Chewy IT Site Manager in Dallas, Texas

Our Opportunity:

Chewy is looking for an experienced, hands-on IT Site Manager to be part of our new and exciting Call Center in Dallas, TX. As a key member of the IT team, the IT Site Manager will be responsible for partnering with Call Center management, staff and other internal IT teams to manage and support local IT infrastructure and services. You will serve as the main point of contact between the business and technical teams for implementing solutions to complex computer and network problems at the facility.

What you\u0026#39;ll do:

As the IT Site Manager, you will lead the day-to-day operations of the local IT team. You will plan, direct, supervise and coordinate all activities related to supporting desktops, laptops, Cisco phone system, network connectivity, windows administration and much more. In addition, you will be assigned special projects in which you will get to research new technology, source new vendors and solve more complex problems. This will provide you with a great opportunity to learn and work with various technologies.

Responsibilities:

  • Analyze problems and recommend hardware and software solutions as needed

  • Serve as the escalation point for all IT issues related to the Dallas Call Center

  • Partner with Call Center management teams to provide immediate and long-term solutions to issues and anomalies

  • Assist with the configuration, support and maintenance of the Cisco VOIP system

  • Collaborate with engineering and other support teams to solve complex problems

  • Work closely and build relationships with Chewy IT vendors. Participate in gathering bids for large purchases and assist management in negotiating better pricing.

  • Maintain a focus on continuous improvement and the customer experience, ensuring a world class customer service experience and resolving all customer concerns

  • Provide detailed documentation of all implementations, changes, and solutions resulting from desktop and network support activities.

  • Quickly and professionally respond to second and third level technical support requests that come in via phone, e-mail, ticketing system and in person

  • Execute and provide feedback for operational policies, procedures, processes, and standards

  • Lead projects when needed

  • Ensure 100% user satisfaction by providing preventative maintenance, troubleshooting, and timely resolution of more complex problems

  • Participate in 24/7 support and on-call rotation

What you\u0026#39;ll need:

  • Bachelor’s or Associates degree in Computer Science or IT related field

  • 3 - 5 years of experience directly managing technical support teams

  • Experience providing technical support in a call center environment

  • Extensive experience supporting an enterprise Cisco VOIP environment

  • Must be familiar with administering Cisco products such as Cisco Call Manager and Cisco UCCE

  • MS certifications such as MCSE, MCSA, and/or MCITP

  • Experience supporting PC’s in a Windows Active Directory environment

  • Expertise in areas of IT such as Microsoft Administration and Mobile Device Management

  • Strong knowledge of networking concepts such as DNS, DHCP, HTTP, SSL, and TCP/IP protocols

  • Experience with Data Cabling / Computer Facilities maintenance

  • Experience with building IT infrastructure in new sites

  • Experience managing vendor contracts, relationships and service outages

  • Willingness to work flexible shifts and scheduling including nights, weekends, and holidays

  • Demonstrated excellence in customer service and customer focus

  • Must be able to participate in a 24/7 on call rotation

  • Ability to travel up to 10%

Bonus:

  • Cisco certifications such as CCNA and CCNA Voice

  • Experience supporting Calabrio Quality Management and Workforce Management

  • ITIL Certification