Technical Support Manager

About the Role 

Shamrock Trading Corporation is the parent company of a family of brands in transportation services, finance, and technology. Headquartered in Overland Park, KS, Shamrock is frequently recognized among the “Best Places to Work” in Kansas City and Chicago and was most recently recognized as one of America’s top 100 “Most Loved Workplaces” by Newsweek. We also have offices in Atlanta, Chicago, Dallas, Ft. Lauderdale, Houston, Laredo, Nashville, and Phoenix. With an average annual revenue growth of 25% over several decades, Shamrock’s success is attributed to three key factors: hiring the best people, cultivating long-term relationships with our customers, and continually evolving in the marketplace.    

What You’ll Do 

Shamrock is looking for an on-site Technical Support Manager to help lead our growing team of Technical Support Analysts.  Our IT Support teams have the mission of making sure that our business users have the front-end tooling and support they need to be at their most efficient state.  The successful candidate for this role will display top-notch customer service skills and integrity, possess a highly proactive work ethic, and have the technical skill to guide and mentor his/her team members. 

What You’ll Bring 

• Manage a technical team, which includes employees in remote offices.
• Mentor and foster professional development of technical support staff.
• Set performance goals and ensure that team members are meeting those goals.
• Drive improved operational efficiency.
• Effectively communicate with customers, technical staff, and business leaders.
• Effectively perform project management for small sized projects, as needed.
• Lead incidents to resolution and prevent recurrence, when applicable.
• Performs training for new team members and business staff.
• Works with senior management to recommend and implement process improvements.
• Analyzes team productivity and acts as a quality control layer to ensure work is completed thoroughly and timely.
• Perform as an escalation point for 24x7x365 on-call operations. 

What Will Set You Apart 

• Degree within the Information Technology field, or evidence of exceptional ability.
• 3+ years management experience of an IT Support team.
• 3+ years of hands-on technical experience on an IT Support team.
• Must have strong ability to drive incidents to resolution in an efficient manner and a demonstrated focus on preventing further incidents.
• Ability to communicate clearly in English, verbally and in writing, keeping the right people informed of relevant issues as well as understand and execute oral and written instructions.
• Experience automating repetitive tasks.
• Ability to effectively communicate across technical disciplines (systems, network, software) and non-technical business staff.
• Project planning/execution skills including estimating, scheduling, and executing on committed schedules.
• Ability to handle multiple competing priorities in a fast-paced environment.
• Nice to have: ITIL experience and/or certification.