Regional IT Support Manager - Chicago, United States - Vi Living

Vi Living

Verified Company

Chicago, United States

3 weeks ago

Posted by:

Mark Lane

beBee recruiter

Description

Overview:

Vi is recognized as a Great Place to Work and one of Glassdoor's 100 Best Companies to work for.

Learn from the best and accelerate your career with Vi.

What We Offer:

Competitive pay
Exceptional benefits
Generous Paid Time Off start accruing on day one
401k with company match
Paid maternity and paternity benefits
Awardwinning training and development
Tuition Reimbursement
Luxury work environment
Meaningful and rewarding work

The Regional IT Support Manager is responsible for managing the IT support function for their

assigned locations, including providing leadership and support to the Community Technology

Support Coordinators, managing the Help Desk to ensure that published service level

agreements (SLAs) are being met for the assigned locations, and oversight of any third-party

vendors providing support.

Responsibilities:

Community Support

Provides IT leadership and support to the Community Technology Support

Coordinators,

Regularly communicating with community leadership to ensure their IT needs are being

met.

Manages the outsourced Help Desk which includes:
Manages and dispatches the fleet of local third-party community technicians,

contractors, and consultants to assist with community support needs. In addition,

monitors their performance and addresses any gaps in performance to ensure services

are provided in line with agreements and SLAs. Works closely with Director of IT

Support and Cloud Services to provide feedback and input on vendor selection.

End-User Support

Communicates supportrelated plans, progress, metrics, and status reports to the IT

department and to the communities on a routine basis.

Manages detailed technical troubleshooting, debugging, and tuning operations.

Systems Support

Leads the annual PC Replacement program, working closely with IT team members,

consultants, vendors, and local technicians. Identifies, plans, and manages the scope and

budgets for the annual equipment replacement efforts.

Manages user configurations, directory mappings, security rights, printer configurations.
Designs and establishes standard PC and software images.

networks; installs new PCs and peripherals.

Collaborates with project members and department resources in order to understand

business objectives.

Provides analysis and technical solutions to business issues.

Project Support

In conjunction with the Director of IT Support and Cloud Services plans the support of

implementation projects, and coordinates tasks related to user equipment preparation.

Adheres to the Company's project management methodology and assists in the

development of standard operating procedures.

Drives completion of project deliverables as assigned by the project manager

Qualifications:

Education and Experience:

Education: Bachelor's degree in Computer Science or Management Information

Systems is required.

Work Experience: Minimum of 5 years experience in information systems, IT project

implementations, computer science, business analysis, programming, or technology

consulting is required. A solid working knowledge of computer operations including

hardware and peripheral installation, configuration and maintenance, operating systems

and networking fundamentals is required.