Technology Manager, Support

U.S. Engineering • Kansas City, MO

2d • Hybrid

About The Position

U.S. Engineering is seeking a Technology Manager, Support to manage its national IT support function, primarily in Kansas City and Denver. This role involves building a high-performance team focused on internal customer satisfaction through collaboration with the Technology team and all U.S. Engineering companies. The manager will oversee a team of full-time and part-time IT professionals, ensuring timely, high-quality solutions with a customer service focus for team members across offices, production facilities, and remote jobsites. The position requires close collaboration with Cybersecurity, Infrastructure, and Application Development leaders to support internal and external needs, leveraging technology to operate a tiered support structure for quick resolution.

Requirements

• 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).
• 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.
• Candidates must be legally authorized to work in the United States on a full-time basis without requiring future sponsorship for employment visa status.

Nice To Haves

• Experience working in or with those in the construction, service or manufacturing industries is preferred.

Responsibilities

• 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.
• Develop and standardize support ticket documentation.
• 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.

Benefits

• A base salary complemented by commission opportunities based on the Account Manager’s individual sales performance and attainment of sales targets
• Team members are eligible for a year-end bonus based on company and/or individual performance
• paid time off
• health, dental, and vision plans
• matching retirement contributions
• matching 529 contributions

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 501-1,000 employees