IT Services Manager at Echo Global Logistics

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  • At Echo we are committed to help our Associates grow their career. Apply today and grow with Echo!

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    Echo Global Logistics is a leading provider of technology-enabled solutions and supply chain management. We utilize technology to simplify transportation management for our clients and carriers by handling the critical tasks on their behalf so they can focus on what they do best. From coast to coast, dock to dock, and across all major transportation modes, Echo connects businesses that ship their product with carriers who transport those goods quickly, securely, and cost-effectively.

    Echo Global Logistics has recently been ranked in Crain's Business as a Top 25 Tech Employer in Chicago along with other recognitions as the top 3PL provider. We are looking for incredible people to join our team and help carry out our mission of providing our clients with best in class service and technology!

     

    Position Purpose

     

    The IT Services Manager is responsible for managing daily operations of the Service Desk, managing the Service Desk team, representing the team to stakeholders, driving continuous improvement, and maintaining high levels of customer service / execution. The IT Services Manager must have a varied set of skills, from knowledge of relevant technical standards to the ability to inspire and motivate a team, which is necessary to carry out effectively the many responsibilities of a service desk and support team. The first and primary responsibility of the IT Services Manager is to meet targets and expectations for customer service and support performance. This is the key metric for determining the success of an IT Services Manager and what all other responsibilities are centered around. The IT Services Manager is responsible for ensuring that the Service Desk addresses, resolves, and escalates all incidents in a timely manner providing the best customer experience to our stakeholders.

     

    Essential Position Functions

     

    Principle Accountability | Leadership

    • Instill a disciplined and service-oriented approach to all work the Service Desk completes
    • Thorough understanding of strategic vision for Service Desk and set/drive long term direction
    • Drive best practices for service management and customer service
    • Market and promote the Service Desk and advocate for necessary resources, support, and appreciation of the Service Desk
    • Coordinating and managing all relevant stakeholders, including but not limited to the Service Desk, customers, stakeholders, escalation teams, and others involved in service operation
    • Practice positive interactions - lean on encouragement in place of judgment
    • Participate in the recruitment, evaluation, corrective action and professional development of the Service Desk
    • Prioritize and delegate incidents and project work to the Service Desk team
    • Develop and document new processes and initiatives to improve the efficiency and shape the direction of the Service Desk
    • Develop and maintain a work schedule with full coverage during Service Desk operating hours including phone rotation, time off coverage, etc.
    • Work closely with escalation teams to confirm production defects and identify alternative solutions where appropriate
    • Craft and send alerts / updates to the business regarding technology changes and outages
    • Facilitate the Problem Management process by obtaining and communicating problem details through the proper escalation channels with appropriate urgency

     

     

    Principle Accountability | Team Management

    • Build and maintain a cohesive team and mange people effectively, including the ability to coach, mentor, and develop team members
    • Ensure that all processes used by the Service Desk are thoroughly documented, consistently audited, and regularly improved
    • Act in the interest of the organization and team by balancing short term and long term activities
    • Advocate for the needs and success of the Service Desk team
    • Create and maintain a positive working relationship within the IT and end user communities
    • Take ownership over the Knowledge Base and other information sources to ensure the smooth hand-off of projects and individual incidents
    • Lead the refinement and execution of IT and team initiatives
    • Impresses responsibility on others by displaying ownership in tasks
    • Manage Service Desk team members and Service Desk Supervisors
    • Maintain a daily schedule that keeps the Service Desk at a functioning level with regards to team members PTO, sick time, and phone ready time

     

     

    Principle Accountability | Customer Service

    • Complete understanding of company and IT business processes and operations
    • Monitor and measure the quality of the Customer Service delivered by the Service Desk
    • Communicate effectively with both novice and proficient customers and end users
    • Maintain a professional demeanor and positively represent Echo technology in all end user and customer interactions
    • Advocate for the interests of end users within internal IT communications and meetings
    • Develop, document, and manage processes needed to keep the Service Desk operating at a highly effective and satisfactory level

     

     

    Position Requirements

    • 5+ years of prior leadership experience
    • 5+ years of prior application support experience (customer service/call center)
    • 5+ years of prior desktop p support experience (windows)
    • Excellent knowledge of Windows, MS Office Suite, O365, VoIP telecommunications, Active Directory, and MS Exchange
    • Excellent problem solving skills
    • Excellent time management skills
    • Exceptional customer service skills
    • Excellent verbal and written communication skills.
    • Self-managed, motivated and a team-oriented
    • Ability to multi-task in a fast paced, fluid work environment
    • Ability to follow tasks through to their completion with a high degree of accuracy and quality
    • Bachelor’s Degree preferred

     

     

     

    Work environment/physical demands summary:

     

    This job operates in an office environment and uses a computer, telephone and other office equipment as needed to perform duties. The noise level in the work environment is typical of that of an office with an open seating floor plan. The employee may encounter frequent interruptions throughout the work day. The employee is regularly required to sit, talk, or hear.

     

     

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • .NETLanguages
    • C#Languages
    • JavascriptLanguages
    • T-SQLLanguages
    • jQueryLibraries
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    • Microsoft SQL ServerDatabases
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Location

Located in River North overlooking the River! Easily accessible and close to various train and bus stops, including a shuttle from Union Station.
Echo Devs Say They're Building Tech that Doesn't Yet Exist in Transportation Space
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An Insider's view of Echo Global Logistics

How would you describe the company’s work-life balance?

Managers at Echo get to know you by having one on one meetings, so they understand your personal life. Echo is flexible with when you arrive and leave from work, so that it fits with your schedule. Echo understands that life happens, so leaving early isn’t a problem as long as you make it up later. I feel that Echo respects my personal time.

Erin

Sr. Software Engineer

What projects are you most excited about?

I am most excited around a project designed to transform and re-build our API architecture. This project is not only very beneficial to our clients but also allows members of my team to work on and be exposed to a high visibility design that will have a positive impact on the client experience when integrating with Echo.

Rob

Integration Operations TL

How does the company support your career growth?

Echo has a start-up feel but has an infrastructure that supports training, learning, and development, which in-turn allows for growth potential. At Echo you will be challenged in honing your skills in a constantly evolving industry and company. This can allow for each person to set themselves up for overall career growth.

Trisha

Product Director

How do your team's ideas influence the company's direction?

Echo structures itself into small teams that focus on key initiatives. We spend time planning, executing, and delivering technology to simplify the complex demands of transportation.

Miles

Chief Information Officer

What are Echo Global Logistics Perks + Benefits

Echo Global Logistics Benefits Overview

401k with company matching
Medical insurance through Blue Cross/Blue Shield
Health Savings Account (HSA)
Flexible Spending Account
Parental leave
Paid time off
Commuter benefits
Divvy discount code
Employee training programs
Volunteer time off
Casual dress code
Pet insurance
Gym membership discounts
Mobile carrier discounts
Employee assistance program

Culture
Friends outside of work
Eat lunch together
Open door policy
Group brainstorming sessions
Open office floor plan
Diversity
Unconscious bias training
Health Insurance & Wellness Benefits
Dental Benefits
Vision Benefits
Health Insurance Benefits
Onsite Gym
River North Gym is in the building
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Performance Bonus
Vacation & Time Off Benefits
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Game Room
Happy Hours
Parking
Recreational Clubs
Echo has it's own Softball league in the spring/summer!
Fitness Subsidies
Gympass!
Professional Development Benefits
Job Training & Conferences
Promote from within
Time allotted for learning

Additional Perks + Benefits

Fast-paced. People-focused. Career-growth-centric. At Echo we work hard and carry the load together, but we also know how to have fun. Walking onto the sales floor of our 225,000-square-foot Chicago headquarters, you can feel the energy created by more than 800 sales representatives hustling to move over 16,000 shipments every day. When the last load is booked, you might find co-workers gearing up for summer softball, talking shop at our weekly “Beer Friday,” or competing in a game of foosball, ping-pong, or pop-a-shot.

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