Manager, IT Site Support II

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 needed
• Respond to advanced support requests across our Boston, Seattle, and Minneapolis offices
• Partner with IT leaders to resolve short and long-term technical challenges
• Support and maintain Zoom, Slack, Genesys, and conference room systems
• Oversee vendor relationships, bid collection, and pricing negotiations
• Champion continuous improvement and ensure a high-quality user experience
• Document all system changes, implementations, and support resolutions
• Implement and improve IT policies, procedures, and operational standards
• Lead and deliver IT projects on time and within scope
• Ensure timely issue resolution through proactive maintenance and support
• Define and track SLAs and critical metrics; address gaps and drive accountability
• Report team performance through weekly and monthly updates
• Oversee asset management, procurement, and inventory control
• Evaluate team performance, identify gaps, and implement service improvements
• Conduct performance reviews and lead team development and recognition
• Participate in the 24/7 on-call rotation and emergency response
  
  

What You'll Need

• 3 years of experience directly managing technical support teams
• 5 years of experience providing technical support in a corporate environment
• Experience supporting PC’s in a Windows Active Directory environment
• Experience supporting Macs in a business environment
• Strong knowledge of networking concepts such as DNS, DHCP, HTTP, SSL, and TCP/IP protocols
• Experience with Data Cabling / Computer Facilities maintenance
• Experience with building IT infrastructure in new sites
• Experience managing vendor contracts, relationships, and service outages
• Willingness to work flexible shifts and scheduling, including nights, weekends, and holidays
• Must be able to participate in a 24/7 on call rotation
• Position may require travel
  
  

Bonus

• JAMF Experience
• ServiceNow Experience
• ITIL Certification
• Microsoft Certified: Endpoint Administrator Associate
• Microsoft 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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