Manager, IT Fulfillment

Why Work Here

• Headquarters is in Charlotte, NC
• Recently expanded to nearshore
• isolved ranked for SMB Payroll in 2023 Sapient Report
• Voted top places to work in USA 2023

Job Description

The isolved Manager, IT Fulfillment will effectively manage a team of 4+ fulfillment technicians in a 24/7, employee-facing, IT department. Positions requires significant experience managing a nation-wide team around the clock to effectively service the end-users. This position will be supporting a software company, distributed across the US with remote and on-site workforce. The main focus of this team is Onboarding; New Hires, acquisitions and transfers. Terminations and equipment reclaims will also fall under this position.Manage daily IT Fulfillment operations including creation of images, imaging of machines, and distribution of equipment during onboarding. Responsible for any and all Onboarding orientation with users coming into the company. Manage reclamation of IT equipment and follow Life Cycle guidelines for disposal, repurposing, and refresh.

Core Job Duties

• Manage the planning, organizing, and directing the work of the fulfillment team support staff.
• Weekly onboardings and coordination with HR for scheduling.
• Responsible for the development, implementation and maintenance of policies and standard operating procedures.
• Initiate, manage and participate in IT management of the isolved images.
• Serve as a liaison and conduit between the isolved employees, IT, and vendor-partners for procedural and information updates exchange.
• Train Fulfillment staff on areas of responsibility, new technology, and support procedures
• Serve as an escalation point for Onboarding issues.
• Drive proactive service measures -- reducing status calls by implementing practices to manage end users' expectations and redirect to online catalog status, drive password resets to online tool. Perform data analytics on call data and initiate, implement and drive fulfillment optimization efforts. Monitor client requests to identify systematic trends and develop action plan to address. Create, review, evaluate and prepare periodic performance reports.
• Ensure Fulfillment staff provides consistent, high-quality, and professional service (including communication and telephone skills).
• Manage isolved images and maintain all patching updates.
• Create and maintain dashboard reports, as needed. Trend data and suggest proactive measures and service improvements based on analytics
• Serve as central point of contact for onboarding liaison with HR and inquiries.
• Demonstrate knowledge of the organization's Service Standards and incorporate them into the performance of duties. Perform related duties as assigned or requested.

Minimum Qualifications

• ServiceNow, ServiceDesk+, or other tool experience preferred
• Bachelor's Degree
• Experience managing teams of 4+
• Previous experience with metrics and reporting
• Process Improvement experience
• Ability to work remotely with the possibility of onsite work/travel up to 20%
• Strong communicator with both technical and non-technical people, at the individual contributor and executive leadership levels
• Experience discussing complex and new topics in a simple, easy-to-understand way
• Demonstrated teamwork skills
• Strong, demonstrated writing and presentation skills at all levels of the organization
• Degree in an IT related field preferred.
• 10+ years of overall experience in a related field.
• 6+ years of management experience
• 6+ years of Service Desk experience

About isolved

isolved is an employee experience leader, providing intuitive, people-first HCM (Human Capital Management) technology. Our solutions are delivered directly or through our partner network to more than five million employees and 145,000 employers - who use them every day to boost performance, increase productivity, and accelerate results while reducing risk. Our HCM platform, isolved People Cloud, seamlessly connects and manages the employee journey across talent management, HR & payroll, workforce management and engagement management functions. No matter the industry, we help high-growth organizations employ, enable and empower their workforce by transforming employee experience for a better today and a better tomorrow. For more information, visit www.isolvedhcm.com.

EEO Statement

isolved is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status. isolved is a progressive and open-minded meritocracy. If you are smart and good at what you do, come as you are.

Disability Accommodation

Visit www.isolvedhcm.com/careers for more information regarding our incredible culture and focus on our employee experience. Visit www.isolvedeebenefits.com for a comprehensive list of our employee total rewards offerings.

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice. Reasonable accommodations may be made

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