Technology Specialist Manager

Description

Are you a tech-savvy leader who thrives on building high-performing teams and delivering top-notch support? We're looking for a Technology Specialist Manager to guide and grow our technology support team. In this pivotal role, you'll oversee day-to-day service delivery, mentor Technology Specialists, and implement support protocols that ensure smooth operations across the company. If you're ready to combine your technical know-how with strategic leadership in a fast-paced, innovative environment - this is your opportunity to make a lasting impact!

The Technology Specialist Manager will lead and oversee the technology support team, ensuring excellent technical service delivery to all Purple Wave Auction team members. This position is responsible for managing both Technology Specialist I and II roles, developing team capabilities, establishing support protocols, and maintaining high service standards. The ideal candidate will combine strong technical expertise with proven leadership abilities to build and maintain an efficient and responsive technical support operation.

Responsibilities:

• Lead and mentor a team of Technology Specialists, providing guidance, training, and professional development opportunities.
• Develop and implement IT support strategies, policies, and procedures to ensure efficient service delivery.
• Oversee the technical support ticket system, ensuring timely resolution of issues and maintaining service level agreements.
• Manage team performance, conducting regular evaluations and providing constructive feedback.
• Coordinate with other departments to understand and address their technology needs.
• Oversee the software procurement process and maintain vendor relationships.
• Develop and manage the IT support budget.
• Create and maintain documentation for technical processes and procedures.
• Implement best practices for IT support and security protocols.
• Lead technical training initiatives for both the support team and end-users.
• Handle escalated technical issues and provide advanced problem-solving support.
• Develop and track key performance indicators for the technical support team.
• Ensure compliance with company policies and industry regulations.
• Undertake additional assigned duties as requested.

Supervisory Responsibilities:

• Lead and motivate a high-performing team, including Technology Specialist l, and Technology Specialist ll.
• Participates in the hiring and training of employees.
• Organizes and oversees the work and schedules of Technology Specialists.
• Conduct regular one-on-one meetings with your direct reports to provide support, give feedback, and address any concerns.
• Actively participate in talent acquisition efforts, conducting interviews and training your direct reports to conduct interviews.
• Conducts performance evaluations that are timely and constructive.
• Handles discipline and termination of employees as needed and in accordance with company policy.

Required Qualifications:

• Bachelor's degree in Computer Science, Information Technology, or related field.
• 10+ years of experience in IT support or a related technical field.
• 5+ years of experience in a management or team lead role.
• Strong understanding of IT infrastructure, hardware, and software systems.
• Experience with IT service management frameworks and best practices.
• Proven track record of leading and developing technical teams.
• Excellence in project management and problem-solving.
• Strong communication and interpersonal skills.
• Experience with budget management and resource allocation.
• Strong team building and mentoring abilities.
• Excellent decision-making and problem-solving skills.
• Ability to manage multiple priorities and deadlines.
• Strategic thinking and planning capabilities.
• Strong customer service orientation.
• Effective conflict resolution skills.
• Bilingual candidates who can speak, write and understand Spanish are encouraged to apply.
• Applicants must be either a U.S. Citizen or eligible to work in the U.S.
• Requires the ability to satisfactorily complete a background check.

Preferred Qualifications

• IT certifications (ITIL, CompTIA, Microsoft, etc.)
• Experience with enterprise-level software procurement and vendor management.
• Knowledge of current trends in IT support and service delivery.
• Experience with change management and process improvement.

Working Settings:

• Full-time Salaried Exempt, not eligible for overtime.
• Office hours are 8am-5pm, Monday through Friday, Central Time zone, additional hours may be required depending on priorities.
• Flexibility in schedule and ability to work outside of standard business hours.
• Based in the Purple Wave headquarters in Manhattan, KS.

• Potential for 10% travel, should the need arise.

• Prolonged periods sitting at a desk and working on a computer.
• Must be able to lift up to 15 pounds at times.
• Must be able to access various departments of a given location.

Compensation:

• The salary varies based on experience and qualifications, but typically ranges from $75,000 to $100,000 per year.
• Monthly Bonus Program - determined by the Company's monthly revenue result and are paid on a "percent to plan" payout formula. (90% = $300, 100% = $600, 110% = $900, 120% = $1,200).
• Monthly phone stipend in accordance with the Company's cell phone policy, currently $120/month.
• Health, Dental, and Vision starting the first of the month after 60 days of employment.
• 401(k) plan with an employer match up to 4% starting the first day of employment.
• Company-paid Life Insurance benefit of $25,000 with options to add more through employee contribution starting the first of the month after 60 days of employment.

• Personal Time Off (PTO) annual amount of 120 hours which is prorated based on the number of days between the 60th day of employment and the end of the calendar year. May vary to comply with state requirements. May vary to comply with state requirements.
• Eligible to participate in the Company Employee Stock Purchase Program (ESPP) after 90 days of employment, with enrollment opportunities each May and November.