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IT Solutions Manager

2 months ago

Chicago, Illinois, United States SERVINGINTEL Full time
Job Overview

As an IT Solutions Manager, you will collaborate with client partners to achieve their operational and business objectives through effective implementation and problem resolution. Your role will involve providing technical assistance for ServingIntel's premier Point of Sale (POS) and transaction management solutions tailored for the Senior Living and Hospitality sectors, all while upholding the high standards and integrity of ServingIntel. This remote position will require approximately 50% of your time to be spent on-site with clients as necessary to facilitate installations. This position is vital for driving ServingIntel's ambitious growth goals through the implementation of new software products, and the total compensation package will include long-term equity appreciation through participation in the Employee Stock Ownership Plan (ESOP).

Key Responsibilities:

  • Facilitate the deployment of new applications and internal strategic initiatives.
  • Oversee new projects, on-site installations, training, and system customization to align with partner business requirements.
  • Acquire foundational knowledge of all software, hardware, and integrations provided by ServingIntel, while also becoming a subject matter expert on one or more of our proprietary strategic products.
  • Report to the Program Manager regarding new site installations while working in conjunction with the Vice President of Service.
  • Deliver timely and precise customer feedback.
  • Provide support through the creation of procedural documentation.
  • Gradually manage existing accounts within Service Level Agreements (SLAs) by addressing any tickets or issues escalated to Level II service as part of the Technology Manager Group, ensuring consistent communication with partners from issue identification through resolution or escalation to Level III service as needed.
  • Collaborate with the Account Manager to establish and manage project timelines for the installation of any additional sales.
  • Handle multiple tickets simultaneously based on prioritization and adherence to resolution SLA objectives.

Essential Qualifications:

  • Represent ServingIntel with integrity and accountability in all interactions.
  • Effectively plan and execute installation projects in coordination with the Program Manager.
  • Maintain consistent and effective communication with clients and staff in both verbal and written formats.
  • Document all key issues and actions promptly in the Customer Relationship Management (CRM) system, including client installation documents in line with company standard operating procedures.
  • Actively engage in team meetings and collaborative forums to enhance team effectiveness.

Desired Attributes:

  • Attention to Detail — Ability to focus on minute details and finer points of work.
  • Planning/Organizing/Prioritizing — Skill in coordinating work activities, establishing priorities, and securing resources to meet objectives on time.
  • Problem Sensitivity — Ability to recognize and identify the existence of problems.
  • Problem Solving — Capability to identify problems, gather relevant information, and devise effective solutions.
  • Customer Service Orientation — Ability to understand market and client needs to maintain long-term customer satisfaction.
  • Social Perceptiveness — Skill in determining appropriate behavior in various situations.
  • Decision-Making — Ability to evaluate multiple options and determine the best course of action.
  • Responsibility — Willingness to take ownership of all aspects of one's job.

Basic Requirements:

  • Minimum of three years' experience in hardware and software systems support, including installation, maintenance, and repair, preferably in the hospitality POS sector.
  • Proven technical troubleshooting skills.
  • Strong research capabilities.
  • Excellent verbal and written communication skills.
  • Commitment to customer service and satisfaction.
  • Familiarity with remote access programs and cloud database technology, preferably SQL.
  • Experience with Customer Relationship Management (CRM) software.
  • Availability for occasional evening hours.
  • Willingness to travel up to 50%.