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Manager, IT Support

Date: Aug 24, 2021

Location: Phoenix, AZ, US

Company: WillScot | Mobile Mini

ABOUT THE JOB:

WillScot Mobile Mini Holdings Corporation (Nasdaq: WSC) was formed on July 1st 2020 through the merger of WillScot Corporation and Mobile Mini, Inc., creating the North American leader in temporary modular space and portable storage specialty leasing solutions.  WillScot has been a leader in the North American modular space market for 60 years and went public in November 2017 via a reverse merger with a special purpose acquisition corporation.  WillScot has since substantially consolidated the modular space market and recently solidified its leadership in the portable storage solutions market through its merger with Mobile Mini in July 2020.  Mobile Mini is the largest provider of portable storage solutions in North America, which are a perfect complement to WillScot’s modular space solutions (approximately 40% customer overlap and 80% end-market overlap between the two companies).  The management team has embarked upon an aggressive multi-year growth strategy focused on executing an array of commercial and operational synergies between the two companies.  On a combined basis, WillScot Mobile Mini generates approximately $1.65 billion of revenue and $630 million of adjusted EBITDA annually and has over $4 billion of market capitalization.

WHAT YOU'LL BE DOING:

A direct report to the Director of IT Operations, the Manager of IT Support will provide leadership and guidance of the Service Desk Level1 and Level2 Analysts.  The position requires in-depth knowledge of customer service, IT service management, ITIL recommendations, asset management, vendor management, desktop and mobile device hardware and software, and SLA management and reporting.  This position requires an individual with a strong, professional, customer service focus. 

Essential Functions: Responsibilities of the IT Support Manager include but are not limited to:
•    Supervision, motivation, and development of Service Desk staff.
•    Management of staff to ensure coverage for ongoing operations and surge events while meeting all SLAs.
•    Ensuring communications to key stakeholders are provided in a concise and timely manner.
•    Managing incoming contacts to the Service Desk via telephone, portal, and e-mail to ensure courteous, timely, and effective resolution of customer issues.
•    Monitoring all incidents and ensures appropriate triage, timely resolution, or immediate escalation.  
•    Seeking opportunities for continual improvements in process and team success to exceed SLA requirements and improve customer satisfaction.
•    Tracking and analyzing trends in Service Desk requests and generates statistical reports. 
•    Overseeing the development, implementation, and administration of Service Desk staff training.
•    Performing and improving asset management, inventory management, and timely purchasing.
•    Providing reports to internal auditors to assure user and system access compliance.
•    Actively participating in Change Management and standard processes. 
•    Creating, reviewing, and maintaining policy, process, procedure, and training documentation. 
•    Supporting business projects and application rollouts.
•    Appling analysis techniques to increase quality, productivity, and overall effectiveness of the team.
•    Adhering to all business departments’ policies on information security and confidentiality.
•    Effectively prioritizing and execution of tasks in a high-pressure environment.
•    Overseeing development and dissemination of help sheets, usage guides, and FAQ lists for internal stakeholders.

Company Values

•    Believes and supports our Company Values. 
•    Complies with all Williams Scotsman Mobile Mini Safety, Transportation, and Environmental Policies.

Performance Efficient Use of Resources

This is a team-based role and may assist in other aspects of IT as well as help drive our Company’s Strategies and promote our Mission, Vision and Values. WSMM has a highly collaborative culture, and the successful candidate will work effectively with a broad group of senior executives, peers, and direct reports to perform the above responsibilities.  
Customer Focus

•    Utilizes and deploys proactive customer relationship management techniques.
 

EDUCATION AND QUALIFICATIONS:

The successful candidate will possess:

•    Minimum of five (5) years of IT experience.  
•    Minimum of three (3) years of experience in team management of Service Desk resources.
•    Bachelor’s Degree in Computer Science or related field, or an equivalent combination of education and experience.
•    Ability to handle multiple projects/tasks at same time.
•    Strong verbal, written, and interpersonal communication skills.
•    Excellent customer service and organizational skills.
•    Demonstrates excellent analytical and creative problem-solving skills.
•    The desire for excellence and continuous improvement.
•    Relevant industry certifications, such as ITIL or COBIT, is preferred.

Abilities and Other Requirements:   The ability to perform work in a variety of work environments from a professional office environment to branch environment to customer construction sites is required.   Must be able to use standard office equipment such as computers, phones, photocopiers, and fax machines.
To successfully perform the essential functions of this job, the employee is regularly required to sit, and to move about the various work environments to train, monitor and ensure compliance with all company requirements.  The employee must be able to verbally communicate with employees, co-workers, and customers in person and by phone.  The employee must also be able to travel to various work environments.  Overnight travel may be required on occasion. 
WillScot / Mobile Mini is an AA/EEO/W/M/Vet/Disabled employer
 

Mobile Mini, is committed to providing equal employment opportunity without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or any other protected status with respect to recruitment, hiring, promotion and other terms and conditions of employment.  Mobile Mini takes affirmative action in support of this policy to employ and advance in employment individuals who are minorities, women, disabled, and veterans. Disclaimer:  The above statements are intended to describe the general nature and level of work being performed by associates assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Mobile Mini is an equal employment affirmative action employer.  If you need accommodation for any part of the application process because of a medical condition or disability, please call the Mobile Mini HR Service Center at 480-894-6311 to let us know the nature of your request.


Nearest Major Market: Phoenix

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