IT Support Manager

Overview

You're a technology leader with a passion for leading teams and recognized for bringing high standards and a thoughtful approach to letting technology work for the business. You desire a culture where you're surrounded by talented, collaborative and kind colleagues who take pride in their work. Discover a career designed to be different.

Join Room & Board's dedicated Technology Services team, where you'll play a pivotal role as IT Support Manager. Our Technology Services team, comprised of skilled desktop engineers, support technicians, systems engineers, network engineers, project managers, and interns (15± staff members in total), is dedicated to providing robust infrastructure and user support to empower over 1,000 staff members nationwide in utilizing our technology and applications effectively.

As the IT Support Manager, you'll report directly to our Director of Technology Services and spearhead the delivery of top-notch technical support and provide leadership to our End User Support team of 4 professionals (including 2 rotating interns). Your role will involve fostering strong connections with our business partners and collaborating closely with our broader information technology teams. Leveraging your deep understanding of our business and technology landscape, you'll ensure prompt and consistent resolution of issues, driving operational excellence and enhancing user experience across the organization.

Work Location:

4600 Olson Memorial Highway, Golden Valley, MN (off Hwy 100 & 55)

This role works 4 days in the office with 1 day remote per week. This is not a full-time remote position. On-call requirement.

You’ll share your talents in the following ways as an IT Support Manager:

• Spearhead the development and maintenance of internal processes, best practices and documentation.
• Lead and mentor our team, enhancing skill sets and optimizing their work.
• Drive team performance through thoughtful oversight, measurement, and assessment of the services provided.
• Manage escalated issues, emergency outages, and security vulnerabilities to resolution.
• Take charge of major incident and change management processes.
• Utilize technical and business knowledge to optimize our ticketing application and define best practices.
• Provide operational support for our broader Information Technology teams.
• Participate in coordinating communication, timelines, and resource allocation for technology projects.

You embody these core attributes and qualities as an IT Support Manager:

• Trusted Partner: You seamlessly integrate with our business areas, understanding their needs and staying abreast of our business initiatives, and leveraging technology to drive desired outcomes.
• Collaborative & Curious Leader: You foster teamwork, actively engaging with IT resources to deliver exceptional services and resolve issues. Your inquisitive nature sparks innovation, while your knowledge-sharing mindset strengthens the team.
• SLA Management Expert: You excel in defining and managing SLAs to ensure timely issue resolution.
• Analytical Problem-Solver: You tackle challenges with a blend of analytical thinking, creativity, and collaboration, consistently finding effective solutions.
• High Standards Advocate: You uphold high standards in service delivery, emphasizing documentation and knowledge sharing to maintain consistency and excellence.
• Customer-Service Mindset: You bring a passion for technology with an understanding of the impact of system changes and outages on the user experience.

Additionally, you'll bring the following experience and demonstrated skills as an IT Support Manager:End User Support Technician2)

• A minimum of 5 years of experience working in a similar role prioritizing workload and leading day to day needs, including Level 2 technology support 
• Confident in your understanding of ITSM/ITIL concepts and their application

• Experience defining, implementing, and ensuring compliance to SLAs, processes and procedures

• Demonstrated experience leading and developing technical and operational skillsets of a team, as well as peers

• Strong written and verbal communication skills including presentation and meeting facilitation

What you’ll find working here as an IT / Technology Support Manager:

• Salary: $75,000.00 - $100,000.00 / yr.
• Benefits that focus on holistic well-being. The whole person matters, not just the one who shows up for work. That’s why we invest in holistic well-being that supports and encourages you to live a full life. Besides a competitive paycheck, we offer several awesome perks to help you thrive in every aspect of life. Picture this: three weeks of paid vacation, a generous 401(k) match, profit-sharing, and a whole bunch of cool extras. We're talking about benefits that cover you from head to toe – physically, emotionally, and financially. To view all benefits offered by Room & Board, please visit:  https://www.roomandboard.com/careers/benefits-wellbeing.ftl
• Meaningful work. We create a meaningful work experience by empowering everyone to contribute, taking pride in everything we do, and making the world sustainable, inclusive and beautiful. To learn more about our company and culture, please visit: https://www.roomandboard.com/careers/get-to-know-us
• A culture of respect. We sustain a culture of respect by relying on our shared values, building supportive and kind teams, and ensuring all voices are heard and celebrated. To learn more, please visit https://www.roomandboard.com/careers/get-to-know-us/culture-of-respect

Application Deadline: The position will remain open until filled; there is no specified deadline.

Room & Board is a modern furniture and home decor retailer committed to creating beautiful, well-made products while providing exceptional customer service. Our mission is to help people create homes they love through timeless designs, sustainable practices, and a focus on quality craftsmanship. Visit https://www.roomandboard.com/about-us to learn more.

Room & Board is a place where people can flourish because they can be themselves. We celebrate our differences, including our beliefs and cultural traditions as well as all of the life experiences that define us. We build common ground through understanding and shared experiences. We're better together.

Discover a career designed to be different.

Salary