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Company:  JCrew

Arden, NC, US, 28704

Date:  Jul 11, 2022

Desktop Support Services Manager

Information Technology: Manager – Desktop Support Services


J.Crew is looking to hire a Manager of Desktop Support Services to join the Infrastructure team.  This candidate will lead the team and provide technical support to end users at our Asheville Distribution Center as well as remote users. This includes installation, configuration and troubleshooting of endpoints and general electronic devices support from both a hardware & software perspective, dispatch service requests, and work with appropriate escalation points as defined by the policies within the Information Technology department.


  • Manage the Desktop Support team in the Asheville Distribution Center and activities associated with identifying, prioritizing, and resolving issues using best practices and ticketing system
  • Responsible for assuring users are provided efficient and timely second level support
  • Create, document and update processes and knowledge base articles to resolve issues efficiently and effectively
  • Lead small/medium projects such as technology upgrades, new hardware and software deployments
  • Serve as the escalation contact for all related support issues and provide after-hours support when necessary
  • Ability to manage multiple high priority initiatives and/or issues in a fast-paced environment
  • Partner with third party vendors for deployments and to quick resolve issues
  • Provide onsite and remote technical support for end users
  • Management of all endpoints including laptops, desktops, printers, RF scanners include mobile devices (Troubleshooting complex hardware and software issues, imaging of desktops and laptops, hardware, and software upgrades/deployments)
  • Active Directory administration
  • Microsoft Office 365 Administration
  • Ensure security updates are up to date for all endpoints.
  • Work with application owners on remediation of vulnerable software
  • Generating reports for hardware and software inventories, new or aged vulnerabilities etc.
  • Keeping track of all work assigned and ability to provide updates to management
  • Contribute suggestions for improvement
  • Partner with IT Teams on business initiatives



Technical Skills:

  • Experience with enterprise desktop deployments and management, including application package development and enterprise system refreshes
  • Experience with desktop hardware, software applications, operating systems and network connectivity in a large multi-site enterprise environment
  • Ability to solve complex hardware and software issues
  • Mobile and tablet device troubleshooting and configuration skills (IOS and Android); InTune is a plus
  • Strong foundation in Microsoft Windows & Microsoft Office environments: Microsoft Windows 10, Microsoft Office 2016, Office 365




  • Active Directory: User & group administration for Windows domain networks. Familiarity with group policy application in a corporate environment
  • Experience with SCCM, Network Essentials and VOIP is a plus


Interpersonal Skills:

  • Excellent customer service, interpersonal skills, and strong problem-solving skills
  • Good written and verbal skills
  • Ability to handle difficult and complex issues
  • Highly organized and able to multi-task
  • Ability to prioritize workload
  • Ability to balance the demands of a hands-on, just-in-time Distribution Center environment with those of a more deliberate, policy-focused corporate environment


Education and Experience:

  • Bachelor’s Degree in technology related major is preferred
  • A minimum of 5 years support services experience in IT Helpdesk and/or Desktop Support operations and 3 years of experience managing a support desk team
  • Experience in Microsoft environments of 50-300 end users




We are committed to affirmatively providing equal opportunity to all associates and qualified applicants without regard to race, color, ancestry, national origin, religion, sex, marital status, age, sexual orientation, gender identity or expression, legally protected physical or mental disability or any other basis protected under applicable law.

Nearest Major Market: Asheville

Job Segment: Technical Support, Manager, Telecom, Telecommunications, Information Technology, Technology, Management