Mgr, IT Technical Support

Company: KeHE Distributors
Location: Naperville
Posted on: April 25, 2024

Job Description:

Why Work for KeHE?--Full-timePay Range: $94,000.00/Yr. - $140,000.00/Yr.Shift Days: , Shift Time:Benefits on Day 1Health/RxDentalVisionFlexible and health spending accounts (FSA/HSA)Supplemental life insurance401(k)Paid time offPaid sick timeShort term & long term disability coverage (STD/LTD)Employee stock ownership (ESOP)Holiday pay for company designated holidaysOverviewGood people, working with good people, for our common good.Sound good?KeHE-a natural, organic, specialty and fresh food distributor-is all about \"good\" and is growing, so there's never been a more exciting time to join our team. If you're enthusiastic about working in an environment with a people-first culture and an organization committed to good living, good food and good service, we'd love to talk to you!Primary ResponsibilitiesThe IT Technical Support Manager is responsible for overseeing the day-to-day operations of Level 1 and Level 2 Technical Support, ensuring efficient and effective resolution of user technical issues, maintenance, and projects. They will lead a growing team of technicians, provide guidance, support, and implement strategies to optimize performance and service quality. As with all positions at KeHE Distributors, we expect that all actions will be consistent with KeHE's Mission, Vision, and Values.Essential FunctionsDUTIES, TASKS AND RESPONSIBILITIES:Team Management: Recruits, hires, onboards, and trains new team members.Assigns tasks and projects, delegates responsibilities, and provides performance feedback.Coaches and mentors team members, fostering a positive and productive work environment.Manages work hours for technology support agents including start/stop times, vacations, personal times, etc.Manages relationship with 3rd party 24/7 helpdesk vendor.Efficient Resolution of Technical Issues:Establishes and maintains service level agreements (SLAs) for response and resolution times.Monitors team performance and identifies areas for improvement.Implements processes and procedures to streamline issue resolution.Knowledge Base and Resources: Develops and maintains documentation for common technical issues and solutions.Encourages knowledge sharing among team members.Stays up to date on emerging technologies and industry best practices.Evaluates new technologies and recommends their adoption when beneficial.Participates in professional development opportunities.Budgeting/Resource Management/Reporting/Analytics: Develops and manages the IT Technical Support budget.Identifies and procures necessary resources and equipment.Negotiates contracts with vendors for technical support services.Generates reports on team performance, key metrics, and trends.Analyzes data to identify areas for improvement and opportunities for innovation.Presents findings and recommendations.Other duties and projects as assigned.SKILLS, KNOWLEDGE AND ABILITIES:Ability to communicate effectively both verbal and written.Strong technical skills.Knowledge of various IT systems and software.Strong interpersonal skills and problem solving skills.Strong attention to detail.Proficiency in Microsoft Office (Outlook, Excel, PowerPoint, Word).Ability to manage multiple projects or tasks simultaneously.Ability to work independently and as part of a team.Ability to travel when needed.Strong analytical and critical thinking skills.Minimum Requirements, Qualifications, Additional Skills, AptitudeEDUCATION AND EXPERIENCE: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.PHYSICAL REQUIREMENTS:These physical demands are representative of the physical requirements necessary for an employee to successfully perform the essential functions of the job.Requisition ID2024-22969Equal Employer Opportunity StatementKeHE Distributors provides equal employment opportunities to all employees and applicants for employment and prohibits all forms of discrimination and harassment on the basis of race, color, religion or faith, sex, gender, age, ancestry, national origin, mental or physical disability or medical condition, sexual orientation, gender identity or expression, marital status, military or veteran status, genetic information, or any other category protected under federal, state, or local law. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training as well as the administration of all Human Resources and Talent Acquisition processes.

Keywords: KeHE Distributors, Wheaton , Mgr, IT Technical Support, IT / Software / Systems , Naperville, Illinois