Lead, Client Operations

Values & Innovation

At Under Armour, we are committed to empowering those who strive for more, and the company's values - Act Sustainably, Celebrate the Wins, Fight on Together, Love Athletes and Stand for Equality - serve as both a roadmap for our teams and the qualities expected of every teammate.

 

Our Values define and unite us, the beliefs that are the red thread that connects everyone at Under Armour. Our values are rallying cries, reminding us why we're here, and fueling everything we do.

 

Our pursuit of better begins with innovation and with our team's mission of being the best. With us, you get the freedom to go further - no matter your role. That means developing, delivering, and selling the state-of-the-art products and digital tools that make top performers even better.

 

If you are a current Under Armour teammate, apply to this position on the Internal Career Site Here. 

Purpose of Role

Reporting to the Director, Teammate Experience, the Client Operations Lead will establish close working relationships with global technology teams, business partners, and functional area leadership to capture and understand business and/or technical requirements for user-facing IT services across UA’s corporate, retail and distribution house environments.

 

In this role, you will provide leadership and oversight for the Global Service Desk teams to drive service delivery performance and quality. You will plan, organize, and manage the delivery of technical support services, including program strategy, business engagement, operational project management, and continuous improvement programs. You will be responsible for client hardware and software procurement, inventory management, mobility services, user licensing, and IT asset lifecycle processes including device refresh schedules, equipment disposal, and tracking and auditing in all systems of record. You will work to implement self-service offerings and provide knowledge and education that results in reduced ticket volumes and a more frictionless environment to improve the teammate experience.

Your Impact

• Provides oversight for the Global Service Desk teams on incident escalations, service requests, policy updates, procedural changes, and knowledge base content
• Provides daily instruction or requirements to managed service partner resources
• Monitors key service KPIs and SLAs to drive service delivery performance and quality
• Manages client hardware/software procurement and user licensing
• Manages and improves IT asset lifecycle management processes
• Provides oversight for the IT equipment legal hold process
• Drives process efficiency improvements and identifies automation use cases
• Seeks compliance and cost savings opportunities
• Shows empathy and manages conflict without escalation to leadership
• Upholds and continuously improves the teammate experience
• Contributes or serves lead role for IT operational projects

Qualifications

• Bachelor’s degree in computer science, or related field work
• 5-7 years in IT service management, desktop support, or equivalent technical roles 
• Excellent oral and written communication
• Extremely organized and detail oriented
• Strong customer service skills and ability to interact with teammates at all levels
• Strong analytical and problem-solving skills 
• Understanding of ITSM processes (incident, problem, request, change, knowledge, asset) 
• Project management experience
• Experience with ServiceNow or similar ITSM platform, Active Directory, Azure AD, Microsoft 365, client operating systems (Windows/Mac/iOS/Android), Microsoft Intune and JAMF Pro device management platforms, Apple Business Manager and DEP processes
• Certifications: CompTIA IT fundamentals, A+, and ITIL foundations a plus

Workplace Location

• Location: Baltimore, MD
• Return to Work Designation: 3 days week in-office, the remainder of work week remote. 
• Travel: Less than 5% of the year

Relocation

• No relocation provided

Base Compensation

 [[$116,981 - $175,471]] [[USD]]

Most new hires fall within this range and have the opportunity to earn more over time. Initial placement within the salary range, however, is based on an individual's relevant knowledge, skills and experience for the position. UA is committed to helping our teammates succeed and advance in their careers. Base salary is only one component of our competitive Total Rewards package.

Benefits & Perks

• Paid "UA Give