On-Site Technical Support Manager — Lead IT Team

Shamrock Trading Corporation; Overland Park (KS); Hybrid; USD 85,000 - 120,000; Full time

Job summary

Shamrock Trading Corporation in Overland Park, KS seeks an on-site Technical Support Manager to lead a growing team of Analysts. You will mentor staff, drive performance, and ensure efficient IT support tooling for business users.

The role requires strong customer service, proactive work ethic, and hands-on IT experience. You will coordinate cross-functional teams and manage small projects while maintaining 24x7 on-call readiness.

Qualifications

• Degree in Information Technology or equivalent practical ability.
• 3+ years managing IT support teams.
• 3+ years hands-on IT support experience.
• Proven ability to drive incidents to resolution and prevent recurrence.
• Clear English communication, written and verbal.
• Experience automating repetitive tasks is a plus.
• Ability to communicate across technical and non-technical staff.
• Project planning and scheduling skills.
• Ability to handle multiple priorities in a fast-paced environment.
• Ital experience and/or certification is a plus.

Responsibilities

• Lead a technical support team including remote offices.
• Mentor and develop the technical support staff.
• Set and monitor performance goals.
• Drive improvements in operational efficiency.
• Communicate with customers, technical staff, and business leaders.
• Manage small projects and ensure timely delivery.
• Lead incidents to resolution and prevent recurrence.
• Provide training for new team members and staff.
• Collaborate with senior management on process improvements.
• Act as escalation point for 24x7 on-call operations.

Skills

Team management

Mentoring staff

Communication

Incident resolution

Project planning

Automation familiarity

Cross-functional collaboration

Multi-tasking

On-call leadership

English proficiency

Remote/offices coordination

ITIL experience

Education

Information Technology degree or equivalent

Job description

About the Role

Shamrock Trading Corporation is the parent company of a family of brands in transportation services, finance, and technology. Headquartered in Overland Park, KS, Shamrock is frequently recognized among the “Best Places to Work” in Kansas City and Chicago and was most recently recognized as one of America’s top 100 “Most Loved Workplaces” by Newsweek. We also have offices in Atlanta, Chicago, Dallas, Ft. Lauderdale, Houston, Laredo, Nashville, and Phoenix.With an average annual revenue growth of 25% over several decades, Shamrock’s success is attributed to three key factors: hiring the best people, cultivating long-term relationships with our customers, and continually evolving in the marketplace.

What You’ll Do

Shamrock is looking for an on-site Technical Support Manager to help lead our growing team of Technical Support Analysts. Our IT Support teams have the mission of making sure that our business users have the front-end tooling and support they need to be at their most efficient state. The successful candidate for this role will display top-notch customer service skills and integrity, possess a highly proactive work ethic, and have the technical skill to guide and mentor his/her team members.

What You’llBring

• Manage a technical team, which includes employees in remote offices.
• Mentor and foster professional development of technical support staff.
• Set performance goals and ensure that team members are meeting those goals.
• Drive improved operational efficiency.
• Effectively communicate with customers, technical staff, and business leaders.
• Effectively perform project management for small sized projects, as needed.
• Lead incidents to resolution and prevent recurrence, when applicable.
• Performs training for new team members and business staff.
• Works with senior management to recommend and implement process improvements.
• Analyzes team productivity and acts as a quality control layer to ensure work is completed thoroughly and timely.
• Perform as an escalation point for 24x7x365 on-call operations.

What Will Set You Apart

• Degree within the Information Technology field, or evidence of exceptional ability.
• 3+ years management experience of an IT Support team.
• 3+ years of 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.