ABOUT THE BRAND:
Callaway Golf is the leading manufacturer of premium golf clubs, balls, performance gear and accessories worldwide. Through an unwavering commitment to innovation, we push the limits of performance and create demonstrably superior products designed to make every golfer a better golfer.
Our company is a blend of experience and diverse backgrounds, and together we look to move the game forward, and we want top-notch people to join us in that mission!
By joining Callaway Golf, you also join part of the portfolio of brands within Topgolf Callaway Brands, an unrivaled tech-enabled Modern Golf and active lifestyle company delivering leading golf equipment, apparel, and entertainment, with a portfolio of global brands including Topgolf, Callaway Golf, TravisMathew, Toptracer, Odyssey, OGIO, Jack Wolfskin, and World Golf Tour (“WGT”). “Modern Golf” is the dynamic and inclusive ecosystem that includes both on-course and off-course golf. For more information, please visit https://www.topgolfcallawaybrands.com
JOB OVERVIEW
The Manager, IT Service Desk is responsible for providing efficient, timely, and high-quality support to end-users of Topgolf Callaway Brands information systems through the leadership of the Service Desk and Desk Side teams. These teams handle issues across a wide variety of systems and services that include critical functions like security, availability, and productivity. This role is also responsible for mentoring, managing, and elevating the skillset of the analysts on the teams while developing long term strategies to optimize performance, thus improving the customer support experience.
KEY RESPONSIBILITIES
This position has three primary areas of responsibility:
Management, leadership, and mentorship of the IT service desk and deskside teams
Create and track metrics to evaluate performance and drive the teams to exceed defined SLAs
Builds close relationships with business leaders and stakeholders to foster a true partnership with the business
ROLES AND RESPONSIBILITIES
Lead, manage and direct the overall IT service desk and deskside teams
Monitor and drive the IT support desk team's efficiency and quality of work through KPIs/metrics
Provide visibility, collaboration, and KPIs/metrics to business leaders and senior IT management
Prioritize resources and projects in support of business values and key business objectives
Mentor the IT teams to foster growth and provide continuous development of the teams
Act as a business liaison by listening, understanding, and connecting with business leaders
Fosters empathy and understanding with the business, creating an improved support team perception
Consistently demonstrate professional and superior customer service and interpersonal skills
Lead weekly ticket review meetings and follow-up on outstanding service incidents
Cooperate with internal and external partners as needed to provide for exceptional daily IT support
Act as an active change agent within the organization, challenging the team to improve and excel
Identify and resolve inefficiencies and issues in processes and tools used for IT support
Define roles and responsibilities for members of the support ecosystem, including users and service owners
Adjust processes and timelines to ensure high quality technical support is consistently delivered
Provide great communication and promptly respond to user inquires, escalations and requests
Investigate and integrate new technologies and automation to improve overall service delivery
Provide technical support and trouble resolution of escalated incoming tickets for tiers L2/L3
Update existing documentation as needed, create standard operating procedures and support KBs
Partner with third-party hardware, software, or support vendors as needed to resolve technical incidents
Review all escalated tickets to ensure an exceptional level of support to our user community
Manage tickets via the Jira support dashboard to ensure that SLAs and deadlines are met
Maintain and enhance knowledge of our business and industry
Perform all other duties as assigned by the Manager or Director
TECHNICAL COMPETENCIES (Knowledge, Skills & Abilities)
Highly proficient in Microsoft Windows 10 and 11 desktop OS, Microsoft Office 365 and Intune
Proficient in Mac/OS X and iOS operating systems, devices and services
Proficient with Active Directory, Azure AD and Microsoft Windows on-prem domains
Working knowledge of scripting (PowerShell/VB Script/Bash/Python, etc.)
Able to install, setup, configure, troubleshoot, and optimize basic to complex systems and components
Ability to lead, manage, and mentor multiple teams
Ability to work effectively and collaboratively with cross-functional teams and stakeholders
Strong written and verbal communication skills plus acute customer service skills
Working knowledge of Microsoft network enterprise system computer environments
Working knowledge of ERP technologies and platforms – SAP preferred
Able to recognize, understand, and troubleshoot system performance warnings, alerts, and errors
Working knowledge of Jira Service Management or other relevant ticketing system
Ability to work well under pressure and in a fast-paced, results-oriented, team environment
Strong organizational skills, punctuality, and the ability to prioritize multiple tasks effectively
Strong logic, problem-solving, math and project management skills along with specific attention to detail
EDUCATION AND EXPERIENCE
Bachelor’s degree in information technology or equivalent technical training and experience preferred
Minimum of 7 years’ corporate experience in related Help Desk management or supervisory roles
Minimum 3 years’ managing an IT team providing delivery and day-to-day end user support
#LI-EH1
DE&I and EEOC:
Inclusion & Diversity: As a purpose-led, performance driven company, we strive to foster a culture of belonging based on respect, connection, openness and authenticity. We are committed to building and maintaining a workplace that celebrates the diversity of our associates, supporting them to bring their authentic selves to work every day.
If your experience is close to what we’re looking for, please consider applying. Experience comes in many forms, skills are transferable, and passion goes a long way. We know that diverse backgrounds and experiences make for the best problem-solving and creative thinking, which is why we’re dedicated to adding new perspectives to the team and encourage everyone to apply. We look forward to learning more about you.
ARE YOU READY TO MAKE THE TURN? APPLY TODAY!
112,100.00 - 140,000.00 - 167,900.00 USD Annual