Technology Operations Manager

Cresco Labs • Chicago, IL

11d • $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.

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

• 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).

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.

What This Job Offers

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