Manager, Enterprise Technology Support

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WWEX Group

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

📦 Logistics

☁️ SaaS

🤝 B2B

Logistics • SaaS • B2B

WWEX Group is now part of ShipStation Global. WWEX (Worldwide Express) was a leading third-party logistics (3PL) provider offering parcel, LTL, truckload, and global shipping solutions, combined with customizable technology and expert shipping consultation. The company supports franchisees, agents, and FTL carriers, and employs a large sales and operations organization. After merging with Auctane/ShipStation to form ShipStation Global, the combined entity positions itself as an AI-driven intelligent logistics and shipping software platform serving small and medium businesses, integrating a powerful freight network with parcel and freight capabilities.

📋 Description

• Manages and leads a team of Technology Support Specialists. • Mentors the Technology Support Team on the enforcement of defined enterprise & security standards, policies, and procedures. • Exhibits deep comprehension of the devices, proprietary SaaS applications, and third-party SaaS applications implemented throughout the enterprise. • Collaborates with business units to define and maintain a Service Level Agreement (SLA) between the Technology Support Team and the Business Units • Defines and publishes metrics related to SLA and service quality. • Mentors and coaches the team of Technology Support Specialists on methodologies to consistently exceed defined SLA’s. • Owns the end-to-end lifecycle of New Hires, Terminations, and Account Changes including hardware procurement, inventory management, recovery, and refurbishment. • Owns the day-to-day vendor relationships with hardware, warehousing, recovery, and refurbishment partners. • Defines and manages the technology-related onboarding and offboarding processes, procedures, documentation, and live-sessions to support Human Resources with employee and contractor lifecycle. • Manages team performance conversations, coaches and counsels against team KPIs. • Experience using logic and reasoning to identify the strengths and weaknesses of alternative technical solutions, conclusions or approaches to problems, driving data-driven decisions. • Collaborates with stakeholders to understand emerging business needs and opportunities. • Seeks to understand what system is required to do and what it should not do. Sets operational standards and resource usage “budgets”. • Builds strong relationships with business and technology partners.

🎯 Requirements

• Bachelor’s Degree or equivalent applicable experience • 5+ years of IT experience; at least 4 years within customer support and/or success roles