We inspire purpose-filled living that brings beauty and quality to the modern home. Together, we achieve. Associates across our business drive results, innovate, and inspire. Drawn together by our shared values and passion for our customers and our brands, we deliver home furnishings that are expertly designed, responsibly sourced, and bring timeless style and function to people’s homes. From the day we opened our first store in Chicago in 1962 to the digital innovations that engage millions of customers today, our iconic brand is over 60 years in the making—and our story is still unfolding.

We’re here for it. We think you should be too. We’re looking for a driven professional with an inclusive mindset to join our team as a Service Desk, Manager...

This is an on-site position (Monday through Thursday) based out of our Northbrook, IL offices with the flexibility to work remotely on Fridays.

The Technology Service and Operations Desk acts as the first point of contact for all technology operations across the organization. This team provides initial levels of technical support for associates and systems with an aim to own and resolve issues with minimal touch time and minimal downtime. The supervisor ensures that operations are conducted appropriately on a day to day basis.

A day in the life as a Service Desk, Manager...

• Create, communicate and recommend changes to the Service Desk staffing schedules. 
• Monitor the service desk and operations queues and monitoring systems to ensure adequate coverage and appropriate response.
• Observe and coach associates to ensure quality support is provided. Provide reviews and action formal performance management steps where appropriate.
• Act as the first point of contact for management escalation for incidents and work orders.
• Identify skill gaps and provide management reports that identify training opportunities.
• Review daily, weekly, and monthly reports for level 1-3 support teams and ensure that all service level initiatives are being met.  
• Managed internal and self-service knowledgebase(s) and ensure data is up to date and accurate.
• Act as incident management process owner and drive ITIL process discipline across the organization.
• Work with manager, partner teams, and tools and automation engineer to identify opportunity areas and ensure follow up/improvements are driven to closure. Own the creation and upkeep of a problem management process
• Ensure incidents are escalated to technical owners and leadership for visibility. Ensure these are driven to closure in appropriate timeframes.
• Gather information for key business stakeholders on a regular basis to provide incident reporting, trend analysis, and continuous improvement activities. 
• Provide backup support for other leaders or personal across the team.

What you'll bring table...

• ITIL Foundations Certification preferredStrong familiarity with key ITIL disciplines (Incident, Problem, Change) and service management platforms (e.g. Remedy, ServiceNow)
• Strong communication skills; ability to effectively interact with all stakeholders including leadership
• Experience in a supervisory or leadership capacity
• Familiarity with metrics and reporting
• Working knowledge of troubleshooting end user problems, managing system alerts, and providing system and network administration
• Knowledge of security best practices and risk landscape
• Analytical mindset with the ability to review data, determine outcomes and drive systemic improvement across the environment
• Good reading, written and verbal language skills (English)

We’d love to hear from you if you have…

• Bachelor degree in a technical field preferred, or equivalent work experience
• Minimum of 2 years previous experience managing a Service Desk or NOC team in a medium to large size business (retail experience a plus)
• Strong experience with ITIL or formal operations management practices

Minimum Starting Rate: $110,400.00 Annually

Up to: $138,000.00 Annually

Pay ranges will be adjusted upward as needed to comply with applicable state and local law. In addition to your salary, based on your role, associates may be eligible for other compensation including bonuses, sales incentives, and long term incentives.