Manager Information Technology, Network in Downers Grove, IL

$80K - $100K(Ladders Estimates)

Ensono   •  

Downers Grove, IL 60515

Industry: Information Technology


Not Specified years

Posted 40 days ago

Key Responsibilities

· You'll work with your team to ensure that they are aware of SLA's and other performance targets

· You will be monitoring individual and team performance against agreed targets

· You will be responsible for ensuring your team are fully adherent to all ITIL processes

· You will manage and direct the day to day activities of the support engineers

· You will own recruitment and induction of new starters (working with HR)

· You will be responsible for on-the-job coaching of team members in their development

· You will provide a lead role in staff development through training, performance appraisal and team building

· You will ensure adherence to internal processes

· You will develop and maintain good communications within network support and other teams across operations

· You will act as escalation point for major incidents

· You will work with the team to standardize and improve working practices

· You will ensure incident calls are being progressed in correct technical directions in timely manners

· You will ensure that delivering under/over our agreed services is monitored

· You will ensure that escalated calls and issues are responded to within defined service levels and call management guidelines

· You will utilize and liaise with third party suppliers and support functions

· You will ensure support engineers, clients and partners are updated on the status of issues

· You will oversee implementation of changes to customer solutions

· You will identify technical training as needed

· Engages delivery organization to ensure product operations and delivery capabilities are addressed.

Skills & Knowledge

· Experience managing customer operations teams

· Excellent client communications skills

· Experience in supporting high availability customer-focused environments

· Excellent team working skills are essential


· Bachelor's Degree; or 5 years of relevant work experience


· Desired: Six Sigma, Business Analyst Certification; BPM certification



Valid Through: 2019-11-7