IT Site Support Manager - Chicago (Willis Tower)

The IT Site Support Manager is responsible for overseeing all IT site support operations and leading a team of IT Site Support Engineers to deliver high-quality, efficient technical support. This role requires a strong technical foundation and extensive customer service experience combined with proven leadership abilities to drive effective team performance, enhance customer satisfaction, and support the IT infrastructure and services. The IT Site Support Manager will work closely with various teams to address technical issues, implement IT solutions, and ensure continuous improvement in service delivery.   

Key responsibilities include technical problem-solving, motivating the team to meet defined goals, strong leadership, great communication, and good organizational abilities. 

Essential Duties and Responsibilities (include but are not limited to): 

• Lead and manage IT Site Support team members, regularly evaluating performance against established goals and expectations and providing direction as required. 

• Foster a collaborative and productive work environment, promoting knowledge sharing and professional growth. 

• Oversee all IT Customer Support Operations and Endpoint Infrastructure functions, working with other departments on deployment, support, and maintenance. 

• Collaborate with Senior IT management and peers to establish, communicate, and monitors IT support initiatives 

• Reimagine and recommend changes to current and future support models for proactive, automated, and simplified support processes and procedures 

• Develops and manage strong relationships with site leadership and end users  

• Ensuring the IT team is proactively walking the floor and promptly responding to and resolving issues for the customers (end users) 

• Subject matter expert and escalation point for complex technical issues and guide the team in troubleshooting and resolving critical incidents. 

• Recruit, hire, train and support the IT Support Engineers 

• Set high standards for customer service and hold yourself and the team accountable for meeting them those standards, addressing and resolving support issues that do not meet the standards  

• Implement IT best practices that work best for the site driving repeatable, sustainable, efficiency and consistency 

• Create reports and/or dashboards to monitor work and identify trends for proactive resolutions.  

• Other duties as assigned by management 

Qualifications, Skills and Requirements: 

• Exceptional customer service orientation, with a commitment to resolving issues promptly and fostering a positive customer experience. 

• Proven management and team-building skills, including experience with recruiting, training, and developing IT support staff. 

• Excellent problem-solving skills and the ability to make decisions under pressure and in high-stakes situations. 

• Customer Service - Able to provide excellent customer service skills in person, in writing, and on the phone 

• Strong communication skills, including the ability to explain complex technical information to both technical and non-technical stakeholders and the ability too interface with C-Level customers. 

• Teamwork: Ability to work independently or in a team environment 

Education, Training and Experience: 

• 5+ years of hands-on experience in IT end user support, with a strong foundation in troubleshooting, technical support, and IT infrastructure 

• 2+ years of leadership or managerial experience, with demonstrated ability to set clear expectations, provide direction, and motivate a team. 

• Strong technical knowledge of Windows OS, Desktop and Laptop PCs, Telephony Software, Intermediate Networking, Ticketing Systems, Remote Access Tools 

• Education Associates degree in Computer Science, Information Technology, or equivalent proven experience (Required) / Bachelors (Preferred) 

Other: 

• This is an IT technical hands-on manager role 

• Fulltime on-site five days per week (Monday – Friday) required