Reyes Holdings Manager, Field IT Services - MB in Rosemont, Illinois
Manager, Field IT Services - MB
Job ID #:16378
Position Type:Full Time
Department:Information Technology and Technical Support
Education Required:Bachelors Degree
Experience Required:5 - 7 Years
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.)
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
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.
Vendor service management experience is a plus
Project management experience and/or certification
Familiarity Business Intelligence and data analytic reporting development
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
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
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
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.
Flexible spending accounts
Met Law Legal Services
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.