On-Site Technical Support Manager - Lead, 24x7

Shamrock Trading Corporation; Overland Park (KS); On-site; USD 85,000 - 110,000; Full time

Benefits offered by this job

Training and Development

Medical: Fully paid healthcare, dental

Financial: 401(k) contributions and ES

Work-Life Balance: PTO and community

Job summary

Shamrock Trading Corporation, headquartered in Overland Park, Kansas, is seeking an on-site Technical Support Manager to lead our growing IT Support Analysts team. You will ensure frontline tooling and support for business users, while delivering top-notch customer service with integrity and a proactive work ethic.

The ideal candidate has 3+ years of IT support management, hands-on technical experience, and strong communication skills to coordinate with technical staff and business leaders.

Qualifications

• Degree within the Information Technology field, or evidence of exceptional ability.
• 3+ years management experience of an IT Support team.
• 3+ years hands-on technical experience on an IT Support team.
• Must have strong ability to drive incidents to resolution in an efficient manner and a demonstrated focus on preventing further incidents.
• Ability to communicate clearly in English, verbally and in writing, keeping the right people informed of relevant issues as well as understand and execute oral and written instructions.
• Experience automating repetitive tasks.
• Ability to effectively communicate across technical disciplines (systems, network, software) and non-technical business staff.
• Project planning/execution skills including estimating, scheduling, and executing on committed schedules.
• Ability to handle multiple competing priorities in a fast-paced environment.
• Nice to have: ITIL experience and/or certification.

Responsibilities

• Lead and mentor a growing team of Technical Support Analysts.
• Provide proactive customer service and ensure tooling for business users.
• Set performance goals and monitor achievement.
• Drive improved operational efficiency.
• Communicate effectively with customers and stakeholders.
• Manage small projects end-to-end as needed.
• Lead incidents to resolution and prevent recurrence.
• Perform training for new team members and business staff.
• Work with senior management to implement process improvements.
• Analyze team productivity and ensure quality of work.
• Serve as escalation point for 24x7x365 on-call operations.

Skills

Team management

Customer service

Communication

Project management

Incident management

Training

Mentoring

Automation

Education

IT degree or equivalent

Job description

Shamrock Trading Corporation, headquartered in Overland Park, Kansas, is seeking an on-site Technical Support Manager to lead our growing IT Support Analysts team. You will ensure frontline tooling and support for business users, while delivering top-notch customer service with integrity and a proactive work ethic.

The ideal candidate has 3+ years of IT support management, hands-on technical experience, and strong communication skills to coordinate with technical staff and business leaders.