IT Support Manager

1 week ago

Atlanta, Georgia, United States AJC International Full time

AJC is a world leader in frozen and refrigerated food products, marketing poultry, pork, meat, seafood, vegetables and fruits around the globe. Our products and customers are located across more than 140 countries on six continents. Our multicultural workforce represents over 37 nationalities, speaking more than 36 languages. For more than 50 years, we have focused on one goal - making our clients more successful. To learn more about AJC, visit our website at

Position Summary:

The ICT Help Desk Manager's primary objective is to rapidly resolve technology issues that are being reported through the company's service desk. The position requires a hands-on technical leader who is responsible for delivering world class support experience for the AJC user base and external partners. The manager is expected to get into the weeds with complex technical issues while also thinking about the big picture. Additionally, this manager has strong leadership and communication skills.

Scope of Responsibility:

  • Deliver frontline technical support for internal user base and external partners.
  • Foster positive end-user relationships and drive customer satisfaction.
  • Promote continuous improvement of Tier 1 support, desktop administration, Citrix, and telecom delivery for all stakeholders.
  • Monitoring ticket volume and performance metrics while supporting the team in exceeding expectations, including corrective actions if necessary.
  • Gather and report operational metrics, accomplishments, and priorities for weekly leadership meetings.
  • Establish and implement ITIL standards.
  • Analyze the business requirements of all departments to determine their technological needs.
  • Successful delivery of services and projects supporting the business both on time and within budget through proactive team management and leadership.
  • Escalation and resolution of software issues to the systems engineering and development teams.
  • Escalation and resolution of third-party software/systems issues by the support team.
  • Define and implement processes and procedures for supporting all departments across the organization.
  • Collect feedback to determine patterns and issues such that they can resolved, and or FAQ's can be provided to customer base for ease of troubleshooting.
  • Oversees Asset Management and inventory. Identifies the need for hardware upgrades and configurations.
Essential Skills:
  • Hands-on experience with a wide variety of computer software, hardware and peripherals, including Windows 10, Windows 11, Citrix and Office 365.
  • Experience with computer security, systems, password and file protection protocols.
  • Strong leadership skills as a player/coach
  • Customer service oriented
  • Basic networking knowledge to support desktop / Citrix issues.
  • Strong communication and interpersonal skills with the ability to effectively listen and communicate information in a clear and concise manner.
  • Must be team-oriented, possess a positive attitude, and work well with others.
Education and Experience:

Education:

Bachelors or Associate technical degree in Information Systems, or related discipline, or equivalent relevant experience.

Experience:
  • Minimum of 7-10 years professional or technical experience in IT Helpdesk with a strong background in all aspects of customer service.
  • Minimum of 3-5 years current management experience that demonstrates proficiency in leadership techniques and management of resources.

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