Sr. Technical Operations Support Specialist

Step into a leadership role as Steve & Kate's Senior Technical Operations Support Specialist at Bright Horizons, where you will be chiefly focused on the support of custom and off- the-shelf software applications and hardware for Steve & Kate's Camp. At Steve & Kate's, we put kids in the driver's seat. Campers choose minute to minute what they do, with whom, and for how long, because kids who learn to make decisions today build the self-confidence they'll need to wrangle unknowns tomorrow.

The individual will manage a support desk ticketing system and will ensure that outstanding internal support and accurate, complete information is provided to end users that report issues or request assistance. The individual will ensure that support SLAs are met, and that correct escalation paths are followed in the troubleshooting and resolution of all issues. Additionally this individual will be responsible for the management of thousands of staff- and camper-facing mobile devices as well as connectivity management of devices at all locations with tightly restricted or captive portals as needed.

Benefits:

Bright Horizons offers the following benefits for this position, subject to applicable eligibility requirements:

• Medical, dental, and vision insurance

• 401(k) retirement plan

• Life insurance

• Long-term and short-term disability insurance

• Employee referral bonus program

• Tuition reimbursement program

Also, depending on hire date and subject to applicable eligibility requirements, new employees in this role receive up to: 40 hours of paid sick time per year, 60 hours of paid vacation time per year, 6 weeks of paid parental leave, and 9 paid holidays annually.

Responsibilities:

How do you know if you're the right candidate?

• Working hours: willing to work 7:30am-4:30pm EST

• Management of Staff help tickets for the Camp's proprietary camp management system and app.

• Coordination of deliverables and management of SLAs with cross-functional teams: Ensure devices are delivered to designated locations/persons as per the SLAs agreed to in the contracts (e.g. devices from our provisioning partner to our warehouses within the agreed to SLAs, bug fixes in 3rd party applications delivered within the timelines outlined in the support SLAs, etc)

• Maintain internal knowledge base documentation for support desk staff

• Maintain end user facing knowledge base documentation

• Ensure high level of responsiveness/internal support

• Perform regular analysis of support needs to identify areas of targeted training or system development

• Perform regular analysis of support process to identify and implement strategies to improve efficiency and effectiveness

• Provide online support during scheduled times, specifically camp set-up weekends, holidays and camp opening hours

• Ad-hoc Projects and Audits including software vendor budget management

• Participate in solution scoping activities for development initiatives aimed at improving usability and limiting end user support needs

• Manage device enrollment and device profile installation process for both camp and staff device deployments.

• Manage wireless/data-enabled devices (hot-spots, phones)

• Work with camp staff and facility IT staff to resolve connectivity issues related to the location's wifi restrictions

• User Acceptance Testing

• Perform and document results of user acceptance testing in advance of software releases

Qualifications:

• Bachelor's Degree or technical school degree in Information Technology systems, Computer science, information science - Preferred

• 3-5 years experience in an IT focused customer support role - Required

Additional Job Requirements

• Strong computer skills which include a proficiency in Google suite, Asana or other project management software, Apple mobile iOS

• Experience with Mobile Device Management (MDM) software such as Jamf, Kandji or inTune

• A good understanding of, and experience with, network fundamentals, basic troubleshooting techniques, and familiarity with wireless network components like access points and routers.

• The individual must be able to easily adapt to new systems/software/programs and have a track record of working with Proprietary Management Information Systems.

• The individual must have excellent written/oral communication and interpersonal skills, a strong customer service philosophy, impeccable organization, attention to detail and follow-up skills.

• The ability to work on cross-functional teams and prioritize work in a fast-paced, constantly changing environment will be essential as this position requires someone who thrives in a team environment as well as in an individual setting; and functions effectively under pressure.

• A willingness to take on new projects, flexibility regarding department responsibilities, and having an intellectual aggressiveness with a track record of success in identifying, troubleshooting and resolving issues and questions related to complex processes and systems.

• The ideal candidate must be highly motivated, results-driven and goal-oriented, someone who is comfortable setting aggressive goals and exceeding them.

Salary/Hourly Rate and Other Compensation Disclosures:

The annual starting salary for this position is between $75,000 - 85,000 annually. The pay range listed here is what Bright Horizons in good faith anticipates offering for this job opening. Actual compensation offers within this range will depend on a variety of factors including experience, education and training, certifications, geography, and other relevant business or organizational factors

Deadline to Apply Information:

This posting is anticipated to remain open until March 24, 2025.

Our people are the heart of our company. Because we're as committed to our own employees as we are to the children, families, and clients we serve, our collaborative workplaces are designed to grow careers and support personal lives. Come build a brighter future with us.

Bright Horizons provides equal opportunity in all aspects of employment and does not discriminate against any individual on the basis of race, color, religion, sex, age, disability, sexual orientation, veteran status, national origin, genetic information, or any other characteristic protected under federal, state, or local law. Bright Horizons complies with the laws and regulations described in the following federal government resources: Know Your Rights, Family and Medical Leave Act (FMLA) and Employee Polygraph Protection Act (EPPA).

If you require assistance or a reasonable accommodation in completing these application materials or any aspect of the application and hiring process, please contact the recruitment helpdesk at 855-877-6866 or bhrecruit@brighthorizons.com. Determinations on requests for reasonable accommodation will be made on a case-by-case basis.