Technology Support Manager

TheTechnology Support Managerwillbe responsible for employee support and services provided for Technology systems and solutions including laptops, tablets and software for SWCA employees. Establishes and delivers continuous improvement to the company's support processes, establishing and managing team KPIs, working across the Technology team and SWCA to ensure technology is a differentiator in attracting, retaining and engaging employees. Contributes technical operations and customer service perspective to leadership discussions and advocates for best practices. This is a regular, full time, salaried position with the flexibility to work a hybrid schedule out of one of our U.S. offices.

Application deadline: Our team will begin reviewing applications immediately, and interviews will be scheduled with qualified candidates on a rolling basis. The application process will remain open until we have received a robust pool of qualified candidates. Once we have identified suitable individuals, we may close the application process without prior notice. We appreciate the time and effort invested by all applicants.

• Actively and consistently support all efforts to simplify and enhance the employee's experience with Technology services.
• Lead regular staff meetings to communicate corporate messages, project updates, and upcoming work to team members.
• Establish problem resolution expectations and timeframes; track KPIs and SLAs as appropriate.
• Develop policies and procedures that outline how problems are identified, documented, assigned and corrected.
• Analyze performance of Technology Support activities and documented resolutions, identify problem areas, and devise and deliver solutions to enhance quality of service and to prevent future problems.
• Assess the need for any system reconfigurations (minor or significant) based on request trends and make recommendations.
• Identify, recommend, develop and implement end user training programs to increase self-sufficiency.
• Oversee development and communication of help sheets, user guides and FAQs.
• Identify learning opportunities for yourself and your team to broaden knowledge of current and future Technology Support topics.
• Oversee the development, implementation and administration of Technology Support staff training procedures and policies.
• Train, coach and mentor Technology Support team and other Technology staff as appropriate.
• Contribute to escalated problem resolution by giving in-person, hands-on support to end users when necessary.
• Manage vendors for hardware, software and services as needed.
• Attend and help manage regular Change Management meetings.
• Monitor incident trends and anticipate potential problems for proactive resolution.
• Proactively seek feedback from stakeholders, peers and communicate proactively across those groups.

• Bachelor's degree in Information Systems, Business Administration or related field preferred.
• A minimum of 8 years of IT experience.
• 5+ years related systems support experience, 3 - 4 years of management experience in a company of similar or larger size required.
• Proven experience in ITIL-based service delivery and leading of process-based teams including service management, asset management, and project portfolio management.
• ITIL or COBIT certification preferred.
• Experience using and managing an enterprise ticketing system.
• Experience implementing processes and KPIs, setting team goals, and monitoring for continuous process improvement.
• Ability to lead a geographically-distributed team across multiple time zones and resolve issues that arise in an efficient and diplomatic manner.
• Experience supporting Microsoft Office 365 required.
• Proven experience developing team skills and mentoring required.
• Regulartravel toregional officesto meet withmanagers andteam members.
• Strong verbal, written, and interpersonal communication skills.

SWCA Environmental Consultants is a growing employee-owned firm, providing a full-spectrum of environmental services. Our Vision (the North Star) is to make SWCA the best workplace and industry leader in sustainability, bringing sound science and creative solutions to global environmental challenges while maintaining a dedication to employee-ownership. We live our core values: we collaborate as #OneSWCA; we are #AlwaysLearning, we #NeverSettle, and we #GiveBack.

SWCA Environmental Consultants is a growing employee-owned firm, providing a full spectrum of environmental services. With offices across the United States, SWCA is one of the largest environmental compliance firms and ranks amongEngineering News-Record'sTop 200 Environmental Firms.

If you need assistance accessing SWCA's website, completing the online application, or require accommodations at any point during the hiring process due to a disability, please contact us at accommodations@swca.com or call 1-480-581-5378. We're committed to providing an inclusive and supportive experience for all candidates. This contact information is specifically for accommodation requests; other inquiries will not receive a response.

SWCA is committed to salary equity and salary transparency for all its employees. In alignment with this commitment, SWCA posts good faith pay ranges on all its advertised job postings to promote pay equity and transparency.

An employee in this corporate based position can expect a pay rate of $101,088/year - $132,537/year. Actual pay within this range may depend on experience, qualifications, geographic location, client requirements where applicable, and other factors permitted by law. Regular-status employees are also eligible for performance bonuses. Candidates are also encouraged to consider SWCA's Total Rewards package, which includes a competitive Benefits package, forward-thinking workplace flexibility, outstanding corporate culture, award-winning career development, and more.

EOE - women, minorities, individuals with disabilities and veterans are encouraged to apply. At SWCA Environmental Consultants, we celebrate diversity and are committed to creating an inclusive work environment. We strongly encourage candidates from all backgrounds, including those with diverse experiences and veterans, to apply. We believe that a diverse and inclusive workforce enhances creativity, innovation, and overall organizational success

SWCA continues to invest deeply in career development programs, delivering our award-winning Career Landscape support resources to accelerate the growth of our staff. We recognize the valuable skills and experiences our internal team members bring to SWCA's continued success. Qualified internal candidates are encouraged to apply and will be seriously considered for this position. We believe in promoting from within, where possible, providing our existing employees with compelling opportunities to advance their careers.

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