Technology Operations Manager

Cresco Labs • Chicago, IL

11h • $70,000 - $80,000 • Remote

About The Position

Cresco seeks a Manager, Technology Operations capable of supporting our retail store technology deployments and roadmap as we continue to grow and expand as a company, making necessary adjustments for success, along the way. This role reports directly to the Sr. Director, Retail Technology, and is remote but requires on-site work and travel.
Daily Sunnyside Operations Support
Use of ITIL practices including asset management, service management, and change controls.
Manage installations, upgrades, and configurations of hardware and software in conjunction with technology owners and operational management.
Develop processes for the resolution of technical challenges and client complaints in conjunction with technology owners and operational management.
Maintain up-to-date knowledge of relevant technical and human resource policies and procedures regarding hardware use in a dispensary.
Resolve or escalate technical issues within defined channels for optimal resolution speed and quality
Work with product owners to ensure escalated issues are addressed at the root cause level and documented for future troubleshooting.
Provide escalation guidance on issues related to technical and managerial operations.
Ensure the provision of technical equipment and materials required for operations in conjunction with technology owners.
Work within our internal ticketing system to resolve, escalate, and deploy solutions to end users and internal team members adhering to all SLA standards.
Ensuring successful adherence to team KPI’s regarding time to resolution, response times, and end user satisfaction.
Sunnyside Technology Solutions Implementation & Project Management
Develop and deploy firmware, software, and hardware solutions to meet the technical requirements in partnership with technology owners.
Responsible for planning, coordinating and executing all technical components of a project.
Work with the entire information technology team, from engineers to service desk, and with contracted field services support.
Provision hardware to be deployed to dispensaries and support incident tracking and resolution out of our internal ticketing system (Freshservice).
Sunnyside Technology Solutions Implementation & Project Management
Develop and deploy firmware, software, and hardware solutions to meet the technical requirements in partnership with technology owners.
Responsible for planning, coordinating and executing all technical components of a project.
Work with the entire information technology team, from engineers to service desk, and with contracted field services support.
Provision hardware to be deployed to dispensaries and support incident tracking and resolution out of our internal ticketing system (Freshservice).

Requirements

• Bachelor’s degree in IT Management, Information Systems, business, or a related field from an accredited university or institution or equivalent work experience.
• 3-5 years specifically in IT hardware provisioning, logistics or asset management.
• Competent analytical skills and business acumen; analytical thinking, problem-solving; detail-oriented, committed to a high level of accuracy; track record of managing multiple projects concurrently.
• Ability to communicate professionally & effectively to both technical and business teams, across all levels of the organization, with demonstrated ability to interact credibly with executive management.
• Ability to adapt quickly to new and changing business and technical environments.
• Must be comfortable standing between 4 to 8 hours and lifting up to 50 lbs
• Must be willing to travel up to 50% of the time
• Must have a valid driver’s license
• Must be 21 years of age or older to apply
• Must comply with all legal or company regulations for working in the industry

Nice To Haves

• Experience with Digital Transformation and customer experience improvement initiatives a plus.
• Acquisition due diligence and integration experience a plus

Responsibilities

• Use of ITIL practices including asset management, service management, and change controls.
• Manage installations, upgrades, and configurations of hardware and software in conjunction with technology owners and operational management.
• Develop processes for the resolution of technical challenges and client complaints in conjunction with technology owners and operational management.
• Maintain up-to-date knowledge of relevant technical and human resource policies and procedures regarding hardware use in a dispensary.
• Resolve or escalate technical issues within defined channels for optimal resolution speed and quality
• Work with product owners to ensure escalated issues are addressed at the root cause level and documented for future troubleshooting.
• Provide escalation guidance on issues related to technical and managerial operations.
• Ensure the provision of technical equipment and materials required for operations in conjunction with technology owners.
• Work within our internal ticketing system to resolve, escalate, and deploy solutions to end users and internal team members adhering to all SLA standards.
• Ensuring successful adherence to team KPI’s regarding time to resolution, response times, and end user satisfaction.
• Develop and deploy firmware, software, and hardware solutions to meet the technical requirements in partnership with technology owners.
• Responsible for planning, coordinating and executing all technical components of a project.
• Work with the entire information technology team, from engineers to service desk, and with contracted field services support.
• Provision hardware to be deployed to dispensaries and support incident tracking and resolution out of our internal ticketing system (Freshservice).

Benefits

• Cresco Labs is proud to offer eligible employees a robust offering of benefits including, major medical, dental and vision insurance, a 401(K)-match program, FSA/HSA programs, LTD/STD options, life insurance and AD&D.
• We also offer eligible employees paid holidays and paid time off.
• Other rewards may include annual discretionary bonuses, stock options as well as participation in our employee discount program.
• Benefits eligibility for permanent positions may vary by full-time or part-time roles, location, or position.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager