At RAA, we trust and believe in our associates to fashion their future.

A global powerhouse with over 100 years of expertise, Randa Apparel & Accessories (RAA) is one of the world’s leading apparel and lifestyle accessories companies, operating a portfolio of 30 brands across all channels of distribution. RAA produces exceptional products and services, delights our customers, and makes our partners successful. We empower our associates, create growth opportunities at every level, and strive to make RAA the best place to build a career.

Want to work at a diverse, equitable, & inclusive workspace where associates are encouraged to bring their true, authentic selves? 

Apply today and fashion your future with RAA. 

Position Summary:

The IT Service Desk Manager is responsible for managing the daily operations of the Service Desk, managing the End User Computing/Service Desk team, representing the team to stakeholders, driving continuous improvement, and maintaining high levels of customer service/execution. The IT Service Desk Manager must have a varied set of skills, from knowledge of relevant technical standards to the ability to inspire and motivate a team, which is necessary to carry out effectively the many responsibilities of a service desk and support team. The first and primary responsibility of the IT Service Desk Manager is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of an IT Service Desk Manager and what all other responsibilities are centered around. The IT Service Desk Manager is responsible for ensuring that the End User Computing/Service Desk addresses, resolves, and escalates all incidents in a timely manner providing the best customer experience to our stakeholders.

Essential Job Functions:

• Manage and provide leadership in the day-to-day End User Computing/Service Desk operations and ensure SLAs are being met.
• Coaches and mentors System Administrators and Service Desk agents; assesses and records their performance to promote professional growth. Responsible for IT Technician evaluations.
• Act as the escalation point for difficult calls or tickets escalated by the IT Service Desk team.
• Act as a liaison to other technology teams on behalf of the End User Computing/Service Desk team.
• Work directly with the VP of IT Infrastructure and Operations in the development, integration, direction, and improvements of ITSM for the Service Desk function.
• Development of IT Support and Service Desk metrics, using ServiceNow, PowerBI and Excel.
• Collaborate on various projects that aid in driving continuous support improvement.
• Document consistent processes and procedures for first-time resolution tickets.
• Facilitate Service Desk training and awareness sessions.
• Hold regular workload management meetings with the IT End User Computing/Service Desk team to ensure tickets are being routed appropriately and that the team is meeting its objectives.
• Provides leadership to the End User Computing/Service Desk team; creating the overall direction of the team and implementing strategy through strong communication that includes a plan of action, clear expectations, and accountability.
• Sets the highest standard for customer service and fosters excellent and timely communications amongst team members and with customers.
• Study data metrics reports and recommend improvements to meet and exceed support team goals.
• Responsible for staffing and ensuring skill levels are maintained throughout operational hours.
• Provides day-to-day coaching and development of our Service Desk L1, L2, and L3 Support staff. 
• Ensure that the team achieves specific performance metrics via goals and established KPI’s.

Education/License Requirements:

• Bachelor’s Degree or equivalent work experience

General Experience Requirements:

• 3 - 5 years of prior leadership experience
• 5 years of prior application support experience (customer service/call center)
• 5 years of prior desktop support experience (PC/Mac)

Minimum Qualifications: 

• Excellent knowledge of ServiceNow, Microsoft Office Suite, O365, VoIP telecommunications, and Active Directory
• Excellent problem-solving skills
• Excellent time management skills
• Exceptional customer service skills
• Excellent verbal and written communication skills.
• Self-managed, motivated, and a team-oriented
• Ability to multi-task in a fast-paced, fluid work environment
• Ability to follow tasks through to their completion with a high degree of accuracy and quality

What we Offer:

• Competitive base salary.
• Hybrid work schedule.
• Three weeks of paid time off within the first year of employment.
• Company provided life insurance, short-term disability, long-term disability, and paid parental leave. 
• Health, vision, and dental insurance options with low employee contributions.
• Commuter benefit plan.
• Optional supplemental life insurance, pet insurance, and accident & critical illness insurance offered at a group discount rate. 
• 401(k). 
• Unlimited access to our award-winning online fitness, and wellness program.
• A great place to work, fast-paced, with terrific career growth.