IT Support Manager

What We Do

CarParts.com is the go-to eCommerce platform for auto care and maintenance. We offer drivers quality parts at competitive prices and allow customers to schedule an appointment with a trusted mechanic directly from our website. We use world-class design principles and the latest technologies to deliver a fast, easy-to-use, and mobile-intuitive website. And with our company-owned national distribution network, we bring the best brands and manufacturers directly to consumers, cutting out the costs associated with brick-and-mortar retailers. Our more than 1,700 team members worldwide are dedicated to Empowering Drivers Along Their Journey.

Our Culture

At CarParts.com, we're DRIVEN by our core values: Safety First, Customer Focused, and a Commitment to Excellence. These values guide us in everything we do and push us further in our growth both as a company and as people. They cultivate an environment where employees are inspired and empowered as we build and thrive together. All the hard work of our entire team has resulted in back-to-back record-breaking quarters since Q1 of 2020, as well as our inclusion in the Los Angeles Business Journal's top 100 Best Places to Work in Los Angeles list for four years in a row (2020, 2021, 2022, 2023). Join us!

Summary of Role:

We are seeking an experienced IT Support Manager to join our team. The IT Support Manager will oversee and manage the day-to-day operations of the IT support team, ensuring the provision of high-quality IT support services to all end-users. The successful candidate should have a strong technical background, excellent people management skills, and a customer-centric mindset.

Responsibilities:

• Lead and manage the Global IT support team to ensure that all end-users receive timely and high-quality IT support services.

• Oversee the development and maintenance of IT support policies, procedures, and standards to ensure a consistent and efficient approach to IT support service delivery.

• Assist with guidelines and procedures for onboarding and offboarding to ensure SLAs are met in accordance with SOX standards.

• Assist with guidelines and procedures of Incident Management to ensure SLAs are met.

• Provide guidance and support to end-users to ensure the optimal use of IT resources and technologies.

• Monitor and analyze IT support metrics to identify areas for improvement and implement necessary changes to enhance service delivery

• Collaborate with other IT teams and departments to ensure the seamless integration of applications and services

• Ensure compliance with IT security policies, procedures, and regulations

• Manage and resolve escalated IT support issues in a timely and effective manner

• Provide regular reports on the status of IT support operations to senior management

Requirements:

• Bachelor's degree in Information Technology or a related field

• At least 7 years of experience in IT support, with a minimum of 2 years in a supervisory or management role

• Strong technical knowledge of IT support operations and service delivery, including hardware, software, and networking technologies

• Experience with Active Directory, Group Policy Management, Azure and EntraID, SSO/SAML

• Excellent people management and leadership skills, with the ability to motivate and manage a team of IT support professionals

• Strong problem-solving and analytical skills, with the ability to identify and resolve complex IT support issues

• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders

• Experience in managing vendor relationships and negotiating service level agreements

• Solid project management skills, with the ability to manage multiple projects simultaneously

If you are a self-motivated IT Support Manager with excellent leadership and technical skills, please submit your application for consideration. We offer a competitive salary, comprehensive benefits, and a dynamic and supportive work environment.

A reasonable estimate of the salary range for this position based on job experience, education level, global geographic region, etc: $120,000-$140,000

CarParts.com is an equal-opportunity employer. We enthusiastically accept our responsibility to make employment decisions without regard to race, religious creed, color, age, sex, sexual orientation, national origin, religion, marital status, medical condition, physical or mental disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, and local laws and ordinances. Our management is dedicated to ensuring that we fulfill this policy with respect to hiring, placement, promotion, transfer, demotion, layoff, termination, recruitment advertising, pay, and other forms of compensation, training, and general treatment during employment.

The above-noted job description is not intended to describe, in detail, the multitude of tasks that may be assigned but rather to give the incumbent a general sense of the responsibilities and expectations of his/her position. As the nature of business demands change so, too, may the essential functions of this position.