Our Opportunity:

At Chewy, it is our mission to be the most trusted and convenient destination for pet parents (and partners) everywhere! We are looking for an IT Site Support Manager located in Boston, MA to help shape the user experience and reliability of IT operations across three strategic offices! As a vital member of the IT team, the Manager, IT Site Support will work closely with the management team, staff, and other internal IT teams to oversee and support local IT infrastructure and services.

What You'll Do:

This role will manage the daily operations of the local IT team, demonstrating compassionate leadership, encouraging team engagement, and building a high-performing support organization. You will plan, direct, and coordinate all activities related to supporting desktops, laptops, the Genesys phone system, network connectivity, Windows and Mac administration, and more. Along with operational leadership, you will lead special projects involving new technologies, vendor evaluation, and complex problem-solving, providing a dynamic opportunity to expand your technical skills and promote innovation.

Analyze problems and recommend hardware and software solutions as neededRespond to advanced support requests across our Boston, Seattle, and Minneapolis officesPartner with IT leaders to resolve short and long-term technical challengesSupport and maintain Zoom, Slack, Genesys, and conference room systemsOversee vendor relationships, bid collection, and pricing negotiationsChampion continuous improvement and ensure a high-quality user experienceDocument all system changes, implementations, and support resolutionsImplement and improve IT policies, procedures, and operational standardsLead and deliver IT projects on time and within scopeEnsure timely issue resolution through proactive maintenance and supportDefine and track SLAs and critical metrics; address gaps and drive accountabilityReport team performance through weekly and monthly updatesOversee asset management, procurement, and inventory controlEvaluate team performance, identify gaps, and implement service improvementsConduct performance reviews and lead team development and recognitionParticipate in the 24/7 on-call rotation and emergency response

What You'll Need:

3+ years of experience directly managing technical support teams5+ years of experience providing technical support in a corporate environmentExperience supporting PC’s in a Windows Active Directory environmentExperience supporting Macs in a business environmentStrong knowledge of networking concepts such as DNS, DHCP, HTTP, SSL, and TCP/IP protocolsExperience with Data Cabling / Computer Facilities maintenanceExperience with building IT infrastructure in new sitesExperience managing vendor contracts, relationships, and service outagesWillingness to work flexible shifts and scheduling, including nights, weekends, and holidaysMust be able to participate in a 24/7 on call rotationPosition may require travel

Bonus:

JAMF ExperienceServiceNow ExperienceITIL CertificationMicrosoft Certified: Endpoint Administrator AssociateMicrosoft 365 Certified: Modern Desktop Administrator Associate

Chewy is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, ancestry, national origin, gender, citizenship, marital status, religion, age, disability, gender identity, results of genetic testing, veteran status, as well as any other legally-protected characteristic. If you have a disability under the Americans with Disabilities Act or similar law, and you need an accommodation during the application process or to perform these job requirements, or if you need a religious accommodation, please contact CAAR@chewy.com.

 

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