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Mintel Assistant IT Support Manager in Chicago, Illinois

Assistant IT Support Manager

  • Location Chicago, Illinois

  • Date Posted 28th March 2019

  • Category IT

  • Job Type Full-time

  • Requisition ID 871


Mintel is seeking a talented and personable IT professional who is as passionate about technology as they are about solving customer’s issues. The Assistant Support Manager will help lead a small unique team who handle a variety of tier I-III issues in a fast-paced and fun working environment.

What You Will Be Doing:

  • Leads by example in providing efficient levels I-III technical support to all internal customers according to departmental standards while maintaining a high level of customer satisfaction

  • Helps the team to identify and resolve recurring and/or complex issues by using methodical troubleshooting techniques to discover their root cause and provide a lasting resolution

  • Provides leadership with regards to issue resolution to ensure unresolved workflow is properly documented with timely status updates and detailed solutions

  • Continually evaluate the priority level of service requests and projects against the needs of the organization and department goals

  • Process time-off requests, approve bi-monthly timecards and conduct annual performance reviews of direct reports.

  • Conduct weekly one-on-one meetings with direct reports

  • Help guide the career development of team members

  • Serve as an escalation point for customer dissatisfaction

  • Regularly communicate with region counterparts and the Head of Support to ensure global consistency in all processes and procedures.

  • Helps the team to achieve a balance between resolving daily customer requests and completing department improvement projects What We Are Looking For:

  • At least 5 years of relevant work experience as an IT Support Technician

  • Strong technical skills

  • Strong leadership potential

  • Great interpersonal and customer service skills

  • Ability to simplify and communicate technical information in a clear and concise manner to all levels of end users including senior management.

  • Possible travel up to twice a year to satellite offices

Equal Opportunity Employer: Race/Color/Sex/Sexual Orientation/Gender Identity/Religion/National Origin/Disability/Vets