Job details

IT Support Manager

Company Overview

Shamrock Trading Corporation is the parent company for a family of brands in transportation services, finance and technology. Headquartered in Overland Park, KS, Shamrock is frequently recognized among the “Best Places to Work” in Kansas City and Chicago and was most recently recognized as one of America’s top 100 “Most Loved Workplaces” by Newsweek. We also have offices in Atlanta, Chicago, Dallas, Ft. Lauderdale, Houston, Laredo, Nashville, Philadelphia and Phoenix.

With an average annual revenue growth of 25% over several decades, Shamrock’s success is attributed to three key factors: hiring the best people, cultivating long-term relationships with our customers and continually evolving in the marketplace.

Responsibilities

Shamrock is looking for an on-site IT Support Manager to help lead our growing team of Technical Support Analysts. Our IT Support teams have the mission of making sure that our business users have the front-end tooling and support they need to be at their most efficient state. The successful candidate for this role will display top-notch customer service skills and integrity, possess a highly proactive work ethic and have the technical skill to guide and mentor his/her team members.

Manage a technical team, which includes employees in remote offices
Mentor and foster professional development of technical support staff
Set performance goals and ensure that team members are meeting those goals
Drive improved operational efficiency
Effectively communicate with customers, technical staff and business leaders
Effectively perform project management for small sized projects, as needed
Lead incidents to resolution and prevent recurrence, when applicable
Performs training for new team members and business staff
Works with senior management to recommend and implement process improvements
Analyzes team productivity and acts as a quality control layer to ensure work is completed thoroughly and timely
Perform as an escalation point for 24x7x365 on-call operations

Qualifications

Degree within the Information Technology field, or evidence of exceptional ability
3+ years management experience of an IT Support team
3+ years of hands-on technical experience on an IT Support team
Must have strong ability to drive incidents to resolution in an efficient manner and a demonstrated focus on preventing further incidents
Ability to communicate clearly in English, verbally and in writing, keeping the right people informed of relevant issues as well as understand and execute oral and written instructions
Experience automating repetitive tasks
Ability to effectively communicate across technical disciplines (systems, network, software) and to non-technical business staff
Project planning/execution skills including estimating, scheduling, and executing on committed schedules
Ability to handle multiple competing priorities in a fast-paced environment
Nice to have: ITIL experience and/or certification

Benefits Package

At Shamrock we hire bright, ambitious people and give them the tools they need to be successful. By investing in training and development, we hope to become a long-term career for employees, where there are always opportunities for advancement. Shamrock also offers a premier set of benefits for employees and their families:

Medical: Fully paid healthcare, dental and vision premiums for employees and eligible dependents
Work-Life Balance: Competitive PTO, paid leave policies and eligibility for work from home opportunities after an introductory period
Financial: Generous company 401(k) contributions and employee stock ownership after one year
Wellness: Onsite gym, jogging trail, and discounted membership to nearby fitness center