RESPONSIBILITIES:
- o Recruits, hires, onboards, and trains new team members.
- o Assigns tasks and projects, delegates responsibilities, and provides performance feedback.
- o Coaches and mentors team members, fostering a positive and productive work environment.
- o Manages work hours for technology support agents including start/stop times, vacations, personal times, etc.
- o Manages relationship with 3rd party 24/7 helpdesk vendor.
- o Establishes and maintains service level agreements (SLAs) for response and resolution times.
- o Monitors team performance and identifies areas for improvement.
- o Implements processes and procedures to streamline issue resolution.
- o Develops and maintains documentation for common technical issues and solutions.
- o Encourages knowledge sharing among team members.
- o Stays up to date on emerging technologies and industry best practices.
- o Evaluates new technologies and recommends their adoption when beneficial.
- o Participates in professional development opportunities.
- o Develops and manages the IT Technical Support budget.
- o Identifies and procures necessary resources and equipment.
- o Negotiates contracts with vendors for technical support services.
- o Generates reports on team performance, key metrics, and trends.
- o Analyzes data to identify areas for improvement and opportunities for innovation.
- o Presents findings and recommendations.
REQUIREMENTS:
- · Bachelor’s degree in Information Technology, Computer Science, or related field is required.
- · Minimum of 5 years of experience in IT technical support including 2 years of management experience.
- · Experience in project management and budget management is preferred.
- · ITIL certification preferred.
- · Experience with IT service management tools preferred.
Job Type: Full-time
Pay: $105,572.42 - $126,925.93 per year
Benefits:
- 401(k)
- Dental insurance
- Health insurance
- Life insurance
- Paid time off
- Vision insurance
Experience level:
Schedule:
Application Question(s):
- What are your salary requirements? (required)
- Would you ever require any form of sponsorship? (required to answer)
Experience:
- IT project management: 5 years (Preferred)
License/Certification:
- ITIL Certification (Required)
- PMP (Preferred)
Ability to Commute:
- Naperville, IL 60563 (Required)
Work Location: Hybrid remote in Naperville, IL 60563