Manager IT Support IApply Now Job ID 1278018BR Date posted 10/05/2017 Location Rockford, IL Location Name Lowe's Illinois RDC Address 1605 Curtis Bridge Road Employment Type I Regular Employment Type II Full-Time Line of Business Corporate Department 0719 - IT Distribution & Trans Ops So
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.
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
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
• Master's Degree in Business Administration, Computer Science, CIS, Engineering or related field
• 2+ years of supervisory experience
• 3+ years of experience leading technical or project teams with or without direct reports
• 2+ years of work experience in an IT role requiring interaction with senior leadership
• 2+ years of experience in a leadership role of a large matrixed organization
• 3+ years Lowe's Operations experience
• 4+ years of experience working with third party IT vendors and/or software/hardware suppliers
• 2+ years IT management experience in the retail industry
• 3+ years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
Lowe’s Companies, Inc. (NYSE: LOW) is a FORTUNE® 50 home improvement company serving more than 17 million customers a week in the United States, Canada and Mexico. With fiscal year 2016 sales of $65.0 billion, Lowe’s and its related businesses operate or service more than 2,375 home improvement and hardware stores and employ over 290,000 employees. Founded in 1946 and based in Mooresville, N.C., Lowe’s supports the communities it serves through programs that focus on K-12 public education and community improvement projects. For more information, visit Lowes.com.
Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.Apply Now Email Job
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