The IT Support Center Manager will provide day-to-day leadership and strategic direction for a staff of technical support specialist. Act as an escalation point for all issues to ensure timely and acceptable resolution for internal & external customers. Manage Support Center efforts on incident management, change management, problem management, release management, request fulfillment, and access management.

Essential Duties and Responsibilities

• Manage the Support Center team and monitor their day-to-day tasks and priorities
• Responsible for initial triage, coordination, and adherence to all incident management processes
• Ensure appropriate follow-up with external and internal customers
• Track, coordinate, and communicate all change management activities
• Act as champion for business users and customers within the IT environment
• Manage Support Center related projects to make certain that they are completed within budget, scope, and on-time
• Utilize problem management processes to reduce MTTR and overall incident count
• Provide IT management with relevant metrics
• Manage the identity and access management processes, complete asset lifecycle process, and vendor support contracts for all production assets

Qualifications

• BA in Computer Science or a similar field; or relevant experience
• ITIL v3 Foundations preferred
• Prefer candidates with one or more recognized industry certifications (e.g., CompTIA A+, Network+; MCTS; CCNA; etc.) 
• 2-4 years in Help Desk management
• Knowledge of IT principles, theories and systems; and ability to problem solve and troubleshoot complex systems
• Interpersonal skills necessary to deal effectively with various users while problem solving and troubleshooting from a remote location
• Ability to respond to verbal and written inquiries
• Acts as owner for the IT ticketing system
• Able to develop and maintain knowledge management tool for increased first level resolution
• Exceptional customer service orientation
• Innovative thinker with strong critical thinking skills
• Excellent interpersonal skills with the ability to foster strong cross functional real business and IT relationships
• Ability to effectively prioritize and execute tasks in a high-pressure environment
• Ability to communicate with others to gather and exchange information
• Ability to respond to telephone inquiries
• Ability to work under stressful situations
• Ability to multitask duties

We connect diners to fantastic restaurant experiences by offering unique card-linked offers thanks to our ability to leverage advanced technology and powerful data analytics, while simultaneously providing value to our strategic partners' overall loyalty programs.

We work alongside our restaurant partners every day, sharing in the ebbs and flows of their business while helping them achieve their dreams. We provide marketing and financing that work with their business and are truly pay-for-performance. We help them increase revenue, traffic, and customer engagement. Importantly, our services do not require the merchant to discount or give away their products.

Even more, we enhance our partners' loyalty programs by offering a turn-key, scalable dining rewards program that is right for their business model and leverages their unique brand to help increase the value proposition for their customers.

Finally, we connect our millions of members to our participating restaurants, allowing them to earn the rewards they desire when dining out.

Rewards Network is an Equal Opportunity Employer (EEO). We encourage and strongly support workplace diversity.