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Sr Mgr, IT Support

Sr Mgr, IT Support

Position Type 
Full Time
Requisition ID 
# of Openings 
Job Locations 
US-TX-Fort Worth
Posted Date 

More information about this job


The Sr. Manager of IT Support is responsible for the delivery, support, and management of Pier 1 Import’s nationwide end-user computing environment throughout the equipment and application life-cycle.  This consists of the IT Service Desk, Desktop Support, and Store and DC Technology.  IT support is only as good as the Service Desk providing the first point of contact. This service must be accessible, reliable, professional and accurate.  Follows ITIL best practices as appropriate. Accountable for managing incident investigation, resolution and communication with stakeholders and taking corrective actions to prevent recurrence. Responsible for managing all procedures related to collecting, prioritizing and resolving end user issues including ongoing review and improvements.  Research and recommend technologies, platforms, and devices, along with management solutions across all end-user computing environments.

Duties & Responsibilities

  • Develops, implements and maintains technical support strategies and structures to support end users at all Pier 1 Imports locations that facilitate the timely resolution of devices (incl. desktops, tablets, hand-helds, and printers), operating systems software, application software, operational and functional issues while maintaining a consistent high level of customer service, through continuous improvement and innovation. Develops and implements the strategic direction of the department including detailed plans, service level agreements, and recommended policies.   Provides regular reports to management based on key performance indicators and other metrics.


  • Develops and maintains the enterprise EUC device strategy including the definition of policies, standards and procedures for the desktop and mobile device environment. Prepares project plans and rollout plans for upgrades to services provided. Coordinates large-scale installations and upgrades across our numerous locations whole controlling project scope and budget.  Works closely with the network team and security and compliance teams to ensure the best practice implementation of desktop hardware and software security management across the organization.  Develops and implements security policies and standards on individual local and remote hardware including: administration of local administrator password/elevated rights; operating system configuration; malware prevention; and incident response; for devices operated by associates as well as customers.Leads EUC research and development, and evaluation, including management of a test lab/environment.  Provides technical expertise, business analysis and advice on enterprise EUC management to the IT department and other business units.  Manages the development and implementation of desktop related strategies.


  • Oversees the daily operations of the IT Service Desk, manages and trains associates, including hiring, performance reviews, and other needs as arise.  Manages a performance based culture that motivates associates through continuous training, mentoring, and innovation. Review and prioritize workloads and projects, while planning for vacation, sick time, holidays, and open positions.


  • Oversees end-user computing ITSM systems and "knowledge bases" which contains articles, procedures, and manuals based on commonly encountered problems and their solutions striving for high first call resolution. Manages relationships with ITSM Change Management and Request System. Handles vendor management and coordination for the desktop hardware, software, and maintenance services contracts including managing the RFP process.  Strives for continuous systems and process improvements.


  • Responsible for managing the IT Support and EUC capital and expense budgets.  Attends IT budget meetings. Plans annual fiscal budget. Handles forecasting changes as needed.  Meets regularly with business leaders throughout the organization and plans for purchases of equipment and software.

Education & Experience

  • Extensive experience with technology infrastructure best practices, including ITIL and ITSM.
  • Experience and extensive knowledge of EUC support, EUC security, and service desk best practices. 
  • 5-10 years experience in IT management, including the management of design, deployment and support of technology infrastructure, help desk services and remote device support. 
  • Knowledge of emerging technologies such as: mobile devices, data networks, voice and wireless technologies, and management systems.
  • Highly developed leadership, conflict resolution, problem solving, and communication skills, with the ability to interact and communicate effectively with all levels of the organization.
  • Bachelor Degree preferred.