Regional IT Support Manager - Vi Living
Chicago, IL 60606
About the Job
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
- Award-winning 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.
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 support-related 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.
• Coordinates installation of desktop software and custom applications on PCs and
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
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.
• Licensure / Certification: Microsoft certifications preferred