System Support Manager

Job Description

Motion Industries' IT Department is seeking a candidate with good leadership and sound judgment experience  to manage the overall operation of the System Support Department. This includes operational oversight for team providing 1st and 2^nd level technical support for internal and external users. Has direct management ‎responsibility for System Support Supervisor, Incident Manager, System Support Analysts, System Support Specialists, and the Branch Hardware Coordinator. ‎ Motion Industries offers an excellent benefits package that includes options for healthcare coverage, 401(k), tuition reimbursement, vacation, sick, and holiday pay.

 Responsibilities

• Leads the team to provide excellent customer service that will enhance and support Company operations and sales
• Maintains overall responsibility for ensuring a high-level of customer service
• Understands potential to be on-call on nights or weekends, depending on need
• Maintains responsibility for timely completion of support and project related tasks assigned to System Support
• May require occasional travel, including overnight travel.
• Leads the short and long-term planning necessary to implement IT specific programs that meet the needs of Motion Industries’ customers
• Directs staff in refining, developing and implementing IT programs as needed, in conjunction with the strategic plans of IT and Motion Industries
• Escalates decisions to appropriate Management levels
• Ensure proper staffing level to support both internal and external users
• Ensure Service Now tickets are properly documented and routed correctly to ensure prompt service to customer needs
• Make recommendations on departmental workflow to maximize overall performance
• Provide standards, implementation policies and support tools for all LAN Server systems. Ensure documentation is maintained
• Interface with personnel from other areas within the IT department to facilitate services as required
• Manage department to the abandoned call rate of <6%
• Manage daily support needs of the HQ facility including the executive team
• Develops effective relationships with IT managers to ensure projects are successfully completed
• Sets the example of proper conduct and professionalism, with employees, customers and vendors
• Provides direct supervision to the System Support Supervisor, Incident Manager, and Level 2 System Support Specialist/Analysts and Branch Hardware Coordinator
• Work with the End of lease analyst to ensure that monthly replacements are completed.
• Interacts with other Company locations/departments, IT employees, and suppliers to resolve any IT related problems

• Leadership, communication, good judgment, sound decision making, relationship and people management skills required
• Minimum of 5 years’ experience in customer service and support of various types of computer hardware
• Strong written and verbal skills
• Reliability, organization and attention to detail required
• Education, College preferred
• 3-5 years supervisory experience
• Possesses and employs knowledge of both leadership and management skills