Grubhub

Sr. Manager, Service Desk & IT Procurement

Job Locations US-IL-Chicago
Job ID
2022-13358
Category
TechOps

About The Opportunity

We’re all about connecting hungry diners with our network of over 300,000 restaurants nationwide. Innovative technology, user-friendly platforms and streamlined delivery capabilities set us apart and make us an industry leader in the world of online food ordering. When you join our team, you become part of a community that works together to innovate, solve problems, grow, work hard and have a ton of fun in the process!

 

The Sr. Manager, Service Desk & IT Procurement is the leader of a 25-person team who supports and resolves technical problems and ensuring every employee and partner have the tools they need to do their job. This role, based in Chicago, reports to the Senior Director of Corporate IT and sets the strategic direction, providing leadership to and daily management of the team and ensuring high-quality customer service experience.

The Impact You Will Make

  • Manage the daily operations and workload of the Service Desk & CIT Procurement team members
  • Ensure adherence to departmental policy and procedures and provide metrics on Service Desk & CIT Procurement team activities, performance, and operations
  • Motivate and manage Service Desk Leads/Analysts and CIT Procurement team members in multiple offices
  • Manage the hardware and software procurement processes, forecasting and asset reviews
  • Be the escalation contact and expert for the team.
  • Manage team on-call schedule and evaluate rotations.
  • Work with the business to identify gaps or problems with existing processes.
  • Be the quality control for the team -- addressing team ticket quality, responsiveness, ticket hygiene.
  • Help smooth onboarding and off-boarding experience / continue to improve new hire documentation and processes.
  • Be able to manage project work - direct team to finish tasks and hold them accountable.
  • Perform all the tasks that we ask of the Service Desk analysts & CIT Procurement analysts.

What You Bring to the Table

  • 5+ years of experience in a management role in an IT Service Desk environment.
  • 4+ years of experience building a Service Desk operations and issue resolution department and developing team members.
  • 4+ years experience working on IT Procurement hardware, software and vendor management processes.
  • Experience with Enterprise-grade IT Management (ticketing) and support automation systems (e.g., Zendesk, ServiceNow, etc.)
  • Experience creating processes around IT functions and support.
  • Experience communicating with all levels
  • Knowledge of Windows 10 and MacOS and mobile devices.
  • Experience working with virtual/remote staff members.
  • Bachelor's degree in Information Technology or related field experience.

And Of Course, Perks!

  • Flexible PTO/PTO. Grubhub employees enjoy a generous amount of time to recharge.
  • Health and Wellness. Excellent medical, dental and vision benefits, 401k matching, employee network groups and paid parental leave are just a few of our programs to support your overall well-being.
  • Compensation. You'll receive a great compensation package with eligibility for generous incentives, bonuses, commission, or RSUs (role-specific).
  • Free Meals. Our employees get a weekly Grubhub credit to enjoy and support local restaurants.
  • Social Impact. We believe in giving back through programs like the Grubhub Community Relief Fund, and provide our employees opportunities to support causes that are important to them.

 

Vaccination Requirement: Grubhub employees are required to be fully vaccinated. Candidates must confirm vaccination status at time of hire, and must provide proof of full-Covid-19 vaccination within 2 weeks of starting employment. Fully vaccinated is defined as: “2 weeks have passed since your second dose in a 2-dose series, such as the Pfizer or Moderna vaccines, or 2 weeks after a single-dose vaccine, such as Johnson & Johnson’s vaccine.

 

Grubhub is an equal opportunity employer. We welcome diversity and encourage a workplace that is just as diverse as the customers we serve. We evaluate qualified applicants without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability, veteran status, and other legally protected characteristics. If you’re applying for a job in the U.S. and need a reasonable accommodation for any part of the employment process, please send an email to TalentAcquisition@grubhub.com and let us know the nature of your request and contact information. Please note that only those inquiries concerning a request for reasonable accommodation will be responded to from this email address.  

 

CA Privacy Notice: If you are a resident of the State of California and would like a copy of our CA privacy notice, please email privacy@grubhub.com. 




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