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Job Description: Major purpose:
Company Summary: Zoro offers millions of products — an endless aisle with everything you need to run your business. We offer fast and free shipping, no-hassle returns, and exceptional customer service. We’ve grown quickly in a short time and are continuing to do so while aggressively growing our revenue.
We are excited to be a part of an award-winning culture — we have been named a Great Place to Work for multiple years in a row, among other local and national accolades. We think Zoro is a pretty amazing place to work and grow, and think you will too!
Major Responsibilities and Duties:
The Senior Manager, End-User Computing, is responsible for setting the strategic direction for Zoro’s end-user technologies and internal business systems and leads the team that selects, deploys, and manages these tools. The scope of end-user technologies encompasses the tools Zoro team members need to do their jobs. The team provides services to support PC/Mac hardware & software, mobile devices, and tablets; VoIP phone systems; call center technologies; video conferencing & collaboration tools/platforms; identity management platforms; HRIS & Financial systems. The scope of the user base includes three office locations, Buffalo Grove, IL, Chicago, IL, and Janesville, WI, as well as remote team members. Responsibilities:
Proactively seek opportunities to improve Zoro’s end-user technologies to increase employee productivity, efficiency, and satisfaction Define and articulate Zoro’s end-user computing strategy & road map Establish metrics to measure efficient use of existing systems and resources Monitor team performance to ensure service levels and expectations are being met Monitor ongoing individual staff performance, identifying and effectively communicating opportunities for improvement Provide leadership/support to ensure projects are staffed appropriately and timelines are met Actively manage End User Computing service catalog Actively manage End User Computing knowledge base and system documentation Prioritize and assign day-to-day end-user support issues/tasks Coordinate the setup and deployment of computer workstations, related peripherals, software installation, and user access provisioning Prioritize and assign user access provisioning to corporate systems in compliance with PCI and SOX audit requirements Accountable for maintaining and managing the inventory of Zoro’s end-user hardware and software assets Function as the primary point of contact for management and key users on urgent issues (Including off-hour support) Identify and implement opportunities for process improvement Lead team efforts for medium/large projects or internal initiatives Collaborate effectively with peers in the larger Technology Operations organization Travel will be required occasionally to interact with end-users and team members at Buffalo Grove IL, Chicago IL, and Janesville, WI locations. Requirements:
BS/MS degree in a technical or engineering field, Computer Science/Computer Engineering preferred, or equivalent work experience or military experience 5+ years of computer hardware and software support experience in an enterprise environment Minimum 2 years of experience managing/leading operational support teams Maintain a strong point of view around end-user computing technology, strategy & industry trends Excellent people skills with the ability to handle difficult situations Ability to take charge and act independently within scope of responsibilities Ability to train, mentor, and develop team members Keen attention to detail, with a commitment to follow through and follow-up Must be able to communicate effectively with technical and non-technical audiences and interact with all types of audiences, including technology, business, management, and executive management Must be a self-starter with the ability to both work independently and in a collaborative team environment Excellent computer skills with Google Workspace and Google collaboration technologies Experience supporting mobile devices and video conferencing systems Expert level of knowledge of service desk policies and procedures Technical certifications (CompTIA A+, MCP, etc.) preferred Zoro Values and Inclusive Culture: We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued.
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The Senior Manager, End-User Computing, is responsible for setting the strategic direction for Zoro’s end-user technologies and internal business systems and leads the team that selects, deploys, and manages these tools. The scope of end-user technologies encompasses the tools Zoro team members need to do their jobs. The team provides services to support PC/Mac hardware & software, mobile devices, and tablets; VoIP phone systems; call center technologies; video conferencing & collaboration tools/platforms; identity management platforms; HRIS & Financial systems. The scope of the user base includes three office locations, Buffalo Grove, IL, Chicago, IL, and Janesville, WI, as well as remote team members. Responsibilities:
Proactively seek opportunities to improve Zoro’s end-user technologies to increase employee productivity, efficiency, and satisfaction Define and articulate Zoro’s end-user computing strategy & road map Establish metrics to measure efficient use of existing systems and resources Monitor team performance to ensure service levels and expectations are being met Monitor ongoing individual staff performance, identifying and effectively communicating opportunities for improvement Provide leadership/support to ensure projects are staffed appropriately and timelines are met Actively manage End User Computing service catalog Actively manage End User Computing knowledge base and system documentation Prioritize and assign day-to-day end-user support issues/tasks Coordinate the setup and deployment of computer workstations, related peripherals, software installation, and user access provisioning Prioritize and assign user access provisioning to corporate systems in compliance with PCI and SOX audit requirements Accountable for maintaining and managing the inventory of Zoro’s end-user hardware and software assets Function as the primary point of contact for management and key users on urgent issues (Including off-hour support) Identify and implement opportunities for process improvement Lead team efforts for medium/large projects or internal initiatives Collaborate effectively with peers in the larger Technology Operations organization Travel will be required occasionally to interact with end-users and team members at Buffalo Grove IL, Chicago IL, and Janesville, WI locations. Requirements:
BS/MS degree in a technical or engineering field, Computer Science/Computer Engineering preferred, or equivalent work experience or military experience 5+ years of computer hardware and software support experience in an enterprise environment Minimum 2 years of experience managing/leading operational support teams Maintain a strong point of view around end-user computing technology, strategy & industry trends Excellent people skills with the ability to handle difficult situations Ability to take charge and act independently within scope of responsibilities Ability to train, mentor, and develop team members Keen attention to detail, with a commitment to follow through and follow-up Must be able to communicate effectively with technical and non-technical audiences and interact with all types of audiences, including technology, business, management, and executive management Must be a self-starter with the ability to both work independently and in a collaborative team environment Excellent computer skills with Google Workspace and Google collaboration technologies Experience supporting mobile devices and video conferencing systems Expert level of knowledge of service desk policies and procedures Technical certifications (CompTIA A+, MCP, etc.) preferred Zoro Values and Inclusive Culture: We share a commitment to our Zoro values – Win & Lose Together (We prefer winning!), Take Ownership, We Are Transparent, and Aspire to be Customer-Obsessed. Everything we do at Zoro is centered around delighting our customers. Zoro is dedicated to fostering an environment where people of all backgrounds and beliefs are represented, and all team members can be confident that their experiences and perspectives are valued.
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