IT Manager I, (Client Services)

Our values start with our people, join a team that values you!

We are the nation’s largest off-price retailer with over 2,000 stores, and a strong track record of success and growth. Our focus has always been bringing our customers a constant stream of high-quality brands and on-trend merchandise at extraordinary savings. All while providing a fun and exciting treasure hunt experience.
As part of our team, you will experience:

• Success. Our winning team pursues excellence while learning and evolving
• Career growth. We develop industry leading talent because Ross grows when our people grow
• Teamwork. We work together to solve the hard problems and find the right solution
• Our commitment to Diversity, Equity & Inclusion, and our community. We celebrate the backgrounds, identities, and ideas of those who work and shop with us because our differences make us stronger. We strive to be a positive force in our community.

Our Corporate headquarters are in Dublin, CA, we have 3 buying offices in key markets in New York City, Los Angeles, and Boston, and 8 distribution centers nationwide. With 2023 revenues of $20.4 billion, we are a Fortune 500 company who is committed to providing an inclusive work environment with continuous learning opportunities and development for our teams.

GENERAL PURPOSE:
The IT Manager (Client Services) is responsible for managing the day-to-day deployment and support of capabilities that enable our users to be effective while working in a hybrid environment. The role will also be responsible for projects to deploy or refresh these same capabilities.

Specifically, this candidate will have experience implementing, supporting, and troubleshooting Cisco video conferencing equipment, Microsoft o365 capabilities, Dell and Lenovo laptops and Apple iPhones and Macbooks.

The successful candidate must clearly understand the role of the Client Services Manager to support retail business processes and have demonstrated success with their executive level customer service skills. The individual must also be versed in the technology field, possess good analytical and time management skills.

The base salary range for this role is $106,700 - $182,000. The base salary range is dependent on factors including, but not limited to, experience, skills, qualifications, relevant education, certifications, seniority, and location. The range listed is just one component of the total compensation package for employees. Other rewards vary by position and location.

ESSENTIAL FUNCTIONS:

• Manages a team to support a variety of user devices and video conference equipment

• Develops and maintains standard operating procedures for training purposes and daily functions

• Works closely with direct leadership to assist with developing project plans for refresh of devices as needed

• Able to prioritize tickets and take appropriate action to address issues in the specific area and support other areas of IT

• Provides quick responses to executive level customer concerns and provide feedback to leadership

• Participates in Business Continuity planning for the Buying Offices and yearly Disaster Recovery activities

COMPETENCIES:
People

• Building Effective Teams (for managers of People and Projects)

• Developing Talent (for managers of people only, N/A for this role/level)

• Collaboration
Self

• Leading by Example

• Communicates Effectively

• Ensures Accountability and Execution

• Manages Conflict
Business

• Business Acumen

• Plans, Aligns and Prioritizes

• Organizational Agility
With particular emphasis on the following specific position-related competencies:

• Building Effective Teams

• Collaboration

• Developing Talent

• Ensures Accountability and Execution

QUALIFICATIONS AND SPECIAL SKILLS REQUIRED:

• At least 6-8 years IT experience with progressive leadership responsibility and influence.

• Proficient with change control, SDLC processes, and project management.

• Excellent written and verbal communication; must be able to effectively communicate technical solutions to senior management

• Strong analytical ability, business acumen, judgment, and problem-solving skills

• Ability to travel and work with teams which are geographically distributed

• Undergraduate degree in information systems, computer science, or a related technical discipline, or equivalent work experience.

• Project management experience a plus

PHYSICAL REQUIREMENTS/ADA:
This position requires the ability to work in an office environment, including using a computer, attending meetings, working as part of a team, and the ability to communicate with team members and others. Regular attendance also is a requirement of the position.
Must be able to work nights or weekends as necessary to accommodate production change with minimal impact to the business.
This role requires full-time in-office presence, including attending in-person team interaction, meetings and collaboration, client support, mentoring, coaching, and/or feedback.

SUPERVISORY RESPONSIBILITIES:
Lead, Systems Administration
Tech Coordinator

DISCLAIMER:
This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at management's discretion.

Ross is an equal employment opportunity employer. We consider individuals for employment or promotion according to their skills, abilities and experience. We believe that it is an essential part of the Company's overall commitment to attract, hire and develop a strong, talented and diverse workforce. Ross is committed to complying with all applicable laws prohibiting discrimination based on race, color, religious creed, age, national origin, ancestry, physical, mental or developmental disability, sex (which includes pregnancy, childbirth, breastfeeding and medical conditions related to pregnancy, childbirth or breastfeeding), veteran status, military status, marital or registered domestic partnership status, medical condition (including cancer or genetic characteristics), genetic information, gender, gender identity, gender expression, sexual orientation, as well as any other category protected by federal, state or local laws.