IT SUPPORT MANAGER

We’re looking for an individual who will manage a team of technical support personnel while contributing to the day to day support tasks. In addition to an internal team, this role will work with IT leadership.

• This position will direct the work of others on the Tech Support Team in a lead capacity and will conduct performance reviews
• Responsible for creating a positive customer support experience and building strong relationships through communication, problem understanding, and timely resolutions
• Prioritize, schedule, and assign service requests
• Ability to see opportunities for improvement, take ownership and closely work with IT leadership and business partners to drive product and process improvement
• Identify reoccurring technical issues and propose solutions based on root cause analysis
• Mentor and coach the Tech Support Team’s productivity, encouraging and enhancing critical thinking and problem solving
• Support users by providing escalated desktop support for incidents and service requests by providing troubleshooting and training
• Define and manage Service Level Agreements on service request response and resolution in accordance with business need
• Perform end-user satisfaction surveys and develop action plans to address areas needing improvement
• Organize, coordinate and lead one-time or recurring projects and tasks within the scope of the Tech Support Team. (e.g. software deployments/upgrades, employee moves)
• Track and analyze service request trends to identify areas of improvement, efficiencies, and automation
• Oversee development and communication of usage guides and FAQs
• Document and maintain Standard Operating Procedures ensuring efficient and consistent resolutions and task
• Responsible for resource and time management for the day to day tasks of the Tech Support TeamQualifications:
• Highly self-motivated with a sharp attention to detail
• IT Service Desk support and customer service experience
• Excellent interpersonal skills including team building, oral, and written communication
• Demonstrated analytical and problem-solving skills
• Experience in relevant technologies;
• Deploying and configuring desktop operating systems (Microsoft Windows, Mac OS)
• Active Directory (including managing and deploying Group Policies)
• Cloud based call center / telephony systems (8x8 preferred)
• Office 365 (User, Mailbox and policy management)
• Ability to work with external teams and stakeholders (company, partners, etc.) to achieve broader department goals
• Aptitude to evaluate and become proficient in new (or new to you) technologies, processes, skills
• Strong desire to learn, grow, and add value