Rewards Network is hiring: IT Support Center Manager-Chicago in Chicago

Job Overview We are seeking a hands-on Help Desk Manager to lead and evolve our internal IT Support Center, servicing onsite staff, remote teams, and field-based salesforce. This role blends people leadership (60%) with technical troubleshooting and system ownership (40%), covering core platforms such as RingCentral (VOIP), Microsoft 365, Google Workspace, Jamf, Intune, and KACE. You will be responsible for proactively driving service excellence, owning escalations, managing support processes, and ensuring compliance with SOC 2 and PCI DSS controls. The ideal candidate thrives in regulated, fast-paced environments and has a proven track record supporting distributed teams with empathy and accountability. This position requires in office presence five days a week. Responsibilities Lead and mentor the IT Support Center team (3–5 technicians) Define, monitor, and report on SLAs and service performance metrics Provide ongoing coaching, performance reviews, and team scheduling Foster a culture of service excellence and ownership Act as a final escalation point for end-user issues involving: RingCentral VOIP, call center setup/troubleshooting Office 365 & Google Workspace administration Jamf or Intune MDM, Mac & Windows support Asset management/imaging via KACE or equivalent Support identity/access issues using Azure AD Troubleshoot endpoint issues across Windows, macOS, and mobile devices Meeting Room & AV Support Provide hands-on support for Zoom and other conferencing systems Set up and troubleshoot audiovisual equipment for internal meetings, executive sessions, and all-hands Proactively ensure rooms are meeting-ready with tested equipment and updated software Process Ownership & Continuous Improvement Own and refine ITSM processes: incident, problem, request, change Use Jira, ManageEngine, or equivalent to manage ticketing workflows Reduce MTTR and increase first-contact resolution via knowledge management Document repeatable procedures and playbooks Support Center project management experience integrating new technologies and seeing projects through to completion Compliance & Lifecycle Management Manage onboarding/offboarding, privileged access, and asset tracking Ensure alignment with SOC 2 and PCI DSS practices Prepare support-related evidence and metrics for audits Stakeholder Communication & Collaboration Serve as liaison between IT, security, and business units Communicate effectively with internal employees and field users Provide regular status updates and executive-ready reports Qualifications 3–5+ years of Help Desk or Support Center management experience Familiarity with Jira Service Management, ManageEngine, or SCCM (Preferred) CompTIA A+/Network+, CCNA, or relevant vendor certifications (Preferred) Experience optimizing VOIP/call routing and QoS monitoring (Preferred) Strong technical experience with: RingCentral or comparable VOIP/call center Microsoft 365, Google Workspace, Azure AD Jamf or Intune for MDM KACE or similar for imaging and inventory Working knowledge of SOC 2 and PCI DSS requirements Experience supporting remote/field-based employees Strong troubleshooting experience in Mac, Windows, and mobile platforms High emotional intelligence and accountability ITIL Foundation knowledge or certification preferred What you’ll love about us This is a full time, exempt position. The base compensation for this opening in Chicago is expected to be $110,000-$130,000 annualized, depending on level, candidate experience, and other factors; this position is eligible for a 10% bonus with a total comp of $121,000-$143,000. Generous dining reimbursement when you dine with our restaurant customers. Competitive time off benefits: including flexible PTO, 11 company holidays, and parental leave. 401(k) plan with a company match Two medical plan options - Standard PPO or High Deductible Health Plan (HSA with company match for HDHP participants) Partnership with Rx n Go, offering certain prescriptions for free. Two dental plan options and a vision plan Flexible Spending Accounts and a pre-tax commuter benefit program Insurance options including accident, critical illness, hospital indemnity, short/long-term disability, and company-paid life/AD&D Employee Life Assistance Program Rewards Network is an Equal Opportunity Employer (EOE). We encourage and strongly support workplace diversity. #J-18808-Ljbffr