Systems Support Manager

As our Systems Support Manager, you will oversee and assist the team to support and to ensure our in-market teams are equipped with the technology & support they need to engage consumers on behalf of the brands we represent.

To thrive in this position you’re a highly motivated, detail-oriented person with customer service mentality. Being someone who is not only efficient having a consistent variety of work but motivated by having no two days that are the same. The ideal candidate should have a strong problem-solving orientation and the ability to occasionally travel to our US-based events to provide on-site technical support for our in-market teams.

Please note that this position is will require to be in office at New Berlin, WI office with flexibility to work remotely.

REQUIRED SKILLS

• Leadership. You'll lead a talented technology-focused IT support team, fostering their growth while optimizing performance and managing workloads strategically. Beyond desk-bound leadership, you have experience delivering engaging, hands-on training sessions for in-market teams, equipping them with the knowledge they need to master everything from hardware, fundamentals and application functionality to system workflows.


• Operations and Systems Management. You'll oversee IT operations, commanding critical platforms that include help desk ticketing, asset tracking, on-call scheduling, and mobile device management. This goes beyond firefighting; you'll craft and maintain comprehensive, professional procedures that become the backbone of our hardware setup, deployment, asset tracking, and technical troubleshooting efforts. Managing device connectivity falls under your purview, as does optimizing ticket workflows to guarantee timely issue resolution and unwavering SLA adherence.


• Hardware and Technical Support. Your technical expertise will shine as you steward our diverse hardware ecosystem: Android tablets, mobile hotspots, networking equipment, and POS terminals. You'll troubleshoot, diagnosing and resolving hardware, software, and connectivity challenges with speed and precision. When in-market activations and live events demand it, you'll be there providing on-site technical support that keeps operations running seamlessly.


• Asset and Inventory Management. You'll serve as our asset management leader, leveraging sophisticated tracking systems to maintain accurate records of hardware assignments and lifecycle activity. You'll coordinate the seamless flow of equipment in and out, managing incoming and outgoing shipments with timing and accuracy. Quarterly field asset audits and annual inventory reconciliations under your watch ensure compliance and financial integrity, while you proactively identify and resolve discrepancies.


• Travel. You must be willing to travel domestically up to 15% for onsite training.

The annual range for this role varies between $85K and $95K and may vary depending on the candidate’s experience. Benefits for this role include health/vision/dental insurance, 401k, employee stock purchase plan, vacation, personal days and paid holiday time. You are also eligible to participate in disability, life insurance, FSA/HSA plans subject to the terms and conditions of such benefit plans.