Manager, IT Support

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, Pokémon, 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 user accounts, and resolving technical problems.
• Provide technical support to employees experiencing issues with A/V and web conferencing solutions.
• Oversee the IT support ticketing system, ensuring timely response and resolution of support requests.
• Manage and oversee a team of IT support staff.
• Set and achieve IT support team goals.
• Promote a culture of excellent customer service within the IT support team, ensuring that end users' needs are met effectively and professionally.
• Stay up to date on the latest A/V and web conferencing technologies.
• Keep the team updated on recent technologies and best practices.
• Develop and implement IT support policies and procedures.
• Maintain accurate records, knowledge bases, and documentation to improve issue resolution efficiency and provide resources for the IT support team.
• Maintain and update documentation on A/V and web conferencing solutions.
• Manage and track IT assets and inventory, ensuring efficient procurement and disposal processes.
• Promote and enforce IT security policies and practices among the support team and end users, with a focus on data security and compliance.
• Prepare and deliver regular reports on IT support team performance, key metrics, and improvement recommendations.
• Budget and manage IT support resources.
• Communicate with third-party vendors and service providers to address technical issues and escalate problems as necessary.

Manages People: Yes

• Lead and mentor a team of IT support specialists, fostering a collaborative and customer-centric work environment.
• Set performance expectations and conduct regular performance reviews.
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of IT support staff.

What we look for:

• Bachelor’s degree in information technology, computer science preferred or equivalent combination of education, training, and experience.
• 5+ years of experience in IT support.
• 3+ years of experience in a formal leadership role.
• 2+ years of experience supporting A/V and web conferencing solutions.
• 3+ years of experience with IT infrastructure and operations management.
• 2+ years of experience with IT service management (ITSM) and ITIL best practices.
• Strong technical skills in hardware, software, operating systems, and networking.
• Proficiency in IT service management and ticketing systems.
• Strong understanding of A/V technologies and web conferencing platforms.
• Excellent problem-solving and troubleshooting skills, with the ability to address complex technical issues.
• Effective communication and interpersonal skills, with a focus on delivering exceptional customer service.
• A proven track record of success managing infrastructure and delivering projects.
• Ability to work independently and as part of a team.

Preferred Qualifications:

• Knowledge of IT security principles and practices.
• Experience implementing and administering Google Meet hardware.
• Experience with Solstice Pods.
• Experience with Crestron Conferencing.
• Experience administering Zoom and Zoom Webinars.

Working Conditions:

• Environment: Office
• Extreme Exposures: None
• Schedule: Typically requires regular office hours.
• Physical Requirements: Lift up to 25 lbs. Must be able to stand, walk, sit, hear, and see frequently.
• Travel 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.