Harbor Freight Tools is a privately-owned, high growth multi-channel retailer and leader in providing high quality tools at the lowest prices in the industry. Founded in 1977, the company currently operates over 370 stores nationwide, offering a wide breadth of tools and related items in Automotive, Air and Power Tools, Shop and for the Home.

The company is committed to invest in and build “best practices” in everything from retail, to inventory, e-commerce, technology and merchandising.   As such, it continues to seek out top-tier talent at all levels, looking for select high-energy professionals, who are creative problem-solvers and are seeking an environment which supports, nurtures and properly compensates talent and who have demonstrated a capacity to be top performers at their respective levels.  Harbor Freight prides itself in having “large company resources with a start-up feel,” providing a collegial and collaborative culture dedicated to high achievement. We are committed to support and promote people based not on politics, but on their relative contribution, skill set and accomplishments and are dedicated to generous pay for performance compensation and long-term careers. We also find that people who can combine personal accomplishment, leadership and a true commitment to teamwork thrive at our company.

We are seeking a Help Desk Manager, to join our growing IT Department at our Corporate Office in Calabasas, CA

As an Information Technology professional you may be required to perform duties that include elevated privileges. As a trusted custodian to the Company’s sensitive information and/or systems you will be expected to maintain professional conduct and protect the confidentiality of any information to which you may have access.  You will be expected to commit yourself to the highest standards of moral and business ethics.

Essential Duties and Responsibilities:

·         Manages a team of support personnel who troubleshoot IT issues for both corporate users and our retail environment.

·         Implements policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.

·         Implements policies and procedures regarding how changes are applied to HFT’s technology environment.

·         Lead the IT organization’s change board.

·         Define and maintain a comprehensive RCA and Post-mortem process.

·         Create and maintain quality indicators of department’s services for problem and change activities.

·         Establish and maintain a service oriented culture in the help desk.

·         Evaluates new products or services and suggests changes to existing products or services to better aide the end user.

·         Continually evolve the organization to support the needs of the corporation.

·         Relies on extensive experience and judgment to plan and accomplish goals.

·         A wide degree of creativity and latitude is expected.

Education and/or Experience:

·         Bachelor degree in the field of computer science or equivalent or a minimum of 7+ years equivalent work experience.

·         Will be expected to perform a variety of complicated tasks and lead and direct the work of others. A wide degree of creativity and latitude is expected as part of the job performance and will need to rely on judgment and experience to accomplish goals. 

·         Experience in leading a team and working in a team-oriented, collaborative environment.

·         Familiar with a variety of the field's concepts, practices, and procedures including ITIL methodologies.

·         Proven experience in implementing and supporting help desk tools.

·         Flexible and adaptable in regards to learning and understanding new technologies.

·         Excellent written and oral communication skills.

·         Excellent interpersonal skills.

·         Technically proficient.

·         Highly self motivated and directed.

·         Keen attention to detail.

·         Proven analytical and problem-solving abilities.

·         Ability to effectively prioritize and execute tasks in a high-pressure environment.

Physical Requirements:
General office environment, ability to sit for long periods of time. Ability to move about an office.

Safety:
The incumbent must be able to perform this job safely in accordance with standard operating procedures and good manufacturing practices, without endangering the health or safety of self or others.

Supervisory Responsibility:
Direct: Exempt & Non-Exempt Employees

Benefits Include:

• 401k
• Full Medical Package including, health and dental
• Paid Holidays
• Competitive Salary
• Casual Work Environment