Manager, IT Service Desk

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 7 days ago

YOUR MISSIONManage directly a team of 6 8 Tier 1 IT Service Desk resources working from 2 sites (Westford and Boston MA). Perform annual staff reviews, goal setting and development planning, and ensure staff objectives are aligned to overall PNA IT strategy
Responsible for the overall performance of the PNA Regional Service Desk team. This requires that all service tickets or tasks which originate or are transferred into the PNA Service Desk are resolved within the accepted SLA based upon the nature of the ticket or task. Ensure that ticket handling and management procedures are performed in a manner consistent with ITSM Standards for Incident and Problem Management.
Maintain and regularly update the processes and procedures which are used by the Regional Service Desk team to perform their work as well as the processes and procedures used by the Regional Service Desk Management to measure and report upon performance of the team. This includes performance KPIs, the Service Desk BI performance dashboard, the Service Desk knowledgebase, how to documentation and troubleshooting guides, onboarding / offboarding processes and documentation as well as the off hours on call schedule and tools (call routing software).
Organize and manage all aspects of the PNA end user device lifecycle. This includes asset management of all end user devices (laptops, mobile phones, iPads, etc.), budget planning for the annual refresh of user devices, managing the inventory of spare equipment and peripherals needed by the business, and ensuring that secure disposal of retired assets is performed to regional standards. Procuring end user equipment via vendor portals (Dell, CDW, etc.) is required.
Manage broad scope IT Projects within the Service Desk areas of expertise. This includes items such as participating in planning, testing and configuration of conference room technology equipment, new end user device R&D and testing, performing or supporting end user training specific to the rollout of new technology platforms and global IT standards.
Collaborate with peers on the PNA IT Management team to design and implement new ideas and technical solutions that improve PNA ITs ability to deliver service to the PUMA North American business. Also foster relationships with peers within the global IT community, particularly with the team within PUMA SE, to ensure that PNA IT Service Desk is closely aligned with the parent company on process and procedures.
Maintain and improve upon a robust Customer Service Oriented culture within the PNA Service Desk. Engage with leaders of various PNA departments and business units through scheduled and informal communication sessions to share information and gather feedback. Ensure that remote regional satellite offices receive attention through a site ambassador program as well as by personally developing relationships with key points of contact in those locations.
Position requires some business-related travel both domestically and internationally. Travel requirement is <25%. Valid US Passport is required
Represent the brand and utilize the PUMA 4Keys (Brave, Confident, Joyful, Determined) in all decisions, actions, processes and practices.


YOUR TALENTMinimum of 7 years experience as a Service Desk Analyst or comparable hands on IT role
Minimum of 3 years supervising or managing a technical support team
Networking: Ethernet, TCP/IP, Core services (DNS, DHCP, GPO, Active Directory, VPN, etc.)
Systems: Windows Desktop and Server OS, Apple OS X and iOS, Android OS
Hardware: End user devices (laptops, mobile, tablets), conference room devices (Crestron, Samsung, Bose), retail system devices (point of sale, mobile pos, pin pads, etc.)
Enterprise Applications: Retail PoS (Retail Pro), O365 (all apps), Power BI, Matrix 42
Experience managing a support team in a fast and evolving environment
Ability to mentor and foster development of technical support staff
Working knowledge and understanding of Retail IT systems, requirements and regulations
Certifications relevant to the above technical qualifications a plus
ITIL Foundations or higher certification or other IT Process certification a strong plus
Outstanding communication skills, written and verbal, are required. Partnering mindset is essential.



SPEED & SPIRIT is what we look for in our candidates, defined by some simple values that inspire us to BE DRIVEN in our performance, BE VIBRANT in our sporting legacy, BE TOGETHER in our team spirit, and BE YOU to let our individual talent and experience shine. Applying for a job at PUMA is easy. Simply click APPLY ONLINE and follow the steps to upload your application.

PUMA is an Equal Employment Opportunity (EEO) employer. It is the policy of PUMA to prohibit discrimination and harassment of any type and to afford equal employment opportunities to all persons without regard to race, color, religion, sex, national origin, age, gender, physical or mental disability, veteran-status, or any other characteristic protected by applicable federal, state or local law.

For additional information, please contact: [email protected]