Funko Careers

Description

IT Operations Manager is a hands-on technical management role. This individual will be responsible for overseeing all IT Operations at our Buckeye, AZ Distribution Center. In this role you will be responsible for the Support and Service Delivery performed by the onsite team. This position is designed for an individual who is mid-level in their management career but still enjoys working directly with technology.  This position will have a direct consultative role with business operations leadership at the Distribution Center. You will be working in close partnership with the larger IT Organization while advocating for our Business Partners in Operations.

What You’ll Do

• Work with Operations Team to field infrastructure and process changes needed to improve efficiency of the distribution center
• Manage local IT Service Desk delivering efficient and high-quality support to Funko employees, partners, vendors and external customers
• Hire, develop, supervise, and maintain shift schedules for IT staff and/or contractors
• Responsible for maintaining Service Desk ticketing system, Supervising Triage, Ticket Handling, and Service Desk Operations
• Assist Engineering Teams with new deployments and support of existing infrastructure, including structured cabling, servers, network equipment and other devices
• Active participant on Funko’s ITSM Steering committee, making recommendations for changes and additions to key IT policies and procedures
• Ensure reporting Service Desk Technicians are adequately trained and are following all ITSM policies and procedures
• Inspire Service Desk technicians to be contributing to Continual Improvement goals for Funko IT Service Desks, writing KBAs and developing self-service functionality
• Direct the team to meet/exceed KPIs and SLAs set forth by Director of Operations
• Manage hardware inventory levels and make additional purchases with approved vendors to ensure hardware on-hand is sufficient
• Work with leadership to build/implement compute lifecycle policies, and provide regular refresh cycles and schedules
• Ensure overall IT Site-Readiness, user’s workstations/offices, conference rooms, printers and other shared equipment
• Oversee end-user computing upgrades, ensure reliability and scalability of technologies
• Work with HR Partners to prepare equipment for new employees/contractors to make sure Day 1 is efficient and tools are ready for new-hires
• Direct team members to participate in Infrastructure Projects as needed
• Provide the Director with regular reports on departmental performance including Service Desk reports, metrics on ITSM contributions
• Competent knowledge of industry trends and developments to improve customer experience
• Provide direction for the team to follow Escalation Procedures and act as an escalation resource.
• Build a staffing schedule that meets Funko’s IT SLAs to allow for coverage of business operations
• Work with Operations Director to provide partnership with AMS providers
• Act as a resource as directed for Incident Management (Tier-2, Incident Mgr., Comms Mgr.)

What You'll Bring

• Bachelor’s Degree in Business Administration, Management Information Systems, or related discipline (or additional, relevant work experience) required
• 3 years of IT Management experience, preferably in IT Operations or Infrastructure
• 7 years of practical experience supporting infrastructure, endpoints, network devices
• 5 years of experience with Endpoint management tools like JAMF, Intune, SCCM or similar RMM tools
• Strong consultative and communication skills, analytical ability, judgment and the ability to work effectively with other systems technical staff, internal business customers, and external consultants and vendors
• Good understanding of IT concepts, strategies and methodologies
• Experience supporting business applications for users
• Experience performing software installations and server operating systems upgrades
• Certifications in Cisco, Juniper, HP Compute/Storage solutions, Azure, AWS a plus
• Service management experience utilizing ITIL or similar service management processes
• Highly collaborative, results driven individual who can balance daily tactical activities with longer-term strategic execution
• Exceptional written and verbal communication skills

Salary Information 

The base salary range for this position in the selected city is $105,000 - 138,000 annually.​Compensation may vary outside of this range depending on a number of factors, including a candidate’s qualifications, skills, competencies and experience, and location. Base pay is one part of the Total Package that is provided to compensate and recognize employees for their work, and this role may be eligible for additional discretionary bonuses/incentives, and restricted stock units. 

What Funko Offers 
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel! 
 
Funko is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. 

Work Environment 

The noise level in the work environment is usually moderate. While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear. The employee is frequently required to reach with hands and arms. The employee is occasionally required to stand and walk. The employee must frequently lift and/or move up to 10 pounds and occasionally lift and/or move up to 25 pounds. 

This position is based in Buckeye, AZ.   

What Funko Offers
Funko offers a competitive compensation package with full benefits and a 401(K) plan with matching contributions from the company. Most importantly, we offer a creative work environment with people who love pop culture just as much as you do. Can’t wait to gush about your latest binge? Neither can we! Looking for a place where your favorite pop culture t-shirt will receive the compliments it deserves? We know how you feel!

Funko is an equal opportunity employer. We know that every superhero has a unique origin story and the diversity of these stories enrich what we do. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran or disability status.