Manager, IT Systems

Job Overview:

The South Region IT Manager will report to the Regional IT Director and is responsible for ensuring associates in the South region receive exceptional technical support and customer service. The Regional IT manager will be an experienced problem solver with strong technical expertise and the leadership skills necessary to drive continuous improvement and to motivate, support, and guide the team in the delivery of quality, efficient, and effective support to our associates.

Your Responsibilities

• Oversees the handling of incoming incidents and service requests, load balance tickets among techs, ensuring timely resolution or escalation as required.
• Step in as a backup and handle tickets assigned in queue.
• Monitor team activities and projects, conducting weekly one on one meetings.
• Assists in resolving complex technical issues by providing assistance and guidance to team members in troubleshooting and problem-solving processes.
• Coordinates with other IT teams and external vendors as needed to ensure timely resolution of incidents and minimize downtime.
• Travel to various markets within the South region.
• Travel to site offices to meet with Regional Directors and General Managers.
• Develops and maintains standard operating procedures (SOPs) for the IT team to ensure consistent and efficient workflows.

Coordinates and leads the hardware and software management functions of the IT department to include but not limited to the following:

• Ensures proper management and maintenance of personal computing hardware, including computers, printers, scanners, and other peripherals. This includes implementation, repairs, upgrades, and replacements. Manage purchases for hardware and software.
• Implements and maintains processes for tracking and managing IT assets, including inventory, procurement, and retirement of personal computing equipment and related software licenses throughout their lifecycle.
• Collaborates with the IT Director to identify, evaluate and select vendors, systems, and IT solutions. Evaluates vendor performance to resolve issues, disputes, or conflicts.
• Provides related support to projects by applying technical knowledge, expertise, practical application of skills and effective leadership.

Responsible for the effective management of vendor, contractor, and budget management related to IT support and services, including but not limited to the following:

• Collaborates with vendors and third-party service providers to ensure successful delivery of support services related projects and services.
• Manages vendor relationships, negotiate contracts, and monitors performance to ensure compliance with service level agreements and contractual obligations.
• Responsible for managing the budget allocated to the IT support team operation.
• Forecasts resource needs, optimizes staffing levels, and justifies budgetary requirements to ensure efficient operation and maintenance of support assets.

Effectively manages, develops, and motivates the IT support team, to include, but not limited to the following functions:

• Leads, motivates, inspires, and encourages IT team members.
• Effectively recruits, selects, and onboards IT staff.
• Continual performance management of staff through evaluations, coaching, development, and other opportunities that promote growth, learning, engagement, and innovation.
• Demonstrates effective and professional leadership through active engagement, involvement, and equitable treatment of all staff members. Fosters a culture of collaboration and an innovative IT team mindset.
• Addresses employee relations issues such as written disciplines, investigations, terminations, and offboarding in collaboration with Human Resources and other staff members.

Skills & Qualifications:

• Five (5) years of progressively responsible experience leading a technical support team including three (3) years of team management experience. • 7+ years of experience in IT operations. • Relevant industry certifications (e.g., CompTIA A+, Microsoft Certified Desktop Support technician, HDI, ITIL)
• Strong technical knowledge with the ability to troubleshoot problems across a range of technology systems, hardware, and software.
• Knowledge of best practices in IT trends, emerging technologies, and best practices in
• IT management. • Advanced skill in interpersonal communication and conflict resolution.
• Skill in analyzing data, identifying trends, and creating actionable data strategies.
• Strong project management skills and experience with project management methodologies.
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with stakeholders at all levels.
• Ability to simultaneously coordinate multiple tasks and priorities and support multiple individuals, teams, and work groups.
• Ability to establish and maintain project schedules and balance responsibilities for multiple projects.
• Ability to continually demonstrate practical knowledge, analytical judgements, and informed decision-making.
• Ability to communicate effectively on technical, interpersonal, and professional levels to diverse audiences, communities, and interest groups.
• Ability to adapt to a fast-changing environment.
• Ability to effectively lead, motivate, train, and engage a team of direct reports.
• Ability to adapt to changing priorities.

Travel:

• Work involves travel to other offices.

What We Offer:

As an exempt associate, you will be eligible for full comprehensive benefits to include your choice of multiple medical plans, dental, vision. In addition, you will be eligible for time off benefits, paid holidays, and a 401k with company match.

Disclaimer:

The above information in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job. This is not an all-inclusive job description; therefore, management has the right to assign or reassign schedules, duties, and responsibilities to this job at any time