Information Technology Support Manager

4 weeks ago


Birmingham, United States 3Ci Full time

Summary: We are seeking a dynamic Systems Support Manager to lead our team of IT professionals in delivering top-notch technical assistance, ensuring maximum productivity and efficiency.

Responsibilities:

  • Lead, mentor, and manage a team of systems support professionals, fostering a collaborative and motivated work environment.
  • Oversee the management of the support ticket queue, ensuring prompt assignment and resolution in accordance with predefined service level agreements.
  • Provide hands-on technical support to employees, addressing hardware and software issues efficiently, and serving as an escalation point for complex incidents.
  • Supervise incident and problem management processes, identifying recurring issues and implementing preventive measures to enhance system stability.
  • Collaborate with stakeholders to manage and maintain the company's IT infrastructure, including servers, networks, and software applications.
  • Develop and maintain comprehensive documentation on IT systems, processes, and procedures to facilitate self-service and empower employees.
  • Liaise with external vendors and service providers to ensure timely delivery of IT services, and collaborate with internal stakeholders to understand and address system support needs.
  • Implement and enforce IT security policies, procedures, and best practices to safeguard company data and systems.

Qualifications:

  • Proven experience in managing a team of systems support professionals.
  • Minimum of 7 years experience in technology support with at least 3 years in a leadership role.
  • Strong technical knowledge and hands-on experience supporting IT infrastructure, hardware, software, and networks.
  • Familiarity with Microsoft-based IT service management (ITSM) principles and ticketing systems.
  • Proficiency in configuring, maintaining, and troubleshooting Microsoft operating systems and applications.
  • Proficiency with Microsoft Azure (PaaS and IaaS resources) highly desired.
  • Excellent problem-solving skills and ability to prioritize tasks in a dynamic environment.
  • Exceptional communication and interpersonal skills.
  • Knowledge of IT security practices and regulatory compliance is a plus.
  • Bachelor's degree in Computer Science, Information Technology, or related field (or equivalent work experience).

Physical Demands:

  • Frequently stand, walk, and sit.
  • Ability to work virtually and in an office environment.
  • Extended and varying work schedules – at least 40 hours per week, some nights, weekends, and holidays required.
  • Frequently use computer equipment and telephone.
  • Fast-paced, changing, multi-tasking environment.



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