Mgr, IT Technical Support
Company: KeHE Distributors
Location: Naperville
Posted on: April 25, 2024
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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, Carol Stream , Mgr, IT Technical Support, IT / Software / Systems , Naperville, Illinois
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