Technical Support Manager

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

About Shamrock Trading Corporation

Shamrock Trading Corporation is a family of brands that has been serving the transportation and logistics industries since 1986. Shamrock offers factoring solutions, export financing, third‑party logistics, a fuel card program and trucking technology. Shamrock’s mission since the start has been to create value and success for our customers, our partners and our people. Strong ethics, dedication to our customers and close attention to the marketplace are critical to the success and growth of the Shamrock brands. Shamrock is headquartered in Overland Park, Kansas, with multiple offices throughout the U.S. Overland Park is a great place to live, work and play, being conveniently located within driving distance of everything Kansas City has to offer. Housed within the heart of Overland Park, our offices include 4 gorgeous towers on the East and West sides of Metcalf Ave. With a heavy community presence and a winning culture, Shamrock is a great place to work in Overland Park!

Why You’ll Love Working Here

Our award‑winning culture is a testament to our commitment to growth, recognition and empowerment. From day one, we prioritize employees first, encouraging them to think and act like owners and providing endless opportunities for growth and self‑development, both personally and professionally. Shamrock has been recognized as one of America’s 2025 “Most Loved Workplaces” by Newsweek.

Benefits

• Training and Development: Ongoing training and professional development opportunities
• Medical: Fully paid healthcare, dental and vision premiums for employees and eligible dependents, and gym benefits
• Financial: Generous company 401(k) contributions and employee stock ownership after one year
• Work‑Life Balance: Competitive PTO and fully paid time off opportunities to volunteer within your community

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’ll Bring

• 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.