Manager, IT Site Support II
Manager, IT Site Support II
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Job Description
Our Opportunity:
At Chewy it is our mission to be the most trusted and convenient destination for pet parents (and partners) everywhere! We arelooking for an IT Site Support Manager located in Boston MA to help shape the user experience and reliability of IT operations across three strategic offices! As a vital member of the IT team the Manager IT Site Support will work closely with the management team staff and other internal IT teams to oversee and support local IT infrastructure and services.
What Youll Do:
This role will manage the daily operations of the local IT team demonstrating compassionate leadership encouraging team engagement and building a high-performing support organization. You will plan direct and coordinate all activities related to supporting desktops laptops the Genesys phone system network connectivity Windows and Mac administration and more. Along with operational leadership you will lead special projects involving new technologies vendor evaluation and complex problem-solving providing a dynamic opportunity to expand your technical skills and promote innovation.
- Analyze problems and recommend hardware and software solutions as needed
- Respond to advanced support requests across our Boston Seattle and Minneapolis offices
- Partner with IT leaders to resolve short and long-term technical challenges
- Support and maintain Zoom Slack Genesys and conference room systems
- Oversee vendor relationships bid collection and pricing negotiations
- Champion continuous improvement and ensure a high-quality user experience
- Document all system changes implementations and support resolutions
- Implement and improve IT policies procedures and operational standards
- Lead and deliver IT projects on time and within scope
- Ensure timely issue resolution through proactive maintenance and support
- Define and track SLAs and critical metrics; address gaps and drive accountability
- Report team performance through weekly and monthly updates
- Oversee asset management procurement and inventory control
- Evaluate team performance identify gaps and implement service improvements
- Conduct performance reviews and lead team development and recognition
- Participate in the 24/7 on-call rotation and emergency response
What Youll Need:
- 3 years of experience directly managing technical support teams
- 5 years of experience providing technical support in a corporate environment
- Experience supporting PCs in a Windows Active Directory environment
- Experience supporting Macs in a business environment
- 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
- Must be able to participate in a 24/7 on call rotation
- Position may require travel
Bonus:
- JAMF Experience
- ServiceNow Experience
- ITIL Certification
- Microsoft Certified: Endpoint Administrator Associate
- Microsoft 365 Certified: Modern Desktop Administrator Associate
Required Experience:
Manager
Employment Type
Full Time
