Cresco Labs

Manager, Technology Services

Job Description

Posted on: 
Jun 26, 2022

2.1 __Quick Apply Full-time3 hours ago

Full Job Description


Recently named one of Entrepreneur magazine's Top 100 Cannabis Leaders, Cresco Labs is one of the largest vertically-integrated multi-state cannabis operators in the United States. Cresco is built to become the most important company in the cannabis industry by combining the most strategic geographic footprint with one of the leading distribution platforms in North America. Employing a consumer-packaged goods ("CPG") approach to cannabis, Cresco's house of brands is designed to meet the needs of all consumer segments and includes some of the most recognized and trusted national brands including Cresco, Remedi and Mindy's, a line of edibles created by James Beard Award-winning chef Mindy Segal. Sunnyside\*, Cresco's national dispensary brand is a wellness-focused retailer designed to build trust, education and convenience for both existing and new cannabis consumers. Recognizing that the cannabis industry is poised to become one of the leading job creators in the country, Cresco has launched the industry's first national comprehensive Social Equity and Educational Development (SEED) initiative designed to ensure that all members of society have the skills, knowledge and opportunity to work in and own businesses in the cannabis industry.


At Cresco, we aim to lead the nation's cannabis industry with a focus on regulatory compliance, product consistency, and customer satisfaction. Our operations bring legitimacy to the cannabis industry by acting with the highest level of integrity, strictly adhering to regulations, and promoting the clinical efficacy of cannabis. As Cresco grows, we will operate with the same level of professionalism and precision in each new market we move in to.


Cresco Labs is seeking a Technology Services Manager to manage its 3rd party Help Desk & Technology Services teams. This role will have a wide range of responsibilities, such as supporting our nationwide physical locations, maintaining and supporting our M365 environment, and working with other technology and business teams to rollout and support technologies deployed throughout the enterprise. As such, your written and verbal communication must be excellent as well as your technical aptitude. Your ability to plan and execute in a rapidly scaling environment are a major factor of success in this role. This role reports directly to the VP, IT Portfolio Management, and is based out of our headquarters in Chicago, IL.


Responsible for managing day-to-day operation of 3rd Party Helpdesk, overseeing tier 1 support for Retail, HQ, and grow/process facilities.

Identify common trends in ticket creation, creating processes and documentation to increase self-service and resolution

Lead a team of Engineers/Specialists/Analysts to support and administer all 3rd party applications and end user devices.

Seek out and internalize any 3rd party & hosted applications currently administered outside of the Technology department

Establish SLAs for internal & 3rd party team members and processes response and completion times.

Establish and monitor Metrics as they relate to the SLAs for all team members

Create and maintain proper escalation paths to 2nd and 3rd tier resources for all maintained applications.

Responsible for implementation of SSO through our identity management platform for any 3rd party applications

Perform regular audits of all licensed applications

Works with Engineers, Specialists, and Analysts to find growth opportunities and develop career paths through continued learning, training, and certifications

Responsible for acquiring ITIL certification for themselves and their team.

Works with other Technology departments to onboard 3rd party applications, creating frameworks for support & administration

Ensuring on-site support for Cresco HQ facility

Works with Business and Technology teams to vet hardware & software solutions


Minimum 3 years in a Help Desk Manager role or 3 years as an Infrastructure Engineer with a help desk background.

3+ years of experience supporting and troubleshooting 3rd party systems & hosted applications.

Experience with the following technologies: Microsoft 365, Microsoft Azure, Networking technologies, Google G-Suite, Slack, Microsoft Intune, Jamf, ServiceNow or other ITSM platforms, Printers, Conference room technologies, and other common technology peripherals.

Experience developing and improving ITSM platform

Excellent interpersonal skills; knows how to work well with diverse and dynamic teams across multiple functions, e.g. operations, sales, accounting, etc.

Strong negotiation skills, striking a balance between being flexible and driving for results.

Thrives in a fast-paced dynamic environment; can handle multiple high priority projects simultaneously

HQ is located in Chicago and this role requires an on-site presence.

Bachelor's degree in Computer Science, Information Systems, business, or a related field from an accredited university or institution or equivalent work experience.


Cresco Labs requires that all corporate employees be fully vaccinated against the COVID-19 virus on or before September 30, 2021. If you are offered and accept a position, you will be required to prove your vaccination status prior to when your employment begins. If you require a medical or religious accommodation with regard to vaccination, please let us know once you receive an offer of employment (if applicable).


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.


Must be 21 years of age or older to apply

Must comply with all legal or company regulations for working in the industry

Cresco Labs is an Equal Opportunity Employer and all applicants will be considered without attention to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran, or disability status.

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