IT Support Manager
2 months ago
Position Summary
The IT Support Manager leads the IT Support team, manages IT systems and security, and ensures a high standard of technical support services. This position requires regular in-office presence in the Houston office and reports directly to the COO.
Core Responsibilities
Supervision & Leadership
- Manage and guide an IT Support Technician, setting and reviewing performance goals.
- Provide mentorship in troubleshooting and system management to foster a collaborative environment.
IT Operations Management
- Coordinate equipment setup and software deployment for onboarding and offboarding.
- Maintain IT hardware and software inventories with accurate records.
IT Support Oversight
- Ensure service level standards for response times are met and oversee issue escalation.
- Manage and track support tickets for user incidents and service requests.
Network & Wi-Fi Management
- Oversee network stability, address performance issues, and minimize downtime.
Security Management
- Enforce IT security protocols, manage access controls, and monitor entry security systems.
Inventory & Asset Control
- Track and control IT assets and software licenses to prevent loss.
Policy & Procedure Development
- Develop and enforce IT policies and procedures to secure IT operations, reviewing regularly to align with technology updates and security threats.
IT Strategy & Process Improvement
- Identify areas for IT support enhancement and collaborate on broader business needs to improve efficiency.
Documentation & Training
- Maintain up-to-date documentation, provide training on best practices, and ensure compliance with IT policies.
Qualifications
Required Skills
- Proven experience in IT support management, strong technical knowledge in network and IT operations, and familiarity with entry door security.
- Proficient in ITSM tools, ticketing systems, Google Suite, and MS Office.
- Strong communication, organizational, and problem-solving skills, with a commitment to confidentiality and security.
Preferred Skills
- Certifications in IT security or network management (e.g., CompTIA Security+, ITIL).
- Experience with access security systems, policy development, and hardware/software deployments.
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