PCS Wireless is the global leader in the secondary market for connected devices. PCS

Wireless partners with OEMs, operators, and retailers to unlock value in their and their

customers’ devices. We specialize in the responsible redistribution of new and pre-owned

phones, tablets, accessories, and other wireless equipment. PCS Wireless’ partners

leverage our Asset Recovery, Trade-In, Device Processing and Device Diagnostics

services to sustainably improve their bottom line.

Founded in 2001, our team, through entrepreneurial spirit and a can-do attitude, takes on

challenges with grit and excitement. We are a community that welcomes challenges and

diversity of opinion, always expressed with respect.

If you are looking to be part of a human company, where you can deploy your energy to

help implement extraordinary growth, where you can feel part of a team focused in

developing a business that is connecting people and maybe making the world a little better

place, then come join us as we grow into the next phase of PCS Wireless.

The Head of Global Support & IT Coordination is a key leadership role responsible for managing and directing technical support, including technician support level 1 and support level 2, across the organization's global operations. This role plays a pivotal role in ensuring the efficient functioning of IT systems and delivering high-quality support to end-users and stakeholders. Additionally, the Director will oversee IT support for all global offices and warehouses, ensuring synchronization of Standard Operating Procedures (SOPs) across locations, monitoring SLAs and response times, providing 24/7 user support availability, and escalating unresolved issues to developer or level 3 support. The director will also be responsible for ensuring that local support supervisors adhere to established processes.

Key Responsibilities:

• Leadership and Strategy:
  • Work with senior management to develop and execute a strategic vision for global technical support and IT coordination in line with the organization's objectives.
  • Establish and enforce support and IT policies, procedures, and guidelines to optimize efficiency and user satisfaction.
• Team Management:
  • Lead and mentor a team of support technicians, including level 1 and level 2 support staff, fostering professional growth and maintaining high-performance standards.
  • Cultivate a culture of excellence, continuous improvement, and customer-centricity within the support organization.
• IT Coordination:
  • Coordinate IT initiatives, projects, and resources across departments and locations to align with organizational objectives.
  • Collaborate with IT teams to implement and maintain IT infrastructure, systems, and applications.
• Process Enhancement:
  • Continuously assess and enhance support and IT processes to improve efficiency, reduce downtime, and enhance user satisfaction.
    • Implement best practices and industry standards to optimize technical support operations.
  • Budget Oversight:
    • Assist in developing and managing the budget for the support and IT coordination department, ensuring cost-effectiveness and resource allocation align with organizational priorities.
  • Vendor Relations:
    • Collaborate with vendors and third-party service providers to ensure the delivery of high-quality services and products.
    • Participate in contract negotiations and service-level agreement discussions with vendors when necessary.
  • Security and Compliance Focus:
    • Maintain a strong emphasis on cybersecurity and compliance, ensuring all IT systems and support activities adhere to industry standards and regulations.

Qualifications:

• A minimum of 5 years of experience in IT management and technical support, demonstrating leadership and team management skills
• Strong knowledge of IT infrastructure, systems, and software applications.
• Exceptional communication and interpersonal skills.
• Excellent problem-solving and analytical abilities.
• Proficiency in project management and familiarity with IT service management (ITSM) frameworks such as ITIL.
• Knowledge of industry standards, compliance, and cybersecurity best practices.
• Vendor management and negotiation expertise.
• Ability to thrive in a dynamic, global work environment.