Manager, IT Services

Who are we and what do we do?

Edible Arrangements® is a leader in the gifting category with delicious, hand-crafted offerings which we’ve expanded to a range of gifts and treats for every moment including our new treat business, Incredible Edibles®. From our signature Edible Arrangements® Fruit Bouquets, Dipped Fruit® boxes, fresh fruit smoothies and more, Edible’s exceptionally crafted gifts and treats continue to fill the world with goodness. 

Through Edible’s 1,000 independently owned franchise locations, the mission of the brand - no matter how big it gets - is to WOW you with every piece of fruit that’s dipped, box that’s filled or arrangement that’s hand-delivered. 

Through all of our incredible years, we’ve remained committed to our 5Ps:

• Our promise–To WOW each and every customer.
• Our products–Natural, novel and delicious.
• Our places–Stores, vans and edible.com.
• Our People–Both our corporate and in-store employees.
• Our purpose–To celebrate what’s good in life. 

Purpose & Impact:

At edible, the Manager of IT Services plays a pivotal role in creating extraordinary experiences not just for our clients, but for our internal team members as well. In this position, you will be at the forefront of blending technology with human touch, ensuring that every interaction with our IT support is a "WOW" moment.

Your mission is to revolutionize the way we deliver IT services, making each support interaction not just a resolution of a technical issue but a delightful and memorable experience. You'll lead a dynamic team responsible for managing helpdesk technologies, overseeing inventory and procurement, and customizing equipment personas. But more than that, you will be the face of the IT organization internally, setting the standard for excellence and innovation.

This role goes beyond traditional IT management. It's about inspiring your team to deliver service that surprises and delights, mirroring the exceptional experiences we strive to provide our guests. You will be instrumental in developing and refining processes that not only solve technical challenges but also contribute positively to the company culture.

Join us at edible, where your leadership in IT services can transform everyday support interactions into extraordinary experiences. Let's drive innovation and make an impactful difference, both within our organization and in the lives of those we serve. Embrace this opportunity to WOW our employees just as we WOW our guests, and become a key contributor to our ongoing success.

Location Requirements: 

This position is based out of our home office in Sandy Springs, GA. You will work onsite in our offices, with work from home flexibility one day a week.

What that looks like day to day:

• Oversee team operations, ensuring effective management and support.
• Conduct training and mentor team members for skills improvement.
• Track team performance and develop feedback reports for management.
• Communicate with employees, providing both in-person and phone support.
• Troubleshoot and resolve technical issues efficiently.
• Handle escalated tickets and ensure timely resolution of complex issues.
• Recommend strategies to enhance operational efficiency and service quality.
• Set and maintain high standards of customer service.
• Work closely with other departments to improve support processes and tools.
• Gather and utilize customer feedback for continuous service improvement.

Required Experience:

• Bachelor’s degree in computer science, Information Technology, or a related field.
• 3-6 years of experience in a service desk and management role.
• You demonstrate strong interpersonal and communication skills through the interview process.

About you: 

• You have a strong enthusiasm for using technology to create outstanding experiences for both clients and team members.
• Your expertise includes managing helpdesk operations, overseeing technology support, and ensuring effective problem resolution.
• You are experienced in leading IT teams, providing guidance, and fostering a collaborative and productive work environment.
• Your focus is on delivering high-quality customer service, ensuring every interaction is a positive and memorable experience.
• You possess a solid technical background with hands-on experience in helpdesk and remote control software.
• You have a knack for tackling technical challenges with innovative solutions and a problem-solving attitude.
• You are adept at conveying technical concepts in a clear and understandable manner to both technical and non-technical stakeholders.
• You are capable of making strategic decisions that enhance the efficiency and effectiveness of IT services.
• You are always looking for ways to improve processes and service delivery, ensuring alignment with the organization's goals.

What We Offer: 

• Onsite work environment with work from home flexibility, fostering collaboration and relationship building with peers, cross-functional partners and leadership
• The stability and resources of an industry-leading company successfully operating for 25 years, with the agility and innovation of a startup, allowing you to make a significant impact and shape our future. 
• Growth & Development – Each team member has visible and immediate impact on the business, offering abundant opportunities for personal and professional growth as we scale in size and sophistication 
• Healthcare plans that include health/dental/vision insurance, 401K Plan, company paid life insurance and short-term disability, flexible spending account options and more 
• Paid time off, including sick days & holidays to support work life balance 

We are proud to be an EEO/AA employer. Applicants for employment are considered without regard to race, creed, color, religion, sex, sexual orientation, marital status, national origin, age, and disability, status as a veteran, Vietnam Era Veteran, or being a member of the Reserves or National Guard.