Senior Manager, IT Infrastructure & Operations

At Staples our Digital Solutions team is more than a traditional IT organization. We are a team of passionate, collaborative, Agile, inventive, customer-centric, results-oriented problem solvers. We are intellectually curious, love advancements in technology and seek to adapt technologies to drive Staples forward. We anticipate the needs of our customers and business partners, and deliver reliable, customer-centric technology services. If you want to be on the front lines, driving one of the greatest technology transformations of the 21st Century, you should join our team!

Staples’ Technical Operations & Cloud Engineering Team provides resilient and efficient infrastructure for the business’ applications as well as associated critical support of these platforms. We continuously maximize our value through optimizing our efficiencies, expanding abilities, improving agility, and skillsets of the team to best support evolving business requirements. Technology Operations and Cloud Engineering (TOCE) is responsible for the Architecture, Engineering, and Operations of Staples core IT infrastructure, network, telephony, and collaboration platforms. Additionally, the team supports Staples’ eCommerce platforms and nearly 200 locations including corporate, sales offices, and supply chain facilities across North America as well as 1102 US Retail stores from a network and telephony perspective.

What you will be doing: 

• This role works with a wide range of technologies and vendors, with a primary focus on supporting Staples warehouse and annex facilities across the Eastern U.S. Responsibilities include managing a team of 16 remote associates across the region and supporting up to 60 remote locations, including fulfillment centers, distribution centers, print facilities, sales offices, and other business operations.
• Responsibilities include resource management, planning and facilitation, technical leadership, end-of-life strategy and technology refresh execution, and management of infrastructure design and development.
• Provide world class customer support to the Staples enterprise. This includes providing the appropriate involvement in site break fix issues, PC support, site optimization, and operational and technical efficiencies. 
• Ensure the team creates and maintains clear, accurate documentation for the IT Project Management Office and remote facilities. This includes detailed project and site documentation, as well as best practices, how-to guides, system recovery procedures, and troubleshooting steps.
• Participate in the manager on-call support rotation, maintain a 15-minute callback time for all paged issues, and provide after-hours support and system recovery as needed.
• Follow the published Change Management policy and ensure each change request is well documented, change-specific, and properly approved.
• Collaborate across business units and IT/IS functions, including Platform Engineering, Communications Engineering, Security, the Project Management Office (PMO), Sales, Distribution, Fulfillment, and Transportation Operations.
• Maintain strong working relationships with vendors and contractors, with experience supporting administrative and budget processes.

You will oversee a team responsible for supporting areas such as:

• Network gear installation and configuration of Cisco routers and layer 2/3 switches.
• Extreme RF networks.
• Zebra, Kyocera printers, and multifunction devices.
• Work closely with 3rd party vendors for requesting quotes, writing purchase orders, and managing their work for projects.
• Assist in small to large project work for projects initiated by both Staples as well as 3rd party vendors.
• Maintenance of all relevant infrastructure documentation within Word, Visio, Excel.
• Supporting local and remote associate’s Windows 11 PCs.
• Supporting Apple Mac devices.
• Microsoft 365 support.
• Configuring and installing network printers.
• Adhering to Service Levels while working on support tickets in ServiceNow.

What experience you bring to the table: 

• Experience managing technical analysts responsible for installing, configuring, and maintaining network equipment, services, and devices.
• Ability to gather business requirements, develop functional specifications, and partner with technical engineers to deliver business-focused solutions aligned with Staples network standards.
• Experience collaborating with network and Wi-Fi vendors on new technologies and enhancements to existing solutions.
• Proven ability to deliver customer-focused service.
• Ability to multitask and prioritize work to meet site needs and project timelines.
• Strong written and verbal communication skills.
• Ability to work effectively both independently and as part of a team.
• Excellent time management and prioritization skills.
• Strong interpersonal skills, with the ability to build collaborative relationships across teams.
• Strong analytical thinking and planning skills.
• Flexibility to support peak project workloads.
• Availability to work after hours and weekends to support major projects or stability issues.
• Ability to travel up to 20%.
• Availability for a scheduled 24/7 on-call rotation approximately once every 10 weeks.
• Reliable transportation required.
• Ability to lift and move computer equipment and printers.

Qualifications:

What is needed- Basic Qualifications

• Minimum of 10 years of management experience working in the information systems field. 
• Proven track record at successfully applying generally accepted best practices for network systems engineering. 
• Demonstrated ability to reduce production outages and meet customer expectations for service availability. 
• Enthusiastic, outgoing team player who wants a career in IT. Aptitude to quickly learn Staples business systems and practices. 
• Passionate about providing world class technical and customer support   Highly energized self-starter constantly focused on Continuous Improvement. 
• What is needed- Preferred Qualifications
• Experience in supporting Distribution and Supply Chain/Warehousing infrastructure environments.
• BS or BA degree in computer science, business administration or related field or equivalent experience.

We Offer:

• Inclusive culture with associate-led Business Resource Groups and resources such as the Social Justice Resource Center.
• Flexible PTO (22 days) plus Holiday Schedule (7 observed paid holidays), Online and Retail Discounts, Company Match 401(k), Physical and Mental Health Wellness programs, and more perks and benefits