- Adherence to Les Schwab’s core values and a commitment to treating internal stakeholders as strategic partners and valued customers.
- Collaborative team member, building high‑performing relationships across organizational departments and boundaries.
Primarily desktop position; regularly required to sit, occasionally required to stand and walk. Requires frequent and repetitive use of hands and fingers to operate computer equipment and the ability to lift no more than 10 pounds.
Office, non‑manual work; the worker is not substantially exposed to adverse environmental conditions. The worker must be available for urgent issues that require coordination or escalation (e.g., payroll processing failures, system outages during a financial close). Urgent‑availability needs are rare but the worker is expected to comply when they occur, including work outside of regular hours and/or supporting teams performing off‑hours work remotely or in person.
- Competitive compensation
- Profit sharing bonus
- Retirement plan funded by Les Schwab Company paid training
- Medical, Dental, and Vision insurance
- Vacation & holiday pay
- Life insurance
- Short- and long-term disability
Les Schwab is an equal‑opportunity employer. If you need a reasonable accommodation to complete this application, please contact the manager at the location where you are applying. Privacy Policy Terms of Use Transparency in Supply Chains Act Accessibility
Employment remains "AT WILL" at all times and may be changed or additional duties may be assigned as necessary.
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