Reyes Holdings Manager, Field IT Services - MB in Rosemont, Illinois

Manager, Field IT Services - MB

  • Job ID #:16378

  • Position Type:Full Time

  • Location:Rosemont, IL

  • Shift:1st

  • Department:Information Technology and Technical Support

  • Education Required:Bachelors Degree

  • Experience Required:5 - 7 Years

Position Description:

About Martin Brower

Martin Brower is dedicated to being the leading Supply Chain Solutions provider for restaurant chains around the world, creating an outstanding work environment for our employees and delivering unmatched value for our customers while protecting their brands. Martin Brower is part of the Reyes Holdings family of businesses which is one of the largest privately held companies in the U.S.

Martin Brower has been in business for over 60 years and has grown to a multi-billion dollar company. We are a world class team of 9,000 employees located in 19 countries.

Our values drive our culture of People First, which is focused on the safety and wellness of our people and we work diligently every day to support this core value.

We set the highest standards of honesty and integrity and pride ourselves in being a true partner with our customers, suppliers and our communities protecting their brands every step of the way.

Our company could not exist without strong communities. We do our part in making them stronger and believe it is important to provide opportunities for those looking to challenge themselves and serve as ambassadors in their communities.

Imagine a workplace where strong leaders empower a culture where employees strive to deliver unmatched performance, innovation, and engagement.

Position Summary: The Manager, Field IT Services reports to the North America IT Director. This position is responsible for managing the regional Field IT resources and the day to day IT support for Martin Brower’s North America business. The Manager is responsible for the performance and service delivery of the Field IT resources including but not limited to network, telecommunications, security, ERP, WMS, applications, end user devices, O365 Collaboration solutions and video conferencing. This role provides vision, leadership, direction, design, and input in establishing support standards, process and procedures regarding the operation, maintenance, management and enhancement of the North America IT infrastructure and associated applications. This individual will work closely with all Martin Brower and Reyes Holdings corporate IT groups to ensure services meet business objectives while maintaining compliance with the corporate policies and standards. The ideal candidate must have both leadership and technical skills to effectively and efficiently manage IT platform technologies and personnel.

Position Responsibilities may include, but not limited to:


  • Organized with strong time management and communication skills

  • Highly Customer Focused – sets a high priority for accomplishing business objectives.

  • Ability to clearly define, meet and exceed service level agreements with the business and application teams while striving to achieve high customer satisfaction.

  • Constantly looks for opportunities to improve operational effectiveness and efficiency.

  • Promotes diversity of ideas.

  • Manage multiple priorities with a bias towards action and speed without sacrificing quality or deviating from standards and procedures.

  • Pragmatic approach with the ability to establish priorities aligned with IT and Business objectives.

  • Takes a global perspective, searching for solutions and driving continuous improvement while constantly raising the bar to stretch own and others' levels of achievement.

  • Thinks strategically while establishing tactical solutions Job Role:

  • Oversee Martin Brower’s Field IT team while supporting our North America infrastructure and applications.

  • Experience in IT/IS management, process, procedures, and systems

  • Experience implementing and managing ITIL aligned process and procedures including transitioning services and solutions to operations

  • Manage the day-to-day Field IT support analysts including work prioritization, incident, problem and change management, defining and tracking IT metrics and provide status to management.

  • Able to attend priority 1 or 2 business impacting or business outage support conference calls and make sound business critical decisions that may affect Martin Brower business operation.

  • Lead the Field IT team in solving issues for distribution center/call center customers with business applications including ERP and WMS including Martin Brower and Reyes Holdings’ application portfolio through personal knowledge and by working with other application teams.

  • Support the monitoring and troubleshooting standard, aligned infrastructure, including:

  • Personal computing devices (laptops, desktops, etc.)

  • Network equipment (switches, routers and access points)

  • Material handling equipment (MHE) technology

  • Handheld device support (Vocollect Headsets, XRS tablets, PDA devices (FUTURE), etc.)

  • Printers (laser, thermal, line, copiers, etc.)

  • UPS units

  • Lead and support laptop deployment and related technology packs, as needed, in alignment of agreed IT procurement processes.

  • Learn and keep up to date with rapidly changing business applications and hardware, as well as participating in decision making for purchasing and implementing hardware and software.

  • Provide technical leadership to ensure operational support of the IT services, collaborate with Martin Brower and Reyes Holdings application and engineering teams to address and remediate planned and unplanned system outages and incidents

  • Supports the implementation of business solutions\

  • Validates change details, ensures processes are followed properly

  • Prioritizes projects and business as usual (BAU) tasks with MB Field IT Support Analysts

  • Maintains awareness of a broad range of IT projects including identifying continuous improvement opportunities.

  • Advocates for Martin Brower within the ITSC and the support processes including ticket management to ensure the proper response and to meet committed SLAs

  • Leveraging monitoring and other analytical tools to measure the performance and health of the IT solutions including infrastructure, applications and end user devices at all times.

  • Drive continuous service improvement of the support team, process, and technologies

  • Ensure and maintain Field IT support transparency and integrity

  • Accomplishes information technology staff results by communicating job expectations; planning, monitoring, and appraising job results; coaching, counseling, and disciplining employees; initiating, coordinating, and enforcing systems, policies, and procedure

  • Maintains staff by recruiting, selecting, orienting, and training employees; maintaining a safe and secure work environment; developing personal growth opportunities

  • Incident Management responsibilities as directed

  • Work closely with IT Security team to ensure overall security of the IT infrastructure through support and the governance of the defined process, procedures and standards

  • Interact and leverage vendor maintenance and support agreements to ensure support, response, and escalation

  • Collaborate with Reyes Holdings IT and managed service providers to ensure they are delivering effective and efficient support services based on contract terms

  • Develop and manage operational performance metric and reporting

Position Requirements:

Required Skills and Experience:

  • Bachelor's degree in a technical discipline or equivalent IT experience.

  • Minimum of 5-10 years in the IT Industry including IT technical and application support, engineering and/or management

  • Minimum of 3-5 years’ experience of leading and managing teams within a technical operation or shared services environment

  • Minimum of 1-year experience managing staff and vendors supporting cloud services including IaaS, PaaS and SaaS Services

  • Hands-on, working knowledge and management skills for the network, telecommunications, security, load balancing, storage, server, cloud services, virtualization, O365 Collaboration solutions, video conferencing, data backup, data protection, SQL database, and enterprise messaging technologies;

  • Provide technical leadership and guidance for infrastructure support and administration;

  • Ability to understand enterprise computing requirements, assist in the development of designs and operational solutions that align and meet requirements for the IT and business roadmaps;

  • Capability and experience to provide technical leadership of large IT project independently as well as participating in multi-phase projects

  • Strong ability to clearly document system design elements including the use of appropriate documentation tools

  • Must be able to demonstrate excellent troubleshooting and problem-solving skills in previously mentioned areas

  • Ability to develop and manage Martin Brower budgets and financial analysis to select the best options or solutions

  • Excellent verbal and written communication skills, with the ability to communicate technical subjects to non-technical audiences

  • Team player, able to work with other IT teams in a dynamic, fast moving IT Department

  • Ability to work extended hours or weekends as necessary

  • Ability to travel 25%

  • Ability to analyze data and produce management level reports to enable quick and accurate decision making

  • This position must pass a post-offer background and drug test.

Preferred Experience:

  • Vendor service management experience is a plus

  • Project management experience and/or certification

  • ITIL Certification

  • Familiarity Business Intelligence and data analytic reporting development

Behavioral Competencies

Core Competencies

  • Strategic Thinking

  • Manages people, processes, and resources to meet the strategic priorities

  • Executes on plans to drive business outcomes

  • Seeks to understand the changing needs of the industry

  • Manages finances to ensure limited resources are used wisely

  • Developing Self & Others

  • Identifies, develops, and retains talent

  • Delegates authority as appropriate

  • Identifies and acts to address performance gaps and to reward contributions

  • Maintains a culture of inclusion so everyone can succeed

  • Provides ongoing feedback and coaching

  • Prepares future leaders for success through development

  • Leading Change

  • Seeks opportunities for and delivers continuous improvement

  • Continuously improves safety and wellness

  • Communicates about changes to ensure buy-in to the change

  • Explains the reasons for change and communicates the change plan

  • Executes changes effectively, following clear plans and processes

  • Communicating Effectively

  • Keeps people informed about business results and progress

  • Provides clear, consistent, timely, respectful communications

  • Is approachable and visible

  • Demonstrates organization’s values and an environment of openness and inclusion

  • Develops relationships built on trust and open communication

  • Contributes to and encourages an open exchange of ideas and opinions

  • Driving Results

  • Acts in accordance with the organization’s mission, vision, and values

  • Holds self and others accountable and pursues excellence

  • Eliminates barriers to success

  • Sets challenging goals to continuously elevate performance

  • Achieves results while upholding ethics, integrity, compliance and company values

  • Focuses on the critical priorities including safety and wellbeing


Martin-Brower knows our employees work hard, so we offer competitive wages and a generous benefits package that contributes a significant amount to your total compensation and your personal well-being.

Additionally, there are many opportunities for you to distinguish yourself and move up in our stable company through excellent work performance.

Benefits include:

  • Medical

  • Dental

  • Vision

  • Legal services

  • Flexible spending accounts

  • Met Law Legal Services

  • Consumer Medical

  • Paid Time Off

  • Other Supplemental Benefits

Physical Demands and Work Environment :

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Due to the nature of our business in regard to such things as delivery schedules, order inputs, selection, and Department of Transportation Hours of Service, overtime, attendance and punctuality are essential job functions. Should an individual in this classification not be able to adhere to this requirement due to a disability, they should contact their Human Resources department to see what, if any, reasonable accommodation may be made.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation and gender identity, national origin, disability, or protected veteran status. Drug Free Workplace.

As an Equal Opportunity Employer, Reyes Holdings companies will recruit and select applicants for employment solely on the basis of their qualifications. Our Practices and Procedures, including those relating to wages, benefits, transfers, promotions, terminations and self-development opportunities, will be administered without regard to race, color, religion, sex, sexual orientation and gender identity, age, national origin, disability, or protected veteran status and all other classes protected by the Federal and State Government. Drug Free Employer.