Funko Overview Welcome to the Funko-verse, a world built on pure imagination, a land governed by the philosophy that stories matter, a universe comprised of characters from countless fandoms, a galaxy of once upon a times and happily ever afters. But what does Funko do? Funko is a purveyor of pop culture, making and selling license-focused collectibles. We're based in Everett, WA where we have a store that delights kids of all ages (kids at heart included). We currently hold hundreds of licenses for franchises ranging from Marvel to Harry Potter, giving us the rights to create tens of thousands of characters—one of the largest portfolios in the pop culture and collectibles industry. We take your favorite characters and turn them into adorable, or sometimes scary, collectible figures. Our most famous line, Pop! Vinyl, has millions of fans around the world. This role sits between our Service Desk and Engineering Teams to ensure the proper and efficient operation of Funko Technology. The position is also technical escalation support related to End-Users and Endpoints, so your customer service skills will be top-tier. You will be the lead for support and development of our Collaboration and Communications platforms that are critical to our staff and business partners inside and outside of Funko. The candidate will also be a contributing member assisting Service Desk Managers, Infrastructure Engineers, and Leadership with projects and initiatives. This role can be very integrated with leaders outside of the technology team to solve business challenges with sustainable solutions. You will have to be nimble, supportive and customer-success driven. What you will do Create opportunities to improve efficiencies by developing automations and improving workflows.Contribute to Endpoint Management activities for Mac, PCs and Servers; including patching, imaging, deployments, backups, asset managementAssist with ticket escalations to resolve critical system issues experienced by end-users, or core system failures often working collaboratively with cross-functional teamsProvide advanced application support for desktop applications, design tools, enterprise applicationsCompliance ActivitiesDevelop and Support Identity Management activities including, Active Directory/Entra automations and other source systems supportDevelop and Maintain Service Desk Plaftorm (Fresh Service) including automations, workflows, forms, UI/UX and general administrationSupport and manage all Collaboration Technology systems and hardwareProvide support and management of SaaS systems and platforms, including SSO/MFA configurations, licensing optimization, platform/application upgradesDevelop and maintain system documentation and dashboard to ensure configurations are captured and support activities can be communicatedProvide advanced Support and Administration of M365 including, MS-Teams, SharePoint, Email, InTune and other applications/platforms as neededAssist Engineering and Networking teams for project-related activities, capacity planning and other operational tasksAssist with Executive Support for end-user compute, mobile devices, collaboration equipment Provide Support for SIP/PBX/Voice Services, Cellular Plan management and support. Design and implement a migration to voice SIP based infrastructure for existing PBX Systems or cloud provided systems Provide support for service tickets as assigned and actively monitor ticket queues Provide support for other cross-functional team members to assist on projects and other tasks as-assigned Keep "Continual Improvement" at the forefront of everything that is touchedAssist with hardware/software/cloud procurement activities including gather pricing and order tracking What You'll Bring Bachelor's Degree in Business Administration, Management Information Systems, or related discipline (or additional, relevant work experience) required 1 Year of Systems Administration experience or 2+ Years as a Support Lead, Supervisor or Mgr. 3 Years of experience supporting Windows and Mac environments 3 Years of experience in end user computing tools like JAMF, Tanium, In-Tune/SCCM or similar 2 years of recent experience with collaboration software and equipment (MS-Teams, Zoom, Slack, Poly, Digital Signage, Screen Casting, etc) Experience providing support for Executives and VIPs Familiarity and experience with Jira, FreshService, Zendesk, Bitbucket, Bitwarden is a plus 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 Service management experience utilizing ITIL v.4 or similar service management processes Highly collaborative, results driven individual who can balance daily tactical activities with longer-term strategic executionExceptional written and verbal communication skillsDemonstrate sound judgement regarding escalations and incident responsesSalary Information The base salary range for this position in the selected city is $77,968 - $90,000 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. 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. The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.