IT Technical Support Manager

Location: Downers Grove OR Grand Rapids

Are you interested in joining a company who has consistently been named to the “101 Best & Brightest Companies to Work For" by the National Association for Business Resources? Looking to build on your leadership experience within IT support? If so, this strategic position, located in Downers Grove or Grand Rapids, leading a team of dynamic technology professionals, may be a perfect fit for you!

Flexco, a leading global manufacturer, is looking for an IT Technical Support Manager who has demonstrated success in resolving complex issues for a diverse client base. The ideal candidate is action-oriented and brings strong interpersonal skills.

As an IT Support Manager, you will lead our global support team to ensure excellent service standards and maintain high customer satisfaction. This role requires a strategic leader with a strong understanding of Agile methodologies and experience in ITSM platforms to enhance our support operations and implement effective processes across multiple regions

An IT Technical Support Manager at Flexco can expect a starting compensation of between $92,000.00 and $126,000.00 per year, or more, depending on location, skills and experience.

All internal Flexco employees must inform their manager before applying to a new role and must be in good standing with Flexco.

What You Will Need

• Bachelor’s degree in information technology, Computer Science, or a related field.
• Master’s degree in IT Management or Business Administration will be a huge plus
• 6 years of experience in IT support management, preferably in a global environment.
• Strong understanding of IT Service Management (ITSM) tools and platforms, with certification in ITIL preferred.
• Additional certifications in Agile, ITSM, or related fields will be a huge plus
• Proven experience implementing Agile methodologies within a support team.
• Excellent leadership skills with the ability to manage geographically dispersed teams.
• Strong problem-solving skills and the ability to make decisions under pressure.
• Excellent verbal and written communication skills.
• Ability to manage multiple projects simultaneously and meet deadlines.
• Top applicants will have experience in managing support for on-prem and cloud-based environments.
  
  

What You Will Be Doing

• Global Team Leadership: Direct and manage a global IT support team to ensure 24/7 operational effectiveness. Develop team members through mentoring, setting clear objectives, and conducting performance reviews.
• Technical Support and Strategy: Provide advanced technical support and serve as a senior liaison with subsidiaries and external partners, aligning efforts with the global IT strategy. Monitor and report on technical support SLAs to ensure they meet or exceed established standards.
• Agile and ITSM Implementation: Implement Agile methodologies to enhance team responsiveness and manage ITSM platforms according to ITIL standards for improved IT processes.
• Performance and Policy Management: Establish and maintain IT performance metrics, policies, and procedures across architecture, security, disaster recovery, and service provision. Conduct regular reviews of SLAs and KPIs to ensure continuous improvement and alignment with business goals.
• Stakeholder and Incident Management: Serve as the main IT support contact for stakeholders and manage IT incidents, ensuring swift resolutions and preventive measures for future issues. Maintain incident management KPIs such as mean time to respond and mean time to resolve.
• Budget and Compliance Oversight: Manage the IT support budget, optimize resource allocation, and ensure compliance with legal, regulatory, and policy standards.
  
  

Flexco is an equal-opportunity employer offering a generous compensation and benefits package including:

• Medical (including Rx), dental, vision on the first day of employment
• 401(k) with matching funds
• 12 paid holidays per year
• Up to 15 vacation days and 5 personal days
• Tuition reimbursement/educational assistance
• Pension plan, life insurance, disability insurance, vacation, and more
  
  

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

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