Manager IT Support I

8 - 10 years experience  •  Hardware

Salary depends on experience
Posted on 10/17/17
Rockford, IL
8 - 10 years experience
Hardware
Salary depends on experience
Posted on 10/17/17

Are you a Pioneering Spirit? Lowe's is looking for Visionaries, Risktakers, Adventurers. Lowe’s is looking for someone that is driven by potential —A trailblazer of innovation. We are a multibillion dollar company with 5 million MyLowes users and millions of daily site visits. We’re looking for someone that dares to take risks and is excited about the opportunity to work on problems that have never been attempted. So if you’re an innovator, the kind of person who thinks outside the box and is always excited about your next challenge, you might just be the Pioneering Spirit we’re looking for.

Job Summary:
The Support Manager I is primarily responsible for managing the day-to-day workflow of first, second, and third level support for products and/or applications and managing the process for tracking and documentation related to staging and integration, troubleshooting, and/or installation by reviewing and updating documents as appropriate.

The Support Manager I is also responsible for managing the setup and maintenance of computer systems by coordinating IT installation and deployment projects.

The Support Manager I manages relationships with third party hardware and/or software vendors by ensuring vendor agreements are complete, current, and stored in the appropriate location.


Essential Responsibilities:
Manages the day-to-day workflow of first, second, and third level support for products and/or applications by serving as the primary contact for resolution of systems issues; meeting customer service standards (i.e., displaying a positive attitude, actively listening, taking ownership, leveraging knowledge, communicating clearly); providing escalation paths; coordinating resources; leading the troubleshooting process on a bridgeline with other groups; monitoring and making decisions regarding high priority events; recommending a resolution proposal to prevent issue recurrence; defining and managing to key performance indicators (e.g., performance, availability, and capacity); analyzing incident data and trends to help prioritize efforts to improve system availability and performance; assisting in the management of disaster recovery and business continuity processes and events; providing after hours on call support

Manages the process for tracking and documentation related to staging and integration, troubleshooting, and/or installation by reviewing and updating documents as appropriate; monitoring resolution of issues to achieve closure; following up and providing status updates to management; following procedures for incident escalation; compiling and/or ensuring team receives information (e.g., procedures, installation, configuration) related to new technology; promoting and ensuring compliance in the use of a knowledge repository for technical support; managing the development of standard operating procedures

Manages the setup and maintenance of computer systems by coordinating IT installation and deployment projects; overseeing the preventive maintenance and break/fix repairs on technology (e.g., PCs, thin clients, printers, servers, mobile devices, and hand held devices), including more complex devices (e.g., servers, network, telecommunications equipment); reviewing and providing feedback for departmental and/or enterprise changes to the production environment according to established change control processes

Manages relationships with third party hardware and/or software vendors by ensuring vendor agreements are complete, current, and stored in the appropriate location; reviewing vendor performance levels and ensuring service level agreements are met; reviewing and approving vendor invoices; developing plans, coordinating resources, and monitoring progress of special projects with vendors


Core Responsibilities:
Pursues professional growth and provides developmental opportunities for others by soliciting and acting on performance feedback; building collaborative, cross-functional relationships; hiring, training, and developing talent for growth opportunities; delegating tasks and decisions; fostering open dialogue amongst team members; working closely with employees to set goals and provide open feedback and coaching to drive performance improvement

Manages designated work stream to meet customer and business needs by translating business plans into tactical action items; communicating goals and objectives; overseeing work assignments; aligning team efforts; building accountability for and measuring progress in achieving results; identifying and addressing improvement opportunities; assuming responsibility for decision making

Required Minimum Qualifications:
• Bachelor's Degree in Business Administration, Computer Science, CIS, or related field and 8+ years of experience in IT, operations, or related field, including 4+ years in a leadership role. Additional equivalent work experience may be substituted for the degree requirement

Job ID 1278018BR

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