Jazwares
Manager, IT Support
Jazwares, Culver City, California, United States, 90232
At Jazwares, we believe an innovative idea can come from anywhere, and anyone. We work collaboratively to achieve our goals and we have fun doing it! Jazwares, a Berkshire Hathaway company, is a leading global toy manufacturer with an award-winning, robust portfolio of wholly owned and licensed brands. Founded in 1997, Jazwares celebrates imaginative play with a progressive focus on identifying new and relevant trends to transform into high-quality products for consumers of all ages. Jazwares engages consumers through innovative play experiences with popular brands such as Squishmallows, Pokmon, Star Wars, CoComelon, Fortnite, AEW, Adopt Me!, Hello Kitty, and many more. In addition to toys, offerings also include Metaverse gaming, costumes, and products for pets. Headquartered in Sunrise, Florida, Jazwares has offices worldwide and sells its products in over 100 countries.
What you'll be doing:
The Manager of IT Support plays a vital role in maintaining a productive and efficient IT support function within the company. As the Manager of IT Support, you will lead a team of IT support specialists and engineers, ensuring that end users receive timely and effective technical assistance while maintaining an elevated level of customer satisfaction. You will also ensure the efficient operation of all technology systems. Your technical expertise, leadership, and problem-solving skills are essential in this role.
Provide advanced technical support and assistance to end users, including troubleshooting hardware and software issues, managing users accounts, and resolving technical problemsProvide technical support to employees experiencing issues with A/V and web conferencing solutionsOversee the IT support ticketing system, ensuring timely response and resolution of support requestsManage and oversee a team of IT support staffSet and achieve IT support team goalsPromote a culture of excellent customer service within the IT support team, ensuring that end users' needs are met effectively and professionallyStay up to date on the latest A/V and web conferencing technologiesKeep the team updated on recent technologies and best practicesDevelop and implement IT support policies and proceduresMaintain accurate records, knowledge bases, and documentation to improve issue resolution efficiency and provide resources for the IT support teamMaintain and update documentation on A/V and web conferencing solutionsManage and track IT assets and inventory, ensuring efficient procurement and disposal processesPromote and enforce IT security policies and practices among the support team and end users, with a focus on data security and compliancePrepare and deliver regular reports on IT support team performance, key metrics, and improvement recommendationsBudget and manage IT support resourcesCommunicate with third-party vendors and service providers to address technical issues and escalate problems as necessaryManages People:
Yes
Lead and mentor a team of IT support specialists, fostering a collaborative and customer-centric work environmentSet performance expectations and conduct regular performance reviewsIdentify training needs and coordinate training sessions to enhance the skills and knowledge of IT support staffWhat we look for:
Bachelor's degree in information technology, computer science preferred or equivalent combinationof education, training, and experience5 + years of experience in IT support3 + years of experience in a formal leadership role2+ years of experience supporting A/V and web conferencing solution3+ years of experience with IT infrastructure and operations management2+ years of experience with IT service management (ITSM) and ITIL best practicesStrong technical skills in hardware, software, operating systems, and networkingProficiency in IT service management and ticketing systemsStrong understanding of A/V technologies and web conferencing platformsExcellent problem-solving and troubleshooting skills, with the ability to address complex technical issuesEffective communication and interpersonal skills, with a focus on delivering exceptional customer serviceA proven track record of success managing infrastructure and delivering projectsAbility to work independently and as part of a teamPreferred Qualifications
Knowledge of IT security principles and practicesExperience implementing and administering Google Meet hardwareExperience with Solstice PodsExperience with Crestron ConferencingExperience administering Zoom and Zoom WebinarsWorking Conditions:
Environment:
OfficeExtreme Exposures:
NoneSchedule:
Typically requires regular office hoursPhysical Requirements:
Lift up to 25 lbs. Must be able to stand, walk, sit, hear, and see frequentlyTravel Required:
Yes - occasional travel will be required
What we offer:
Salary range for this position: $122,000.00 - $130,000.00 /Yr. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector, and geographic location. The successful candidate may also be eligible for an annual discretionary incentive compensation award. Jazwares offers a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Flexible Spending Accounts, Insurance, Disability and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our employees.
Our benefits package includes basic medical insurance that is 100% company-paid for employees and their children, employee basic life and AD&D insurance, a 401(K) retirement program with Jazwares matching up to 4% of pretax or post-tax deferrals, short and long-term disability, and tuition reimbursement.Our work environment provides a flexible work schedule that includes a Monday through Thursday on-site, with an optional WFH on Fridays, up to 20 workdays fully remote each year, and Time Off for vacation, and sick leave. Through Jazwares Cares, you have the opportunity to volunteer for up to 16 hours a year on community service projects
Working at Jazwares:
At Jazwares, we believe an innovative idea can come from anywhere, and anyone. Through our three pillars, we foster innovation and encourage creativity in every area of our business.Humility:
We recognize the value in others and treat everyone with respect. Our strength lies in our people and talent.Passion:
Our conviction and enthusiasm show in our products, relationships, and commitment to our community.Collaboration:
We share one vision worldwide, constantly striving to improve and innovate together.
Don't miss out on this extraordinary opportunity to be part of the fastest-growing toy company in the industry. Connect with us today and let's shape the future of play together!
JAZWARES is an equal opportunity employer and does not discriminate in employment on the basis of race, color, sex, religion, national or ethnic origin, citizenship status, ancestry, disability, age, military status, marital status, sexual orientation, or any other characteristic protected by law.
What you'll be doing:
The Manager of IT Support plays a vital role in maintaining a productive and efficient IT support function within the company. As the Manager of IT Support, you will lead a team of IT support specialists and engineers, ensuring that end users receive timely and effective technical assistance while maintaining an elevated level of customer satisfaction. You will also ensure the efficient operation of all technology systems. Your technical expertise, leadership, and problem-solving skills are essential in this role.
Provide advanced technical support and assistance to end users, including troubleshooting hardware and software issues, managing users accounts, and resolving technical problemsProvide technical support to employees experiencing issues with A/V and web conferencing solutionsOversee the IT support ticketing system, ensuring timely response and resolution of support requestsManage and oversee a team of IT support staffSet and achieve IT support team goalsPromote a culture of excellent customer service within the IT support team, ensuring that end users' needs are met effectively and professionallyStay up to date on the latest A/V and web conferencing technologiesKeep the team updated on recent technologies and best practicesDevelop and implement IT support policies and proceduresMaintain accurate records, knowledge bases, and documentation to improve issue resolution efficiency and provide resources for the IT support teamMaintain and update documentation on A/V and web conferencing solutionsManage and track IT assets and inventory, ensuring efficient procurement and disposal processesPromote and enforce IT security policies and practices among the support team and end users, with a focus on data security and compliancePrepare and deliver regular reports on IT support team performance, key metrics, and improvement recommendationsBudget and manage IT support resourcesCommunicate with third-party vendors and service providers to address technical issues and escalate problems as necessaryManages People:
Yes
Lead and mentor a team of IT support specialists, fostering a collaborative and customer-centric work environmentSet performance expectations and conduct regular performance reviewsIdentify training needs and coordinate training sessions to enhance the skills and knowledge of IT support staffWhat we look for:
Bachelor's degree in information technology, computer science preferred or equivalent combinationof education, training, and experience5 + years of experience in IT support3 + years of experience in a formal leadership role2+ years of experience supporting A/V and web conferencing solution3+ years of experience with IT infrastructure and operations management2+ years of experience with IT service management (ITSM) and ITIL best practicesStrong technical skills in hardware, software, operating systems, and networkingProficiency in IT service management and ticketing systemsStrong understanding of A/V technologies and web conferencing platformsExcellent problem-solving and troubleshooting skills, with the ability to address complex technical issuesEffective communication and interpersonal skills, with a focus on delivering exceptional customer serviceA proven track record of success managing infrastructure and delivering projectsAbility to work independently and as part of a teamPreferred Qualifications
Knowledge of IT security principles and practicesExperience implementing and administering Google Meet hardwareExperience with Solstice PodsExperience with Crestron ConferencingExperience administering Zoom and Zoom WebinarsWorking Conditions:
Environment:
OfficeExtreme Exposures:
NoneSchedule:
Typically requires regular office hoursPhysical Requirements:
Lift up to 25 lbs. Must be able to stand, walk, sit, hear, and see frequentlyTravel Required:
Yes - occasional travel will be required
What we offer:
Salary range for this position: $122,000.00 - $130,000.00 /Yr. Actual base salary may vary based upon, but not limited to, relevant experience, time in role, peer and market data, prior performance, business sector, and geographic location. The successful candidate may also be eligible for an annual discretionary incentive compensation award. Jazwares offers a full spectrum of benefits, including Medical, Prescription Drug, Dental, Vision, Flexible Spending Accounts, Insurance, Disability and Other Insurance Plans, Paid Time Off (including Sick Leave, Parental Leave and Vacation), Holidays, 401(k), and Short/Long Term Disability, in addition to other special perks reserved for our employees.
Our benefits package includes basic medical insurance that is 100% company-paid for employees and their children, employee basic life and AD&D insurance, a 401(K) retirement program with Jazwares matching up to 4% of pretax or post-tax deferrals, short and long-term disability, and tuition reimbursement.Our work environment provides a flexible work schedule that includes a Monday through Thursday on-site, with an optional WFH on Fridays, up to 20 workdays fully remote each year, and Time Off for vacation, and sick leave. Through Jazwares Cares, you have the opportunity to volunteer for up to 16 hours a year on community service projects
Working at Jazwares:
At Jazwares, we believe an innovative idea can come from anywhere, and anyone. Through our three pillars, we foster innovation and encourage creativity in every area of our business.Humility:
We recognize the value in others and treat everyone with respect. Our strength lies in our people and talent.Passion:
Our conviction and enthusiasm show in our products, relationships, and commitment to our community.Collaboration:
We share one vision worldwide, constantly striving to improve and innovate together.
Don't miss out on this extraordinary opportunity to be part of the fastest-growing toy company in the industry. Connect with us today and let's shape the future of play together!
JAZWARES is an equal opportunity employer and does not discriminate in employment on the basis of race, color, sex, religion, national or ethnic origin, citizenship status, ancestry, disability, age, military status, marital status, sexual orientation, or any other characteristic protected by law.