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IT Manager



Chicago, IL, USA
Posted on Thursday, June 6, 2024

About G2 - Our People

G2 was founded to create a place where people will love to work. We strive to create meaning in work and provide more than just a job: a true calling. At the heart of our community and culture are our people. Our global G2 team comes from a wide range of backgrounds and experiences, and that’s what makes our G2 community strong and vibrant. We want everyone to bring their authentic selves to work, and we do this through our company and team events, our G2 Gives charitable initiatives, and our Employee Resource Groups (ERGs).

Our employee-led, leadership-supported ERGs celebrate the diversity of our team, foster inclusivity and belonging, and create a space to connect to each other. Through connections and understanding, we build a stronger and more dynamic global team and help every person reach their personal peak.

We support our employees by offering generous benefits, such as flexible work, ample parental leave, and unlimited PTO. Click here to learn more about our benefits.

About G2 - The Company

When you join G2, you join the global team behind the largest and most trusted software marketplace. Every month, 5.5 million people come to G2 to inform smarter software decisions based on honest peer reviews. Authenticity is our focus, and every day we help thousands of companies, and hundreds of employees, propel their potential. Ready for meaningful work that starts and ends with compassion and heart? You’ve come to the right place.

G2 is going through exciting growth! We’ve recently secured our Series D funding of $157 million, which will further allow us to grow and develop our product and people. Read about it here!

About The Role

The IT Manager will play a pivotal role in taking the G2 IT department to the next level. This role entails a thorough assessment of existing processes, the identification of opportunities for enhancement and automation, and providing guidance and mentorship to team members. Operating 2-3 days a week from the Chicago HQ, this manager will collaborate closely with the IT team members, gaining insights into individual strengths and areas for improvement. IT also works closely with other teams such as Employee Success, Talent Acquisition , RevOps, Security, Compliance, Legal, and Finance. A strong objective will be to foster cross-training among team members to ensure a comprehensive skill-set within the team and seamless coverage in the event of absences. Another strong objective is to continue to streamline our onboarding and offboarding processes. You will manage and improve organization and structure to a team that currently consists of 5 full time IT team members, 2 in Bangalore, 1 remote, and 2 on-site at our Chicago HQ.

In This Role, You Will:

  • Lead the IT team with a focus on customer success and cross department collaboration, in order to provide the best end user experience.
  • Manage team ticketing queues and assignments, ensuring resolution in a timely and accurate manner.
  • Guide G2ers through the problem-solving process using creative diagnostic techniques and a patient, helpful attitude. Collect and communicate customer feedback along the way identifying and participating in departmental improvement efforts
  • Vendor Management. Maintain vendor relationships, managing license renewals for SaaS applications, while adhering to approved budgets.
  • Identify opportunities for IT to improve company processes, automate, and improve efficiency using generative ai.
  • Developing and improving IT runbooks, guidelines, and standards documentation.
  • Maintaining the in-office network and physical security systems, including partnering with the Employee Success team to control and manage building/office access, keycard/access control system, video monitoring, and alarm systems.
  • Partnering with stakeholder teams to support smooth and comprehensive employee onboarding and off-boarding processes. Leveraging zero-touch provisioning, automation, and vendor management.
  • IAM and Asset management. Tracking and managing account access and equipment inventories.
  • Supporting the hosting of on and offsite events as needed, ensuring reliable operation of AV equipment.
  • Evaluate help desk activities and processes to identify areas of improvement.
  • Be able to support IT Technicians hands-on as when and where needed

Minimum Qualifications:

We realize applying for jobs can feel daunting at times. Even if you don’t check all the boxes in the job description, we encourage you to apply anyway.

  • Passionate about Customer Service and Technology
  • 5+ years of overall experience, 2 years or more spent as a Team Lead, Helpdesk, or Service Desk Manager
  • Ability to be present a few days a week in the Chicago office
  • Understanding of basic networking concepts for troubleshooting.
  • The ability to build, grow and develop high-performing IT teams, foster a positive work culture, and attract top talent.
  • Ability to connect with your team members, mentor them, and provide firm yet supportive guidance.
  • A positive mindset and a proactive attitude, consistently identifying opportunities for improvement and taking the initiative to drive them to a successful resolution.
  • Enthusiasm and ability to learn new hardware and software technologies.
  • Methodical, persistent, detail-oriented approach to problem solving.
  • Strong written and verbal communication skills with experience crafting and delivering company-facing messaging.
  • Proficiency researching difficult problems and determining the best course of action.
  • Competence identifying patterns and trending issues.
  • Experience leading projects and following through on requests, knowing when to escalate or ask for assistance.
  • Proficiency prioritizing and fulfilling multiple concurrent requests.

What Can Help Your Application Stand Out:

  • Knowledge and experience with ITIL, ITSM, Change Management, and/or Problem Management.
  • Familiarity using or administering any of our current tools - Kandji, Jira Service Management, Google Workspace, MSO365, Slack, Asana, Cisco Meraki, Crowdstrike
  • Experience installing, configuring, and troubleshooting macOS, ChromeOS, and Windows

Our Commitment to Inclusivity and Diversity

At G2, we are committed to creating an inclusive and diverse environment where people of every background can thrive and feel welcome. We consider applicants without regard to race, color, creed, religion, national origin, genetic information, gender identity or expression, sexual orientation, pregnancy, age, or marital, veteran, or physical or mental disability status. Learn more about our commitments here.


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