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IT Support Manager

Location: Coppell
Posted on: May 28, 2023

Job Description:

Job Details


Job Location
BLU National Offices - Coppell, TX

Position Type
Full Time

Education Level
Bachelors Degree

Travel Percentage
Up to 25%

Job Shift

Job Category
Information Technology


Job Purpose

Barcel USA is looking for a IT Support Manager to join our growing technology team. The candidate must have professional experience in enterprise systems, device management, and complex support models. This position will serve as the ERP and WMS infrastructure architecture support sponsor, as well as other business critical systems. Must be proactive to find opportunities regarding device and process improvements. Responsible for maintaining support processes (40%), physical support (40%), and documentation (20%).

Organizational Culture

We are one community and strive to transform the business by leading change and providing insights for more transparency and open feedback to improve our operation. We seek to identify problems and participate in root cause analysis to reduce waste in processes. We are adapting new technologies to transcend our systems and use of data which will result in exceeding goals and executing opportunities.

Job Responsibilities

  • Provide leadership and coordination of support teams for field service technicians.
  • Ensure process compliance with business technology global standards and procedures.
  • Establish contact with business technology infrastructure and support teams.
  • Responsible for all hardware: computers, printers, Maximo devices, WMS devices, visitor check-in devices, hard phones, cellphones, timecl0cks, projectors, and all user hardware.
    • Ensure device equipment has proper peripherals and accessories.
    • Oversee device kits, requests, deployments, returns, recycles, field swaps, lost, stolen, broken, storage, tracking, and asset reporting.
    • Conduct recurring health checks for all equipment to include accessories.
    • Share weekly hardware reports to upper management to include available stock.
    • Leader for IT audits and on/off boarding processes for equipment.
    • Point of contact for MFP printers to include user support and troubleshooting.
    • Assess device condition and support the repair/upgrade processes.
    • Responsible for all of network: internet, phone services, security cameras, door securities, firewalls, and all the like.
      • Maintain servers, access, and applications related to the network.
      • Administrator for softphone applications to include seat management.
      • Project Manager for network related projects to include small network requests.
      • Conduct support meetings to manage ticket statuses and next steps for infrastructure and application support activities while maintaining SLA times according to business technology global standards.
      • Enterprise infrastructure and application architecture point of contact for systems such as ERP, WMS, OTM, and CRM.
        • Infrastructure Architecture support for Oracle systems and Web Reports.
        • Infrastructure Architecture support for WMS devices.
        • Apply required configurations on peripherals, devices, and applications defined by application support or project teams.
          • Responsible for RF image testing.
          • Administrator for all Adobe applications.
          • Coordinate training activities for Bitam, Adobe, softphones, reason codes, service now, and security systems.
          • Manage hardware and network vendor relationships to include procurement.
          • Collaborate with the Information Technology Administrator to ensure utmost support service and end user experience and perception.
          • Collaborate with department managers to ensure support requirements are met.
          • 15% - 20% travel required for local and out-of-state locations. Dispatch to locations as needed.
          • Any other tasks and responsibilities assigned by manager.


            • Bachelor's degree in technical field or comparable education and/or experience.
            • Strong proven experience of leadership skills with local and remote team members.
              • Mandatory understanding in operation processes, system flows, peripherals, hardware, network, and RF devices.
                • Ability to work with limited supervision showing creativity, innovation, self-motivation initiative, and professionalism.
                • Excellent verbal and written communication skills with the ability to communicate complex concepts and technical materials to nontechnical users.

Keywords: BARCEL USA LLC, Dallas , IT Support Manager, Executive , Coppell, Texas

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