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Cavender's · 3 weeks ago

Manager of Information Technology Help Desk

Tyler, TX

Full-time

Onsite

Mid, Senior Level

6+ years exp

Cavender's is a company seeking a Manager of IT Help Desk to establish and lead a Managed Service Help Desk model while supervising the Help Desk team. The role involves overseeing daily operations, managing staff, developing processes, and driving service improvements to support company-wide IT needs and initiatives.

E-CommerceFashionRetail

H1B Sponsor Likely

Responsibilities

Support the “Cavender’s Culture” and drive our Mission, Vision, and Values

Be a strategic partner to the IT Department and other functional areas of the company

Establish and lead a Managed Service Help Desk model, implementing systems and procedures that the IT Team and business partners can use effectively

Directly supervise Help Desk staff, providing coaching, performance management, and professional development

Oversee all requests, incidents, and problems to ensure timely resolution and consistent service, acting as the escalation point for complex support issues

Develop and mature phone and ticket escalation processes, including enhancing self-service and automated recovery capabilities

Determine the root cause of issues and prepare Root Cause Analysis documentation as needed

Build or obtain training materials for support staff and ensure team readiness

Schedule working times, including on-call schedules and code deployment activities, and provide backup support as necessary

Provide data and reporting of KPIs and trends to IT and company leadership, driving continuous improvement initiatives

Manage communication around outages and emergency activities

Review feedback to improve services, tools, and support experiences

Plan, direct, and coordinate Help Desk projects to ensure timely, on-budget completion

Forecast deficiencies and unrealistic expectations while identifying scalable, supportable solutions

Prioritize requests from business partners in alignment with Cavender’s strategic vision

Qualification

IT support managementManaged Service support modelsProject managementStandard Operating ProceduresAnalytical skillsCustomer service orientationExperience in retail environmentCollaboration skillsProblem-solving attitudeTeam playerWork independently

Required

Bachelor's degree in Information Technology or related field, or equivalent work experience

Proven experience managing IT support teams with direct reports

Track record of building and maturing hybrid Managed Service support models

Ability to develop documented Standard Operating Procedures and processes for business customers

Relevant hardware and software certifications

Project management experience

Strong analytical and problem-solving skills

Ability to handle sensitive matters with discretion and professionalism

Customer service oriented with a proactive problem-solving attitude

Self-motivated and able to work independently and as part of a team

Proven ability to manage multiple concurrent projects and meet deadlines and budgets

Based in Tyler, TX at our Home Office; Tyler area residence

Ability to travel up to 15%

Preferred

6+ years of experience in an IT technical environment

Experience supervising and developing Help Desk teams

Strong team player with excellent collaboration skills

Commitment to meeting customer expectations and deadlines

Experience working in a retail environment

Company

Cavender's

Cavender's is cowboy boots and western wear outfitter supplier.

Founded in 1965

Tyler, Texas, USA

1001-5000 employees

https://www.cavenders.com/

H1B Sponsorship

Cavender's has a track record of offering H1B sponsorships. Please note that this does not guarantee sponsorship for this specific role. Below presents additional info for your reference. (Data Powered by US Department of Labor)

Distribution of Different Job Fields Receiving Sponsorship

Represents job field similar to this job

Trends of Total Sponsorships

2025 (1)