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IT Support Manager

4 months ago

Irvine, United States Acra Lending Full time
This is a fully in-office position in Irvine, CA.
Summary
The IT Support Manager will be responsible for overseeing the IT Infrastructure help desk
support team and ensuring that internal customers receive the necessary assistance with their
technology issues. As such, you will be expected to be a highly customer focused team player
who approaches tasks and activities with a sense of urgency. Your duties will include leading a
team of support technicians (employees and vendor resources) while managing and prioritizing
incoming requests, troubleshooting technical problems, and implementing solutions that
enhance workforce productivity and efficiency. With your experience you will be expected to
ramp up quickly, be self-motivated, and not easily distracted.

Your job is crucial to the success of our organization as you will play a key role in keeping our
technology running smoothly while successfully managing shifting priorities and competing
demands. As a qualified candidate for the IT Support Manager role, you will need a strong
technical background, excellent communication and problem-solving skills, and the ability to lead
a team to success. If you enjoy working in a dynamic and fast-paced environment, have a passion for providing excellent customer service and possess the skills required to excel in this position, this could be the perfect opportunity for you.

Essential Duties and Responsibilities

• Train and mentor IT support staff to improve their technical troubleshooting and customer
service skills.
• Manage the inflow and assignment of support tickets while ensuring the team is providing
timely and effective support and timely communication to our workforce on their technology
issues.
• Oversee our vendor relationship for tier 1 level help desk support and ticketing system to
ensure alignment of our customer service, cybersecurity protection and technology
objectives.
• Act as an escalation point and facilitator for severe, critical, or unique and sensitive issues.
• Identify, establish and gather key metrics to analyze help desk performance and identify
problem areas requiring improvement. Monitor and measure service metrics and volume to develop standard processes and
procedures, improvements, automation of repetitive tasks and/or changes to workflows and
resource allocation.
• Ensure compliance with existing IT policies and procedures and recommend changes when
needs arise.
• Own the IT portion of the new-hire orientation process and ensure new hires have a positive
on-boarding experience while gaining a good understanding of our technology, security, and
IT support processes.
• Oversee the employee on-boarding process to ensure PCs are provisioned, shipped, and
setup in accordance with IT policies and distributed in advance of new hire orientation.
• Oversee the employee off-boarding processes to ensure compliance with IT policies and
procedures that define the disabling of access to core systems, applications, software, and
technologies.
• Create a standardized escalation path for end users and drive for greater use of the Acra IT
Support portal rather than email and phone support requests.
• Act as a liaison between the IT Support team and other IT teams.
• Create, manage, and update IT technical and user documentation to streamline processes
including (but not limited to):
o Support Docs (How to Guides, User Setups, etc.)
o On-boarding and off-boarding of employees
o New hire orientation process
o Process Workflow
o Software Update Process
• Manage the workstation imaging and deployment process.
• Resolve employee file and data loss issues by performing file level restores.
• Responsible for:
o equipment asset tracking and management.
o asset procurement, spare equipment inventory management and delivery.
o asset recovery such as equipment refresh swaps and employee termination
recovery.
• Conduct bi-annual user account audit process and meetings.
• Responsible for desktop endpoint computer security and Windows and 3rd party software
patching.
• Own Okta SSO Management including: SSO federation with new SaaS applications, vendor
application integrations, end-user setup and training.
• Aid the IT System Administration team on project work from time to time based on resource
availability.
• Conduct and/or participate in performance reviews and provide feedback to team members
for continuous improvement.
Education and/or Experience
• A four-year degree in computer science, information technology or related field is required.
• Relevant IT certifications (e.g., CompTIA, ITSM, Microsoft Certified, etc.) and/or training are
a plus.
• Additional degrees and/or relevant certifications in business or management are also
helpful.
• Customer Service training of any kind is a plus.
• 2+ years of relevant work experience as an IT Support Manager managing 2+ support
technicians and/or 5+ years of relevant work experience as a Help Desk or IT Support
Technician in an enterprise environment supporting greater than 100 endpoints and/or
users.
• Demonstrated strong oral, written and verbal communication skills are essential.
• Proven leadership experience developing team members via training, mentoring and
coaching.
• Hands-on experience supporting Microsoft 365 applications including (but not limited to):
Outlook, Word, Excel, PowerPoint, OneDrive, Teams and SharePoint.
• Experience supporting one or more of the following applications: Okta, Active Directory
(AD), RingCentral, Box, Zoom, KnowBe4, Datto, ConnectWise, BrightGauge would be a
plus.