At Tailored Brands, we help people love the way they look and feel for their most important moments. Our Technology team loves the way they feel and thrive at work, with:

• Flexible work opportunities, including remote and hybrid options,
• Small, empowered teams that have fun delivering real value for our customers,
• And a culture that values a 50-year legacy while eagerly embracing the future 

Want to be part of this? We currently have an exciting opportunity for Senior Service Desk Specialist II to join our Tailored Technology team. Under general supervision, the Senior Service Desk Analyst is responsible for performing and planning tasks and projects related to computer system administration, analysis, documentation, and support.

What you’ll do

• Review Service Desk Incidents before escalating to support teams
• Contributes to creating a positive and professional work environment (role model)
• Demonstrates proficiency and understanding of all supported business lines 
• Installs, configures, administers, maintains, and troubleshoots a wide range of computer systems and hardware
• Identify Incident trends and share them with Service Desk Management
• Participate in Critical Incident support calls
• Maintains up-to-date knowledge and expertise in the operation of standard systems and components (subject matter expert)
• Provides instruction, as needed, on the use of equipment and software to Service Desk Analyst
• Participate in facilitating new hire training 
• Facilitate developmental training for existing tenured analysts
• Identifying coaching opportunities for the Service Desk Staff 
• Identifying Knowledge Management gaps or opportunities to improve current knowledge articles
• Responds to service escalations
• Establishes and maintains cooperative working relationships and an effective system of communication within the organization
• Performs ServiceNow Administration activities
• Performs other duties as assigned

What you’ll bring

• High School diploma or equivalent required; Associate's degree or accredited technical school training in related field preferred
• 4 years’ experience in a help desk support environment required
• An ability and desire to be part of a great team 
• Retail industry experience is a plus
• Hardware and software troubleshooting skills with emphasis on Windows operating systems and iOS devices
• Understanding of servers, virtual drives, and directory structures
• Understanding of network, VPN, and remote access 
• Ability to work well with minimum supervision and proactively follow up on outstanding issues/Incidents
• Ability to ask appropriate and meaningful questions to gain a clear understanding of technical issues and determine the most appropriate course of action and level of urgency
• Ability to handle multiple projects with shifting priorities and frequent interruptions effectively
• Excellent interpersonal, written, and verbal communication skills, with the ability to effectively communicate with individuals at all levels within the organization
• Proficient use of Microsoft Office programs including Word, Outlook, and Excel
• Proficient in ServiceNow Administration
• Ability to work well under pressure in a fast-paced and deadline-oriented environment
• Demonstrated collaborative skills and ability to work well within a team
• Strong analytical, prioritization, and problem-solving abilities
• Demonstrated interest in technology and desire to learn
• Flexibility to work nights, weekends, holidays
• Authorized to work for any employer in the United States
• Ability to pass a thorough background check

If you see yourself in this role, but fall short in any areas above, apply anyway! We love to invest in our team members!

The Best Kept Secret in Retail

Tailored Brands is North America’s leading specialty retailer of menswear, famous for world-class customer service and unique offerings like tailoring and custom suits. We are best known by our brands, including Men’s Wearhouse, Jos. A. Bank, K&G Fashion Superstore, and Moores Clothing for Men in Canada.

We are emerging from the pandemic with incredible momentum. We own a unique and special market segment experiencing record-level demand. This has inspired our 3-year journey to become Legendary; an exciting strategy that leans heavily upon a strong technological foundation.

With over 1,000 stores across the US and Canada, 15,000 employees, and over 35 million customers, we’re the perfect size! Large enough to demand leading-edge enterprise-worthy technology, but small enough to move quickly and empower our teams with significant scope & autonomy.

Apply now to power your career journey to Legendary!

Benefits

We offer a generous package of health, financial, professional, and work-life benefits. Benefits typically include:

• Medical, prescription, dental, vision, savings accounts, wellbeing program, life/disability, commuter, accidental insurance, legal services, 401k.
• Bereavement, paid holidays, floating holidays, vacation pay, sick leave, adoption assistance, employee discounts and so much more! 

Work Environment, Physical & Mental Demands 

• Ability to sit and work at a computer keyboard for extended periods of time
• Ability to stoop, kneel, bend at the waist, and reach daily
• Able to lift and move up to 25 pounds occasionally
• Must utilize visual acuity, speech and hearing, hand and eye coordination and manual dexterity necessary to operate a computer and office equipment
• Hours regularly 40 hours per week. The work week is Monday – Friday.
  • From a hybrid office location near Houston Corporate Office

Note: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed are representative of the knowledge, skill, and/or ability required and are not intended to be an exhaustive list of all duties, responsibilities or qualifications associated with this job.