Technology Manager, Support

Principal Duties And Accountabilities

• Manage a team of full-time and part-time (as needed) IT professionals to deliver timely, high-quality solutions with a customer service focus to U.S. Engineering team members that work in offices, production facilities, and remote jobsites.
• Work closely with Cybersecurity, Infrastructure and Application Development leaders to support internal and external needs.
• Leverage technology to oversee the IT Support function and operate a tiered support structure to ensure quick resolution.
• Develop and maintain Standard Operating Procedures for IT support.
• Coach, develop, and mentor each IT Support team member with effective leadership strategies that foster open communication and are in alignment with our U.S. Engineering culture and core values.
• Listen to internal clients to identify and assess both Support team technical training needs as well as end user training needs.
• Create and maintain IT Support process documentation materials as well as new hire orientation user guides, manuals, and other documentation.
• Define and communicate goals for the IT Support team and communicate key performance indicators to U.S. Engineering management, including communications/responsiveness, resolution rates, documentation, and SLAs.
• Create support efficiencies through workflows and automation.
• Understand support capacity thresholds and right-size the support team with the required mix of technical expertise.
• Collaborate with HR to post job openings, review resumes, conduct job interviews and onboard new IT Support hires.
• Build strong relationships within the organization to promote modernization in our industry and help internal clients grow with technology.
• Lead technology hardware cycling process.

Education

• Technical Degree or equivalent with 8+ years of experience in Business Administration, Management, Information Systems and Computer Science or equivalent Construction fields including Construction Management, Architecture or Engineering.
• 5+ years minimum management experience in IT.
• Experience utilizing technology to facilitate a tiered support structure and project management. Examples include the ticketing system (Zoho), project tracking (Asana), process diagrams (Lucid Charts), Asset Management (PDQ, Zoho), Active Directory (ManageEngine).
• Experience working in or with those in the construction, service or manufacturing industries is preferred.

Knowledge, Skills, And Abilities

• Well versed in personal and business technologies including hardware and software, including SaaS software platforms, Android & iOS phones, ipads, copiers, routers, etc.
• Ability to generate positive, effective Customer (internal) experiences including onboarding, training and new client relationships required.
• Ability to acquire a mastery-level proficiency with U.S. Engineering’s IT product offerings, business model, services, emerging technologies and trusted advisor best practices.
• Ability to use, teach the basics, & promote best practices with retail applications, including MS Office, MS Team, Power BI, and Android & iOS.
• Familiarity with SaaS Software platforms, including CRM (Salesforce), Project Management Software (Procore), and Accounting and Payroll software (Sage).
• Clear and effective verbal and written communication skills.
• Ability to work with others in various environments including the professional office environment, construction jobsite environments and manufacturing environments, including working directly on the manufacturing floor.
• Proactive and driven self-starter with strong organizational, time management, and follow up skills.

Physical And/or Travel Demands

• This is an active position that will be performed in a typical office setting, sitting at a desk, conference table, or standing in Manufacturing facilities and Construction job sites.
• Frequent use of computer keyboard, monitor, and telephone.
• Some standing, bending, and lifting is required.
• Anticipated airline travel with overnight stays expected to be monthly.
• Vehicle travel among regional locations anticipated to be similar.

Benefits And Compensation

• The range for this position has been established at $90k to $127K annually and is U.S. Engineering’s good faith and reasonable estimate at the time of the posting.
• The compensation offered to the finalist selected for this role will be based on a variety of factors, including but not limited to internal equity, experience, education, specialty, and training.
• Career development opportunities, including tuition reimbursement, professional development programs, and career advancement paths.
• Comprehensive benefits package, including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions.
• Industry-leading benefits package, including health, dental, and vision plans, matching retirement contributions, and matching 529 contributions.
• Year-end bonus based on company and/or individual performance as well as paid time off.