Job Description

• Manage the end-user support and technology services lifecycles for the organization.
• Manage and coordinate urgent and complicated support issues, acting as escalation point for all requests and incidents.
• Develop and mature phone/ticket escalation processes to ensure free flowing escalation and information within the organization.
• Determine root cause of issues and communicate appropriately to internal and external customers of all levels.
• Train, coach and mentor team members, overseeing staff activities.
• As needed, schedule employees working times and provide backup support, interacting with internal and external customers.
• Manage process for communicating outage/emergency activities to the organization.
• Manage vendor relationships as needed for daily operational needs and requirements, ensuring that procurement and IT supplies are delivered on time under competitive terms.
• Oversee end-user technology procurement and approval/budgeting responsibilities as required.
• Provide data and reporting of KPI’s and trends to IT department and others in ad-hoc, weekly, monthly and as needed, driving ticketing deep dive and developing strategies for continuous improvement.
• Oversee the development, implementation, and administration of help desk staff policies, procedures, and training material/knowledgebase.
• Develop and maintain Service and Business Level Agreements (SLAs) to set expectations and measure performance.
• Review and ownership of survey feedback to improve services, tools and support experience.
• Develop an effective and workable framework for managing and improving customer IT support in the organization, advising management on situations that may require additional client support or escalation.
• Develop and demonstrate an understanding of customer and business needs.
• Monitor and analyze trends in company spending and inventory control in order to make recommendations for the future, and to identify areas for possible savings and/or asset optimization.
• Manage projects and tasks, as assigned.

Qualifications

• Degree in CS or related field or 5+ years of related experience in Help Desk management or equivalent combination, ideally in the hospitality, retail, or consumer goods industries.
• The capacity and desire to learn proprietary Equinox software and systems, as well as their applications to our Clubs.
• A desire to challenge the status quo with a focus on continuous improvements.
• Team player/roll up your sleeves mentality with the capacity to be adaptable, resourceful, and collaborative.
• The capacity to consistently demonstrate professional, positive, and approachable demeanor and discretion, with an exceptional customer facing attitude.
• Good team building and communication skills.
• Work may require moderate physical exertion and/or physical strain at times.

Pay Transparency: Min $82K - Max $92k

Additional Information

** AS A MEMBER OF THE EQUINOX TEAM YOU WILL RECEIVE:**

This job description is intended to describe the general requirements for the position. It is not a complete statement of duties, responsibilities, or requirements. Other duties not listed here may be assigned as necessary to ensure the proper operations of the department.

Equinox is an equal opportunity employer. For more information regarding our career opportunities, please visit one of our clubs or our website at https://careers.equinox.com/

All your information will be kept confidential according to EEO guidelines. Must have a legal right to work in the United States.