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

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. The position requires in-office presence five days a week and a proactive focus on service excellence, escalations, and compliance with SOC 2 and PCI DSS controls.

Responsibilities

• Team & Service Leadership: 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 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, and 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; oversee Center projects implementing new technologies from planning 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 for imaging and inventory; working knowledge of SOC 2 and PCI DSS requirements; experience supporting remote/field-based employees; strong troubleshooting 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; base compensation for this opening in Chicago is expected to be $110,000-$130,000 annualized, with a 10% bonus potential (total comp $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 company match; two medical plan options (Standard PPO or HDHP with HSA match); Rx n Go prescription benefits; dental and vision plans; Flexible Spending Accounts; pre-tax commuter benefit; life, disability, and related coverage.
• EmployeeLife Assistance Program and other voluntary benefits.

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

Expected Pay Range: $110,000 USD - $130,000 USD