Manager, Information Technology

Manager, Information Technology

Champions Group is looking for a motivated, talented, and qualified Information Technology (IT) Manager to lead and manage our IT team. The manager will be tasked with providing unparalleled customer service, focusing on timely and comprehensive resolutions to our users' technical needs. IT operations are carried out through a mix of internal and external teams and third-party service providers.

As IT Manager, you will provide technical expertise and support for all IT-related matters, including network, servers, phone systems, cloud technologies, end-user computing devices, software, peripherals, desk phones, and mobile devices. The candidate will be responsible for deploying new tools / services and managing the day-to-day workload of service desk personnel. This individual will be the point of escalation for service issues between internal and external teams and facilitate external teams with knowledge documents for expanding their support capability.

This hands-on position requires a solid technical background, proven customer service experience, and a strong management background. This includes the ability to strategically solve problems and motivate the team to achieve specific business-centered goals. Proven strategic and tactical leadership, communication, and organizational skills are essential to perform well in this position.

Primary Responsibilities :

• Provide IT support by communicating effectively across multiple levels of the organization.
• Provide leadership to maintain standard operating procedures, ensure best practices, and develop guidelines for delivering high-quality support.
• Maintain effective partnerships and influence management, peers, and staff through an inclusive style and leadership ability.
• Establish best practices throughout the entire technical support process
• Develop daily, weekly, and monthly reports (from our systems) to measure service efficiency, steer productivity, and share such reports with the management team regularly.
• Set up high customer service standards and ensure that the team is set up to deliver accordingly.
• Ensure customer service requests (tickets) are handled in a timely manner and followed through for completion.
• Prioritize projects and operations tasks effectively to deliver within the defined SLA
• Manage, install, configure, and troubleshoot IT issues related to networks, connectivity, and security, laptops, workstations, printers, phones, video conference units, and mobile devices.
• Respond promptly to escalations for technical assistance via phone, email, and in person as needed.
• Contribute to improving customer support by involving yourself in situations that fall below these standards.
• Manage the IT service desk team members and evaluate performance against established expectations

Qualifications :

Physical Demands :

We are an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

This policy applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. We make hiring decisions based solely on qualifications, merit, and business needs at the time.

Pay Range : $125,000 - $150,000 USD

About Champions Group :

Champions Group is a nationwide leading provider of essential home services specializing in heating, air conditioning and plumbing services. With the mission to maintain long term relationships with its customers, Champions Group is dedicated to delivering timely, high-quality services across a comprehensive suite of HVAC, plumbing and electrical products. Champions Group Holdings includes brands from across the country, including Adeedo!, ASI, Bee's Plumbing, Bell Brothers, Fetch-A-Tech, HELP, Hobaica, Howard Air, JW Plumbing Heating and Air, M and M Heating, Cooling, Plumbing & Electrical, McAfee Heating and Air, Moore Home Services, ProSkill Services, Scottsdale Air, Seatown Electric, Plumbing, Heating & Air, Service Champions, Service Wizard, Sierra Air, Swan Plumbing, Heating & Air Conditioning and Timo's Air Conditioning & Heating.