IT Support Center Manager-Chicago bei Rewards Network

About Rewards Network

For 40 years, Rewards Network has been helping restaurants grow revenue, increase traffic, and boost customer engagement through innovative financial, marketing services, and premier dining rewards programs. By offering unique card-linked offers, we introduce diners to fantastic restaurant experiences, leveraging advanced technology and data analytics to deliver value to restaurants, diners, and our strategic partners' loyalty programs.

Our Culture 

At Rewards Network, you'll be part of a driven and diverse team that excels in collaboration, issue resolution, and taking ownership of both personal growth and the company's success. We take pride in partnering with the world's most powerful loyalty programs to drive full-price paying customers to local restaurants through marketing services and flexible funding options. Our engaging and rewarding environment is designed to help you gain your full potential.

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

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 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, and the base compensation for this opening in Chicago is expected to be $110,000-$130,000 annualized, depending on level, candidate experience, skills and 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 
• Accident, Critical Illness, and Hospital Indemnity Insurance Plans 
• Short Term and Long-Term disability  
• Company-paid life insurance and AD&D insurance, supplemental employee, spouse, and child life insurance 
• Employee Life Assistance Program

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