IT - Manager I

Reporting to the Modern Work Customer Success Lead plays a pivotal role in shaping and advancing the strategic goals of the Modern Work team. This role is designed to elevate the employee technology experience by aligning operational execution with broader business objectives. The Lead will drive initiatives that enhance service delivery, drive continuous improvement, and foster a culture of innovation across a globally distributed IT organization. Success in this role requires a forward-thinking mindset, strong cross-functional collaboration, a deep understanding of our technical landscape and a commitment to delivering measurable impact on customer satisfaction and operational excellence.

Impact

Deliver day-to-day objectives and procedures that significantly influence the performance of the Modern Work team across global regions.
Set objectives for their own work to meet the required outcomes and timings of projects and tasks.
Work independently on routine assignments under general direction from their managers and with more guidance in case of complex cases.
Test and validate infrastructure changes to ensure they function as required in our technical environment.

Innovation

Work following processes and guidelines but also frequently to solve complex problems drawing from previous experiences and understanding of the broader situation.
Use judgement to interpret and adapt existing procedures/policies to resolve situations identified by focus group feedback.
Is responsible for making recommendations to systems and processes to solve problems or improve effectiveness of the team.

Communication

Constantly interact and communicate with employees within and outside of own function.
May have a responsibility for communicating with external parties (e.g., suppliers) in coordination with the manager.
Obtain or provide information and explain practices, procedures, and policies to others, and interpret policies which influence others at an operational level.

Knowledge

Has broad theoretical and practical knowledge of specific area of work and related ones.
Provides guidance and training and mentorship to junior team members within the team or function.
Consistently lead other team members on a specific processes and procedures.
Demonstrates a strong understanding of global service delivery models and the cultural nuances of distributed teams.

Use data and feedback to inform decisions and drive continuous improvement.

Incident Management Accurately and thoroughly log and route incident and request tickets utilizing ITSM tools (ServiceNow). Escalate tickets to Level 3 or third-party support as required and track incidents to resolution.

Customer Service Provide exceptional customer service in person, via phone, chat, and email. Encourage, maintain, and develop professional business relationships with internal and external customers by providing prompt, efficient, and professional service at all times.

Technical Expertise Provide support for encryption, security/antivirus, and Microsoft Office products (Windows 10/11, Office365, and Azure). Liaise with other Managed-Service-Providers to understand and assist in performing analysis, troubleshooting, and repair of LAN and WAN infrastructure, including on-site servers, WAPs, switches, and routers.

Documentation Develop and maintain knowledge base articles and documentation. Write, update, and publish Standard Operating Procedures.

Training Provide ad-hoc and scheduled general end-user training and documentation.

Collaboration Participate in regular global operations calls/meetings. Collaborate with procurement for orders and asset lifecycle management.

Experience Minimum of 10 years of experience in implementing, troubleshooting, and supporting end-user technologies and services in medium to large-sized environments. Experience with O365, Azure, Intune, or equivalent MDM for managing mobile devices.

Technical Skills Strong knowledge of Windows OS administration, configuration, and troubleshooting. Good working knowledge of Active Directory. Experience with Office 365, Collaboration, Messaging, and Unified Communications.

Soft Skills Strong interpersonal and communication skills. Proactive attitude and flexibility to extend work hours to cover maintenance events outside of normal business hours as needed.

Certifications Relevant certifications in IT support and service management are preferred.

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Duracell is the world’s leading manufacturer and marketer of high-performance alkaline batteries, complemented by a portfolio of high quality, market leading specialty, rechargeable and professional batteries. Duracell’s products power numerous critical professional devices across the globe such as heart rate monitors, defibrillators, telemetry devices, smoke detectors, fire alarms, automated valves and security systems. As the leader in the professional power category, Duracell has a rich history of innovation, continuously introducing batteries that are smaller, thinner, with more energy and longer lasting than competitive brands. Since March 2016, Duracell has found its permanent home within Berkshire Hathaway (ranked #4 World's Most Admired Companies by Fortune Magazine and #3 in the Fortune 500), and will continue to focus on sustainable growth, industry-leading innovation while creating long-term value for our customers and consumers. At Duracell, integrity, end-to-end accountability across all levels, fast decision-making and a “can do” attitude is highly valued.