Build a better career with MSC.

Serving customer and community starts with the very best people doing their very best work. That is precisely what we have at MSC Industrial Supply Co., a leading North American distributor of metalworking and maintenance, repair, and operations (MRO) products and services. Watch HERE (https://youtu.be/VvCFDMQRyM8) to find out why you should work at MSC and join us as we continue to build a diverse and inclusive workplace.

Requisition ID :15711

Employment Type :Full Time

Job Category :Digital / IT

Work Location :Davidson, NC (CSC)

State or Province :North Carolina (US-NC)

Potential Work Location :United States : North Carolina : Davidson

Applicants must be authorized to work in the U.S. At this time, we are unable to sponsor or take over sponsorship of an employment Visa for this position. FULL TIME ON-SITE POSITION IN DAVIDSON, NC BRIEF POSITION SUMMARY:

MSC is seeking qualified candidates for the position of Manager, Digital Workplace Support specializing in end-user support services, including device management, asset management, support of video collaboration, and conference rooms. The Manager, Digital Workplace Support oversees the resolution of incidents, service requests, and problems associated with service failures or degradations related to hardware and software computing devices, including mobile equipment. This position will be responsible for developing procedures, establishing standards, and tracking all desktop and mobile devices work and projects.

DUTIES and RESPONSIBILITIES:

• Responsible for managing the Digital Workplace End-user device support team, including conducting 1:1s, providing mentorship and motivation, development, performance monitoring, and devising development and coaching plans.

• Manage the relationships with external partners obtained for 3rd party support for PC and Mobile deployment and configuration, IT services, and equipment.

• Oversee the purchasing, configuration, deployment, maintenance, and support of PC and mobile devices such as iPads, iPhones, Mobile scanners, and other End-User Devices.

• Manage telecom lifecycle including measuring, monitoring, and analyzing carrier and TEM vendor performance against established Service Level Agreements and Key Performance Indicators.

• Support enterprise video collaboration solutions and conference rooms.

• Reviews PC & Mobile device-related invoices for accuracy and confirmation of services or hardware received.

• Responsible for budget preparation, budget monitoring, and meeting budget targets.

• Create and update ITSM service catalog items and leverage automation where possible.

• Audit the existing IT landscape for the organization and provide innovative recommendations for improvements that support best practices for Mobile and PC support.

• Work closely with Enterprise Engineering and Application teams to test and approve new common client images and software being added to mobile devices and PCs.

• Provide 24x7 support to MSC associates and systems.

• Act as an escalation point for all requests and incidents including executive support

• Ensure the support team and 3rd party vendors are providing excellent customer service and take action to measure customer satisfaction, including tracking Service Levels AgreementsObjective’s success rates and reporting on results.

• Ensure operational policies/procedures are created, modified, documented, and followed to ensure the efficient operation of onboarding, and offboarding of associates.

• Actively and consistently recommend and support all efforts to improve, simplify, automate and enhance day-to-day operations and the associate experience.

• Review all 3rd party vendor contracts, carefully monitoring and staying familiar through the entire life cycle of these contracts, escalating and confirming adherence to contract terms.

• Develop and produce weekly and monthly reports highlighting team performance versus published KPI’s/SLA’s

• Performs all duties inherent in the role of MSC Manager as defined by the MSC Code of Conduct including hiring, termination, review, and development of associates.

• Fosters the MSC Culture in the department and throughout the company to ensure fulfillment of MSC’s vision and unity of purpose.

• Participation in special projects and perform additional duties as required.

  EDUCATION and EXPERIENCE:

• Bachelor’s degree in computer science or related discipline or equivalent experience is required.

• 5 years of experience with MDM platforms such as MobileIron MDM, TEM platforms, mobile carrier provisioning systems, and mobile carrier billing platform systems is essential.

• 5 years of related experience in mobility solution selection, design, integration, operation deployment, asset management, and cost control.

• 5 years of experience with Software Distribution, Active directory, Inventory, and Asset Tracking is required.

• Minimum of 3 years of experience managing associates is required.

• Knowledge of O365, Windows 10, and ServiceNow or other ITSM tools.

• Experience managing executive-level technical support.

  SKILLS:

• Mobile Wireless Billing Analyst experience is a plus.

• Telecom Expense Vendor Management experience required.

• Contract negotiation skills are preferred.

• Strong technical knowledge and skills in end-user support

• Mobile Device Endpoint Management Platform experience: Mobile Iron MDM preferred.

• Experience with laptops, desktops, thin/zero clients running desktop-as-a-service (DaaS), virtual desktop infrastructure, and associated peripheral devices hardware support

• Experience with vendor and contract management.

• Technical knowledge of various PC, laptop, tablet, and smartphone technologies (end-user devices) and knowledge about the industry’s leaders.

• Knowledge of IT Service Management and experience with ITIL processes helpful

  OTHER REQUIREMENTS:

• A valid driver’s license and the ability to travel up to 10% of the time may be required.

• This position may require access to International Traffic in Arms Regulations Information (“ITAR”) and/or Controlled Unclassified Information (“CUI”).

  Compensation starting at $93590 - $147070 depending on experience.

  The salary range represented is based on similar roles in comparable industries, and the cost of labor in respective cities. Actual compensation is based on the candidate’s relevant experience, education requirements and peer pay equity. The Company reserves the right to modify the range as market conditions change.

  Why MSC? People. Collaboration. Insight. That’s how you build something that works. Built on a foundation of trust, MSC works side by side with our customers to help them drive business results. With more than one million product offerings and 75+ years of experience across industries, MSC strives to help our customers achieve greater productivity, profitability, and growth through inventory management and other innovative supply chain solutions. We care about our associates and have programs in place to help our 6,500+ team members achieve their potential.

  When you join our team, you will receive rewards and recognition for your contributions, training and professional development opportunities, Associate Inclusion Circles: Women, Pride, Black, Veterans, HOLA and DisABLEd as well as a variety of benefits to support you and your family's health, well-being, and financial future. If you are inspired to learn, take risks, and succeed as a team, you can build a better career at MSC.

  Equal Opportunity Statement: At MSC, we are committed to providing an environment of mutual respect where equal employment opportunities are available to all qualified applicants and our associates without regard to race, color, religion, age, sex, national origin, disability, protected veteran status, sexual orientation, gender identity/expression or any category protected by applicable law. By applying to this job you agree to the Application and Acknowledgment Declaration terms. Click HERE (https://jobs.mscdirect.com/content/Acknowledgement/?locale=en_US&previewLink=true&referrerSave=false) to review.