IT Service Desk Support Manager Tech - (Hybrid - Seattle, WA)

Job Description

THIS IS AN ONSITE ROLE LOCATED IN DOWNTOWN SEATTLE

Support Managers within Technology at Nordstrom help create an inspiring workplace where talented people are empowered to drive amazing customer experiences and business results. Through broad industry and practice knowledge and hands-on technical management experience, the Support Manager guides a team of professionals to execute strategy and tactics that deliver desired results.

KEY RESPONSIBILITIES

• Managing technicians, including conducting performance reviews, making promotion and compensation decisions, and administering performance improvement plans
• Working knowledge of Microsoft Azure Services, Microsoft Office Platform, repairing of components on Apple and PC hardware.
• Understanding of how to perform network tasks such as patching on patch panel, using punch down tools and other various network testing devices.
• Managing all procedures related to identification, prioritization, and resolution of incidents and requests, including the monitoring, tracking and coordination of support functions
• Strong practice of ITIL and Knowledge Management methodologies and creating processes that encompass those guidelines
• Analyzes information from the team and provides recommendations for resolution through data driven decision making
• Perform trend analyses and develop action plans for improving service timeliness and reducing costs
• Developing, implementing, and overseeing policies and procedures to ensure consistent service levels and quick resolutions
• Identifies team strengths/weaknesses and creates plans to effectively develop areas of opportunity
• Build relationships with business partners to enable proactive decision making and seamless customer experiences
• Help develop and leverage service desk best practices, ITIL, and problem management to drive continual process improvement culture
• Understands continuous improvement methodologies (e.g. ability to quantify impacts, customer first, waste elimination, increased productivity, iterate quickly, shorten feedback loop, experience creating relevant KPIs)
• Effective listener with strong interpersonal skills
  Strong verbal and written communicator that can articulate messages from a peer down to a C Suite audience
• Understands how to drive different communications by audience

BEHAVIORAL COMPETENCIES

• Provides amazing experiences to both internal and external customers by seeing the big picture, understanding needs and tying them to results, and driving value
• Demonstrates a positive mindset, high levels of character and integrity, and a keen awareness of continuous improvement
• Understands how team efforts are aligned with organizational objectives and priorities
• Advises and collaborates with others to develop strong, positive working relationships across all levels of the organization to drive success of projects and efforts
• Offers creative, innovative, data-based solutions by focusing on forward progress and creativity, even when working through complex, often competing needs

KEY QUALIFICATIONS

• 3-5+ years of relevant work experience
• BA/BS in Computer Science or closely related degree or equivalent practical experience
• Qualified candidates will demonstrate through a resume or resume / cover letter that they meet all job requirements. Any combination of education, training or experience is acceptable. Candidate must be authorized to work in the United States.

Candidates must be in Seattle, WA surrounding area to be considered for this role.

We've got you covered...

Our employees are our most important asset and that's reflected in our benefits. Nordstrom is proud to offer a variety of benefits to support employees and their families, including:

• Medical/Vision, Dental, Retirement and Paid Time Away
• Life Insurance and Disability
• Merchandise Discount and EAP Resources

A few more important points...

The job posting highlights the most critical responsibilities and requirements of the job. It's not all-inclusive. There may be additional duties, responsibilities and qualifications for this job.

Nordstrom conducts background checks and considers qualified applicants with criminal histories in a manner consistent with all legal requirements.

Applicants with disabilities who require assistance or accommodation should contact the nearest Nordstrom location, which can be identified at

Please be mindful that there may be legal notices and requirements related to this job posting that are specific to your state. Review the Career Site FAQ's for relevant information and guidelines.

2022 Nordstrom, Inc

Current Nordstrom employees: To apply, log into Workday, click the Careers button and then click Find Jobs.

Pay Range Details

The pay range(s) below has been provided in compliance with state specific laws. Pay ranges may be different for other locations.
Pay offers are dependent on the location, as well as job-related knowledge, skills, and experience.
$87,500.00 - $145,500.00 Annual

This position may be eligible for performance-based incentives/bonuses. Benefits include 401k, medical/vision/dental/life/disability insurance options, PTO accruals, Holidays, and more. Eligibility requirements may apply based on location, job level, classification, and length of employment. Learn more in the Nordstrom Benefits Overview by copying and pasting the following URL into your browser: _Overview_16.pdf