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Help Desk Supervisor (Mobile App Support)

Date: 
Brand:  Luxottica Wholesale North America
Location: 

Port Washington, NY, US, 11050

Requisition ID: 141161 
Position:Full-Time
Shift: 

Luxottica is a global leader in the design, manufacture and distribution of fashion, luxury and sports eyewear. Our wholesale network covers more than 150 countries and our retail presence consists of over 9,100 retail stores across the globe.

In North America, our wholesale business is the home to global brands; Ray-ban, Oakley and many of the top fashion house brands. Our leading retail brands include; Lenscrafters, Sunglass Hut, Pearle Vision, Target Optical and Sears Optical. We are also home to EyeMed, the fastest growing vision care company in the United States.

To support our global business, Luxottica operates multiple manufacturing and logistics facilities across North America to support our retail stores and wholesale customers.

GENERAL FUNCTION

The Help Desk Supervisor leads a team of three application support specialists in day to day tasks and projects as well as provides technical assistance to our field based sales team and internal users of Luxottica’s sales and mobile systems. Takes ownership of assessing, researching and resolving technical support problems and provides overall support for the company’s sales and mobile information systems. Manages all corporate mobile device deployment tasks and develops and maintains training and knowledge base documentation and ensures consistent communication to the business.

MAJOR DUTIES AND RESPONSIBILITIES

  • Supports all software applications and IT hardware used by the field sales and customer service teams including SAP ECC, SAP CRM, SAP Mobility, SAP REX, Qlikview and mobile device management.
  • Manages, sets up and installs mobile devices and software for new users including asset management, assigning application access, ensuring that appropriate security and system configurations are compliant with company standards.
  • Assumes the role of subject matter expert for all proprietary and business process and associated information systems as it pertains to the sales force.
  • Provides technical support and guidance to users; responds to all user requests promptly and follows-up as necessary to ensure satisfactory resolution of users IT support requests.
  • Balances the workload of the team and prioritizes support requests in line with business priorities.
  • Logs, tracks and resolves Service Requests, Change Requests and Incident and Problem tickets via the group’s ITSM platform – BMC Remedy.
  • Responds to support requests and communicates with end users throughout the support lifecycle via Remedy ticketing system.
  • Troubleshoots application performance issues, and may recommend upgrades, patches and new applications and equipment.
  • Recommends new or alternative approaches to providing technical support to ensure that user assistance is being provided promptly and in the most effective and efficient manner.
  • Keeps Manager, IT informed of schedules, priorities and problems.
  • Effectively communicates system wide issues related to mobile applications.

BASIC QUALIFICATIONS

  • 5+ years’ experience in an IT service desk environment providing technical support to a remote field based sales force via telephone, face to face and remote desktop/management tools
  • Experience in an environment supporting field based sales staff and office based customer service team in a Wholesale or Retail organization
  • Excellent knowledge of systems and hardware, database software applications and networking systems and procedures including knowledge of mobile device support (iPhone, iPad), Mobile Applications and Mobile Device Management, iOS and Mac OSX
  • Practical Knowledge of SAP, CRM, Office 365
  • Strong leadership, organizational, and time management skills
  • Able to multi-task with strong communication skills (both verbal and written) as well as good interpersonal skills
  • Some travel

PREFERRED QUALIFICATIONS

  • Bachelor’s degree in computer science/technical discipline
  • Computer systems or A+ certifications
  • Equivalent combination of education and experience

Upon request and consistent with applicable laws, Luxottica will provide reasonable accommodations to individuals with disabilities who need assistance in the application and hiring process.  To request a reasonable accommodation, please call the Luxottica Ethics Compliance Hotline at 1-888-887-3348 or e-mail HRCompliance@luxotticaretail.com (be sure to provide your name and contact information for either option so that we may follow up in a timely manner). 

We are an Equal Opportunity Employer.  All qualified applicants will receive consideration for employment without regard to race, color, gender, national origin, social origin, social condition, being perceived as a victim of domestic violence, sexual aggression or stalking, religion, age, disability, sexual orientation, gender identity or expression, citizenship, ancestry, veteran or military status, marital status, pregnancy (including unlawful discrimination on the basis of a legally protected pregnancy or maternity leave), genetic information or any other characteristics protected by law.  Native Americans receive preference in accordance with Tribal Law.


Nearest Major Market: Long Island
Nearest Secondary Market: New York City

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