Manager - Level 2 Support

Level II supportLocation: Coeur D
Alene, ID
Reports To: Director-Server and Desktop EngineeringPosition Statement:
The Manager
Level II support is responsible for maintaining the server and desktop environments in support of the companys applications and overall business objectives. The person in this position is a leader who manages resources within the operations team to ensure high availability of resources including desktop and server operating systems and hardware. This position works closely with the Service Desk, Applications Support, Network engineering and the Server and Desktop Engineering teams using defined processes for incident, request and problem management.Job Responsibilities:
Provide daily reports to the operations and engineering teams on the status of production systems and Level II performance metrics.
Ensures the Level II operations team is staffed to handle system emergencies 24/7/365.
Provide feedback to Server and Desktop Engineering teams to facilitate capacity planning and system design decisions.
Work closely with the Desktop and Server Engineering teams to support and implement common operating environment strategies.
Serve as a point of escalation for troubleshooting hardware and software issues within the desktop, server, and application environments.
Manage Level II support team work activity to ensure service level objectives are met.
Manage expenses for Level II support groups to remain within budget.Minimum Qualifications:
Experience with maintaining computer hardware and software platforms in a geographically dispersed, multi-site environment.
BS, Computer Science, MCSE, or related degree or equivalent work experience.
At least 5 years experience supporting large-scale enterprise infrastructures and 2 years managing technical teams.
Extensive knowledge Windows 2000/2003 server and Windows XP.
Experience with Enterprise directories such as Active Directory.
Experience with workflow and ticket management systems such as Remedy.
Exceptional interpersonal skills: can operate successfully within cross-functional teams.
Excellent influencing skills and ability to develop and maintain good relationships.
Must be self-motivated and highly professional with exceptional verbal and written communications skills.
Must be able to work effectively both independently and as part of a team
Retail experience a plus.Coldwater Creek is an Equal Opportunity Employer.
Job Requirements
Please see Job Description
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