WHO WE ARE:

At Velocity Vehicle Group (VVG), we represent a premium commercial brand in medium to heavy truck dealerships. We provide a full-service experience, from exceptional sales teams to highly skilled technicians and readily available parts. Our mission is to be the ultimate one-stop shop for truckers, owner operators, fleets, and companies. Combined with our Leasing and Rental business and financial services division, VVG stands as the premier truck dealership.

REQUIRED QUALIFICATIONS:

• Bachelor’s degree in Information Technology, Computer Science, or a related field (or equivalent work experience).
• 5+ years of experience in IT support, with at least 2-3 years in a leadership or managerial role overseeing a team of technicians.
• Strong technical expertise in IT systems, hardware, networking, and software troubleshooting.
• Experience managing IT support teams, with a focus on team development, performance management, and customer service.
• In-depth knowledge of IT service management processes (ITIL, incident management, etc.).
• Excellent communication and interpersonal skills, with the ability to collaborate effectively with both technical and non-technical teams.
• Strong organizational and time-management skills with the ability to manage multiple priorities and tasks effectively.
• Proven ability to handle escalated technical issues and provide solutions under pressure.
• Ability to analyze performance data, identify trends, and take action to improve IT support operations.

PREFERRED SKILLS:

• ITIL certification or other relevant IT service management certifications.
• Experience with IT asset management tools and inventory management.
• Familiarity with cloud platforms (AWS, Azure, Google Cloud) and virtualization technologies.
• Experience with ticketing systems (e.g., ServiceNow, Zendesk) and remote desktop management tools.
• Project management experience or certification (e.g., PMP, Agile).

PHYSICAL REQUIREMENTS:

• Must be able to pass post offer drug test

ESSENTIAL FUNCTIONS AND PURPOSE:

As an IT Regional Manager, you will be responsible for overseeing the IT support operations within your assigned region. You will lead a team of IT Technicians, ensuring that they are equipped with the tools, training, and support needed to resolve technical issues and provide excellent service to end users. Reporting to the IT Director of Support, you will play a crucial role in delivering effective IT support, maintaining infrastructure reliability, and ensuring the success of regional IT initiatives.

PRINCIPAL RESPONSIBILITIES:

• Team Leadership & Development: Lead, mentor, and manage a team of IT Technicians within the region. Provide guidance, training, and professional development opportunities to ensure high levels of technical expertise and customer service.
• Regional IT Support Operations: Oversee the daily operations of IT support within your region. Ensure that IT Technicians are meeting performance targets and resolving technical issues promptly and effectively.
• Incident & Problem Management: Manage the resolution of IT incidents and technical problems, ensuring they are handled in a timely manner. Collaborate with the IT Director to implement strategies for incident reduction and proactive problem-solving.
• Support Escalation & Resolution: Serve as the escalation point for complex IT issues that cannot be resolved by technicians. Work to resolve these issues efficiently, minimizing downtime and disruption to end users.
• Collaboration with Central IT Teams: Work closely with the central IT support teams to ensure alignment with organizational goals, service levels, and IT policies. Participate in regular meetings to share insights and updates on regional IT support operations.
• Service Level Agreements (SLAs): Ensure that regional IT support teams are adhering to defined SLAs, meeting performance metrics, and providing exceptional customer service to end users.
• IT Asset Management: Oversee the management of IT assets in your region, including hardware inventory, software licenses, and other IT resources. Ensure that assets are properly maintained, tracked, and optimized.
• Documentation & Reporting: Maintain accurate documentation of regional IT support procedures, technical issues, and resolutions. Provide regular performance reports to the IT Director, highlighting areas for improvement and opportunities for optimization.
• User Training & Support: Provide end-user training and support on new systems, technologies, and IT policies. Ensure that users are empowered with the knowledge to resolve common issues independently.
• Process Improvement: Continuously assess and improve IT support processes to increase efficiency, enhance service delivery, and reduce service interruptions. Recommend and implement new tools, technologies, or workflows that support operational excellence.
• Vendor & Third-Party Coordination: Liaise with external vendors and service providers as necessary to resolve technical issues and ensure the availability of required resources or services.
• On-call Support: Participate in after-hours and on-call support rotation to address urgent IT issues when necessary.