IT Support Manager

Job Description

IT Support Manager

Dallas, TX

Job Overview

The position of IT Support Manager necessitates an energetic, reliable, and steadfast individual with a minimum of five years of prior Helpdesk leadership responsibilities. This individual will prioritize customer satisfaction and exhibit politeness, approachability, and the ability to remain composed under pressure. The position must demonstrate adaptability, maintain a positive, proactive approach, and possess a can-do attitude with urgency. It is imperative

that the person excels in collaborating within a team that is geographically dispersed.

Responsibilities

Leadership

• Lead and mentor a diverse team of IT Support Specialists.
• Foster a culture of continuous learning, growth, and accountability within the team.
• Conduct regular performance evaluations and provide constructive feedback to team members.
• Develop and implement training programs to enhance technical and customer service skills.
• Oversee the day-to-day operations of the help desk, ensuring efficient ticket handling and resolution.
• Monitor support metrics (e.g., response time, resolution time, customer satisfaction scores) and implement improvements as needed.
• Implement and maintain a knowledge base for support staff and customers.
• Analyze support trends and customer feedback to identify areas for process improvement.
• Develop and implement strategies to enhance the overall customer support experience.
• Collaborate with cross-functional teams to integrate customer feedback into product development and improvement efforts.
• Evaluate and manage relationships with third-party vendors and service providers.
• Stay abreast of emerging technologies and industry best practices to enhance the effectiveness of the help desk.
• Ensure compliance with relevant industry standards, regulations, and data protection laws.
• Implement and enforce security measures to safeguard customer information and company assets.
• Prepare regular reports on key performance indicators (KPIs) and present findings to senior management.
• Foster clear and open communication channels with internal stakeholders, ensuring alignment with organizational objectives.

Technical Support

• Provide White Glove Service to end users with an urgency, understanding, and concise manner.
• Handle escalated technical issues that Level 1 and Level 2 technicians were unable to resolve.
• Investigate and diagnose complex hardware, software, and network problems.
• Provide expert-level support and guidance to lower-level technicians and act as a resource for technical questions and challenges.
• Configure, deploy, and manage server environments, including Windows Server, Linux, and virtualization platforms. Monitor server performance and ensure proper functioning of critical services.
• Administer and troubleshoot network devices, including routers, switches, firewalls, and access points.
• Implement and manage VLANs, subnets, and routing protocols.
• Implement and enforce security policies, including firewall rules, access controls, and intrusion detection/prevention systems. Assist in monitoring and responding to security incidents and vulnerabilities.
• Participate in the deployment of software updates, patches, and security fixes across the organization.
• Maintain Active Directory services, including user accounts, devices, and organizational units.
• Assist in developing Group Policies to control user access and configurations.
• Create and update technical documentation, including troubleshooting procedures, system configurations,and best practices.
• Share knowledge with the team and contribute to the internal knowledge base.
• Participate in IT projects, including planning, implementation, and documentation.
• Lead in the resolution of high-priority incidents and work on root cause analysis to prevent recurring issues.
• Researching and recommending software and hardware solutions for stated needs.

Soft Skills

• Excellent communication and interpersonal skills are essential for effectively interacting with end-users and other team members.
• Strong problem-solving and analytical abilities to handle complex technical issues.
• Patience, empathy, and the ability to explain technical concepts to non-technical users.
• Time management and multitasking skills to prioritize and manage multiple tasks effectively.
• The IT field is constantly evolving, so a willingness to learn about new technologies and adapt to changes in the industry is crucial.
• The ability to create clear and concise technical documentation is important for knowledge sharing and future reference.
• Experience in incident management and the ability to escalate issues appropriately when necessary.

Qualifications

• Proficiency in troubleshooting and resolving hardware and software issues.
• Knowledge of operating systems (Windows, MacOS, Linux).
• Familiarity with Intune is a plus.
• Understanding of networking concepts, protocols, and services.
• Experience with managing server environments (Windows Server, Linux, etc.).
• Knowledge of cloud platforms and services (Azure).
• Experience with Active Directory, Group Policy, DNS, DHCP, etc.
• Proficient in using remote desktop tools and IT management software.
• Understanding of cybersecurity best practices
• Good verbal and written communication skills
• Must have experience with ticketing systems (ServiceNow, Jira, etc.).
• Must have experience with building and executing KPI’s for team and Help Desk function.
• Must have experience with ticketing workflows, tags, triggers, maintenance, and admin functions.
• Must have experience in creating reports and presentations for the areas you oversee.
• At least 5-7 years of experience in IT support, preferably with a progression from Support Specialist to Management.
• A Bachelor  degree in Computer Science, Information Technology, or a related field.
• Must be capable of managing multiple efforts with time-related constraints in a fast-paced environment.
• Ability to lift 10 to 25 lbs. throughput the day.
• Ability to work underneath desk if necessary.

Additional Information

All your information will be kept confidential according to EEO guidelines.