Our Opportunity:

Chewy is seeking a Manager, IT Site Support that will be located in Dania Beach, FL. As a key member of the IT team, the Manager, IT Site Support will be responsible for partnering with the management team, staff and other internal IT teams to manage and support local IT infrastructure and services. You will serve as the main point of contact between the business and technical teams for implementing solutions to complex computer and network problems at the facilities.

What You’ll Do:

As the Manager,  IT Site Support, you will lead the day-to-day operations of the local IT team. You will plan, direct, supervise and coordinate all activities related to supporting desktops, laptops, Cisco phone system, network connectivity, windows administration, Mac administration and much more. In addition, you will be assigned special projects in which you will get to research new technology, source new vendors, and solve complex business problems. This will provide you with a great opportunity to learn and work with various technologies.

• Analyze problems and recommend hardware and software solutions as needed
• Serve as the escalation point for all IT issues related to the Dania Beach, FL office
• Partner with IT management teams to provide immediate and long-term solutions to issues and anomalies
• Assist with the configuration, support, and maintenance of the Unified Communication systems such as WebEx, Zoom, Slack, Cisco VOIP, and overall conference room solutions
• Collaborate with engineering and other support teams to solve complex problems
• Work closely and build relationships with Chewy IT vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing
• Maintain a focus on continuous improvement and the customer experience, ensuring a world class customer service experience and resolving all customer concerns
• Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and network support activities
• Quickly and professionally respond to second and third level technical support requests that come in via phone, e-mail, ticketing system and in person
• Execute and provide feedback for operational policies, procedures, processes, and standards
• Lead and manage projects
• Ensure 100% user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems
• Develop and communicate Service Level Agreements (SLAs) and Key Performance Indicators (KPIs) to establish problem resolution expectations and timeframes. Track on these metrics on a consistent basis, identify when they’re not being met and act on it
• Develop policies and procedures that outline how problems are identified, documented, assigned, and corrected. Oversee the aged requests and incidents in the entire organization
• Send weekly and monthly reports regarding the performance at of the team
• Ensure all operational processes are clearly documented and maintained
• Identify inefficiencies in the IT Site Support team and act on it whether people, process or technology related
• Responsible of inventory tracking, asset management & procurement of equipment
• Analyze performance of the IT Site Support team activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems
• Plan and conduct performance appraisals of the IT Site Support teams, administer disciplinary action, raises, bonuses and promotions when necessary
• Participate in 24/7 support and on-call rotation

What You’ll Need:

• 5 years+ of experience directly managing technical support teams and building leadership roles into the team
• Experience providing technical support in a corporate environment
• MS certifications such as MCSE, MCSA, and/or MCITP
• Experience supporting PC’s in a Windows Active Directory environment
• Experience supporting Macs in a business environment
• Expertise in areas of IT such as Microsoft Administration, Mac Administration and Mobile Device Management
• Strong knowledge of networking concepts such as DNS, DHCP, HTTP, SSL, and TCP/IP protocols
• Experience with Data Cabling / Computer Facilities maintenance
• Experience with building IT infrastructure in new sites
• Experience managing vendor contracts, relationships, and service outages
• Willingness to work flexible shifts and scheduling including nights, weekends, and holidays
• Demonstrated excellence in customer service and customer focus
• Must be able to participate in a 24/7 on call rotation
• Position may require travel

Bonus:

• JAMF Experience
• ServiceNow Experience
• ITIL Certification

Chewy is committed to equal opportunity. We value and embrace diversity and inclusion of all Team Members.
If you have a disability under the Americans with Disabilities Act or similar law, or you require a religious accommodation, and you wish to discuss potential accommodations related to applying for employment at Chewy, please contact HR at chewy dot com
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