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Signet Jewelers is the world's largest retailer of diamond jewelry, operating more than 2,800 stores worldwide under the iconic brands: Kay Jewelers, Zales, Jared, H.Samuel, Ernest Jones, Peoples, Banter by Piercing Pagoda, Rocksbox, JamesAllen.com and Diamonds Direct. We are a people-first company and this core value is at the heart of everything we do, from empowering our valued team members, to collaborating with our customers, to fostering the communities in which we live and serve. People – and the love their actions inspire – are what drive us. We’re not only proud of the love we inspire outside our walls, we’re especially proud of the diversity, inclusion and equity we’re inspiring inside. There are dynamic career paths awaiting you – rewarding opportunities to impact the lives of others and inspire love. Join us!
This role is required to be on-site, weekly, at our NYC office, Monday - FridayThe Manager is responsible for all end-user support activities in our New York office. This includes but is not limited to managing hardware inventory and asset management, resolving end user issues and requests, coordinating with other technology teams as needed to address support needs, and deploying new hardware as required. This role involves close collaboration with other Signet teams to align support efforts with broader business goals and strategy. Additionally, the Manager ensures that conference rooms remain fully operational through regular testing and is proactively seeking ways to improve systems and processes whenever feasible.
Responsibilities
Oversee daily operations of the Service Desk in the New York office, ensuring timely and effective resolution of incidents and service requests
Monitor ticket queues, prioritize escalations and ensure consistent follow-though according to Signet’s SLAs
Manage hardware inventory for computers and consumables through Signet’s Asset Management solution
Provide Tier 2/3 support for all NY incidents and service requests
Deploy and configure hardware, including the installation and support of software applications
Serve as technical point of escalation in one or more of managed technologies
Complete projects by coordinating resources and timelines with various departments
Manage support activities to ensure that service level agreements are met or exceeded
Contribute to improving customer support by actively responding to queries and handling complaints
Identifies and gathers key metrics to analyze the team and individual performance, and identify problem areas
Qualifications
Bachelor's degree
3+ years of experience in a related field with 1+ year(s) of leadership/management experience
Strong knowledge of computer hardware, networking, Active Directory and software with excellent problem-solving, critical thinking and troubleshooting skills
Experience supporting Teams conference room technology
Strong listening, verbal, and written communications skills with the ability to translate information into understandable terms to a variety of audiences
Responsive and alert to new learning opportunities, growth, and development of technical, interpersonal, and business skills; able to recognize and address areas needing improvement.
Motivated and competent to contribute appropriate time and effort to work needing attention
Attentive to detail with focus on accurate and timely results
Organized and able to prioritize tasks, responding effectively to competing needs
Attentive and reactive to customer needs and concerns
Benefits & Perks
We believe in rewarding top talent with a comprehensive and competitive benefits package designed to support your well-being, professional growth, and work-life balance
✔ Premium Healthcare Coverage – Comprehensive medical, dental, and vision plans to keep you and your family covered.
✔ 401(k) with Company Match – Invest in your future with a generous retirement savings plan, including company matching after just one year.
✔ Generous Time Off – Recharge with a robust PTO package, plus company holidays.
✔ Diversity, Equity & Inclusion Programs – Be part of a culture that celebrates diverse perspectives and fosters belonging.
✔ Career Growth & Development – Opportunities for leadership development, mentorship, and continuous learning.
✔ Exclusive Perks – Enjoy additional benefits, wellness programs, employee discounts, and more!
The salary range for this opportunity is $87,500 - $150,000. Base pay offered may vary depending on geographic region, internal equity, job related knowledge, skills and experience, among other factors.